Archives for: Category: Retail

Macy’s Needs to Address Relevancy to Ignite Brand Loyalty

Author: Guest Contributor, Jim Tierney
1 / 9 / 2017
Macys-Retail-CX-Lenati

Sinking sales and profits, plunging net income and same-store sales, and evolving customer shopping preferences and patterns have, unfortunately, shadowed venerable retailer Macy’s during the past couple of years. This week company officials announced a series of actions to streamline its store portfolio, intensify cost efficiency efforts, and execute its real estate strategy (including the […]

The State of Phygital CX Today and How to Stay Ahead of the Curve

Author: Marisol Towbridge
4 / 27 / 2016

Physical and Digital Customer Experience Today and How to Optimize for Tomorrow   The intersection of digital and physical experiences seemed novel just a few years ago. Today, phygital interactions are less about novelty and more about meeting customers’ baseline expectations in the most seamless way possible.  Lenati was interviewed for a recent report by Forrester Research, […]

How a DMP can Transform Your Customer-Centric Marketing

Author: Loren Bors
3 / 15 / 2016

Can a Data Management Platform (DMP) Accelerate Your Digital Marketing? E-commerce has replaced store openings at the center of retail growth strategy. According to PWC, almost 75% of all retail growth since 2000 has occurred online. As more commercial traffic moves online and more of that online traffic moves to mobile devices like phones and […]

Improving the Retail Customer Experience for Haute Couture Collaborations

Author: Meg Tronquet
12 / 9 / 2015
customer-experience-retail-Lenati

Fast fashion retailer H&M recently launched its latest haute couture collaboration with French design house Balmain. Within minutes of the launch, the line sold out both online and in stores, leaving hordes of frustrated and disappointed customers. Historically, designers pair with fast fashion retailers to bring haute couture to the masses and to make previously […]

The Future of Retail [Infographic]

Author: John Ibbotson, Retail Vision Guest Contributor
11 / 18 / 2015
Future-of-Retail-infographic

Originally published by Retail Vision and re-printed with permission. Lenati’s Customer Experience Retail Expert, Martin Mehalchin, was recently interviewed by Retail Vision for our perspective on “The Future of Retail.” Along with Martin’s outlook on the blurred lines between physical and digital retail, Martin shares that personalization will be increasingly important for retailers in order to stay relevant. Other themes […]

Burberry: A Look at Customer Experience Innovation via Product Customization and Social Media

Author: Ellyce Shulman
11 / 9 / 2015
Customer-Experience-Omnichannel-Burberry-Lenati

When it comes to customer experience, Burberry often stands out among brands in both retail and fashion spheres. The company continues to push the boundary of digital and physical CX under its current CEO, Christopher Bailey, via product customization and social media. The impact of Bailey’s prior role as creative director is evident in the […]

The Retail Revolution: It’s Not Just About the Customer Experience

Author: Martin Mehalchin
8 / 13 / 2015
Retail-Customer-Experience-Lenati

I’ve been pointing out the trend toward blended physical/digital (“phygital”) retail experiences for several years now. The momentum around this continues to grow as born-online brands like Nasty Gal and Bonobos rush to open stores and established names like Bloomingdales and Nike focus on bringing digital into their physical stores. So far the focus has […]

How Close are Retailers to Personalization?

Author: Martin Mehalchin
6 / 16 / 2015
customer-personalization-retail-Lenati

Originally published on RetailWire.com Last month I was a guest of personalization vendor Monetate at their customer Summit in Philadelphia. In her CEO keynote, Lucinda Duncalfe introduced a concept she calls the “Five Stages of Personalization.” In essence it’s a maturity model for marketers and e-commerce professionals looking to develop a personalized approach to how they […]

The Next Big Thing in Retail: Revamping the Customer Experience at Checkout

Author: Marisol Trowbridge
5 / 13 / 2015
Lenati_Retail_Customer Experience POS-Technology

Changes in point-of-sale technology—both online and in-store—are allowing retailers to shift toward a focus on customer experience at checkout, rather than treating it as a necessary-but-unpleasant transaction.  Checkout may be a burden for customers, but that’s starting to change.  Traditional POS technology allows retailers to process payments and subtract purchases from inventory, all while ensuring […]

Emerging Omnichannel Retail Trends from the Seattle Interactive Conference

Author: Alycia McKenzie
11 / 6 / 2013

While perusing Twitter during the Seattle Interactive Conference, I stumbled upon the hash tag #bricksandclicks. What an appropriate hashtag to use during the panel moderated by Lenati Partner Martin Mehalchin on the blurring lines of the physical and digital in retail. We also heard from panelists Andy Chu from Sears HoldingsSusan Livingston from Whole FoodsNeil Crist from Venuelabs and Todd Sherman from Point Inside regarding the changing environment in retail, specifically customer expectations, data collection and emerging omnichannel technologies. Below are three key themes that emerged from their conversations: