5 tips to personalize digital customer experiences

At the online “flash sale” retailer Gilt, success comes from breaking through the clutter, and from ensuring that their offers matter in the grand scheme of their customers' lives. And with more than 8 million "members" (potential customers), they've managed to create a culture where customers are the company’s biggest advocates and evangelists. So how […]

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Is SoLoMo the new loyalty card?

“Truth be told, I wouldn’t mind seeing our loyalty card program go away, but we’re not there yet.” - A retail CEO I invite you to put on your consumer cap for a minute and answer these questions: How many loyalty cards do you have and how many of those […]

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Why members-only has meaning to customers at Gilt

Gilt is an online retailer based in the United States, founded in 2007 and is best known for flash sales - only available to members for 36-48 hours. It's all about giving its members the inside scoop to snag something cool and sought after, and then adding the thrill of […]

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Improve outcomes with cross-channel campaign management

One of the amazing things I’m finding about the National Retail Federation’s “BIG Show” is the incredible amount of experience and knowledge walking the halls. There are 10-, 20- and 30-year veterans of the retail world everywhere you turn. Two of those professionals – Office Depot’s Alan Adams and Kerem […]

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3 big trends show why #NRF13 is "Retail's BIG Show"

It's easy to see how a newcomer to "Retail's BIG Show" could be a bit overwhelmed. The booths are big, attendance is booming and there are "hot and new" solutions everywhere you turn. But as I've walked the halls and looked at what's being promoted, I've noticed a few trends […]

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Change is the only constant at #NRF13, "Retail's BIG Show"

Standing in Times Square in January usually means experiencing blistering cold and blustery winds. But this year, I sense there’s a change…it’s almost balmy! The retail industry is seeing a similar change with a shift in customer behavior, online retailers putting pressure on brick-and-mortar retailers and the rise of mobile. […]

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10 steps of marketing analytics for personalized national retailing

It's remarkable how the women my life really like shopping at the different Chico's FAS stores. I think a big reason is that somehow they manage to deliver a boutique experience for every customer at all their stores.  That's not an easy feat when you run over 1,000 stores nationwide under 4 different brands: Chico's, White […]

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Customer centricity drives omni-channel retailing success

We're working on a project with a retail industry thought leadership organization called Retail Systems Research (RSR for short).  My colleague, Wilson Raj, is working with RSR Managing Partner Nikki Baird to explore how data-driven customer centricity holds the key to successful omni-channel retailing. Omni-channel retailing is a concept that applies […]

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Blending the art and science of marketing at Best Buy

I had a chance to attend a moderated panel discussion at the last SAS Global Forum Executive Conference with executives from Best Buy, Seminole Gaming and Office Depot, and each speaker offered their own unique story about how applied customer analytics makes a difference in marketing. I captured some key points in previous […]

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Taking care of marketing the Office Depot way

Alan Adams, Senior Director of Customer Analytics at Office Depot, took part in a great panel discussion on integrated marketing management at the 2012 SAS Global Forum Executive Conference along with his colleagues from Seminole Gaming and Best Buy. The session included a short presentation by each panelist, followed by […]

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