Archives for: Tag: Omnichannel

Macy’s Needs to Address Relevancy to Ignite Brand Loyalty

Author: Guest Contributor, Jim Tierney
1 / 9 / 2017

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 […]

Customer Journey Mapping: Avoid These 3 Common Pitfalls

Author: Clay Walton-House
5 / 3 / 2016
Customer Journey Mapping Lenati

Customer journey mapping, the process of visualizing a brand’s customer experience through the eye of the customer, has become a widely adopted methodology by companies who strive toward customer-centric operations. Customer journey maps provide a view of customer experience that may not come naturally from within the walls of a corporation, allowing marketers to more […]

Improving the Retail Customer Experience for Haute Couture Collaborations

Author: Meg Tronquet
12 / 9 / 2015

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

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

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 Channel Conundrum in Beauty – How to Drive Omnichannel Loyalty

Author: Gina Cuff
10 / 29 / 2015
omnichannel customer loyalty beauty industry

The prestige beauty industry in the U.S. has a conundrum on its hands. Dominated by three retail channels – department stores, “pure play” retailers (online only), and direct-to-consumer – there is a constant debate over which should lead. Which is more important – volume or profitability? What’s the most efficient way to build a relationship […]

Mapping the Customer Journey: Aligning Brand, Management and Ops Around the Customer

Author: Oliver Weisert
9 / 29 / 2015

Customer journey mapping is a technique central to the CX design process.  It leverages customer insights data to develop a compelling visualization of the customer’s entire brand experience. This technique can have several uses: Defining the current state of your customer’s experience with your brand, including painpoints, softspots and opportunities to better engage. Building consensus […]

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

Author: Martin Mehalchin
8 / 13 / 2015

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 […]

A Lenati-Customer Experience Perspective: Coffee Talk with Paul Conder

Author: Evelyn Bozak
6 / 11 / 2015

Lenati’s Customer Experience Lead, Paul Conder, recently sat down with Calgary-based Anstice Communications for a conversation around customer experience. In this interview, Paul explains the need for brands to build better connections with their customers, and ways to visualize the customer’s journey to identify opportunities to improve the customer experience. Paul explains how our understanding […]