Our Thinking
Reconsidering How We Engage Customer Loyalty
The phrase ‘customer loyalty’ is indeed a buzzword these days, as retailers scramble to figure out how best to earn and retain shopper loyalty. But the concept is age-old and is contained in the word ‘customer’ itself, which was originally defined as “one who...
What’s in store for stores in 2019? It’s the Year of the Customer
The ‘Customer Experience’ will continue to gain momentum as an overarching retail trend in 2019. To lure and retain shoppers, retailers will need to further develop the customer-first mindset. Tied to the growing emphasis on the customer experience are three key...
Building Revenue Through Superior Customer Experience
As business conditions for physical retailers in North America continue to create challenges and deliver weak revenue growth, Customer Experience (CX) is increasingly seen as an opportunity to drive better business performance. A competitive advantage in...
Five Ways To Bring The Intensity Of Black Friday To Everyday Retail Promotions
Forecasts for Black Friday 2017 suggests that Thanksgiving 2017 will be a bumper year for both online and offline retailers. Online coupon provider RetailMeNot forecasts that the average US shopper will spend approximately $743 over the holiday weekend,...
Insights Into The Future Of Retail
May 2017 marked our 30th anniversary working with clients based in Mexico, Central America, and South America. As part of our celebrations, our Managing Partner Vince Guzzi spoke about future consumer and shopper trends and their potential impact on...