tag:blogger.com,1999:blog-24406344862786058312024-03-13T09:35:12.859-04:00RocheonRetailAnonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.comBlogger40125tag:blogger.com,1999:blog-2440634486278605831.post-44572914479896448552015-10-10T09:09:00.002-04:002015-10-10T14:32:37.030-04:00The Cure For Out Of Stocks<div class="MsoNormal">
Let’s start with the “disease”! Once deemed incurable and
just treatable, out of stocks and overstocks for retailers have always been a
big hairy problem. If you do not have the right mix of product or specifically
the style, size and color as in the case of footwear and apparel you pretty
much lose the sale, add unneeded cost and in many cases lose the customer too!
How bad is this “disease”? IHL’s President, Greg Buzek, discussed key points of
the inventory distortion study in a recent webinar titled, “Inventory
Distortion ― Retail's $800 Billion Global Problem.” The key points included:<o:p></o:p></div>
<div class="MsoListParagraphCxSpFirst" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<!--[if !supportLists]--><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]-->Out-of-Stocks make up 56% of the $818 Billion
figure, or $456.3 Billion.<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<!--[if !supportLists]--><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]-->Overstocks account for the remaining 44%, or
$362.1 Billion.<o:p></o:p></div>
<div class="MsoListParagraphCxSpLast" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<!--[if !supportLists]--><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;">·<span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]-->Worldwide, nearly $1.5 trillion of merchandise
annually is in an overstock position that creates a loss in revenue.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
“The study defined out-of-stocks as any situation wherein a
consumer enters a retail setting with the intent to buy a specific item and
does not find the item. Overstocks were defined as any situation wherein a
retailer has on hand more stock of a particular item than is supported by
current demand.”<o:p></o:p></div>
<div class="MsoNormal">
These are massive numbers for loss of sale and bloated
inventory. With all the advancements in planning and replenishment systems why
is this not getting better? The answer is, you can have the greatest algorithms
in the world but if your data is wrong so are your predictions. People manually
counting items in the supply chain take too much time; it is too expensive and
is also fraught with error. Meaning it
does not work. Technology does have an answer and it is item-level RFID. This
“medicine” today is best used in the apparel and footwear retail segments
because of the physics associated with these products (no liquids and limited
metals) along with the product complexity of style, size and color. The return on investment is the big question
that is circling around and requires close examination before diving in.
Undertaking item-level RFID has a common perception of being too expensive due
to the cost of RFID tags. Also, then there are the other costs which includes software,
hardware, services, store fit-up, process changes and training. Some retailers
are hesitating to raise Item-Level RFID in their budgeted spending priorities. “Let
someone else sort this out and I will jump in when tags get down to five
cents.” Lack of concrete information about the benefits and fear of the
complexity are the main reasons for this non-action decision for item-level
RFID.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
Let’s review more about the extended problems that being out
of stock is actually causing today versus just a few years ago. The average
established retail enterprise wide real-time inventory accuracy is sixty to
eighty percent for products in the store. The omni-channel model in retail is
now the widely commonly discussed strategy and includes implementation models
such as: ship-to-store for pick –up and
click – ship from store for next day or even same day delivery. When you accept these measured in-supply
chain and in-store inventory accuracy numbers and multiply them across a chain,
retailers are hemorrhaging profit, losing customers and might not even know it.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Below is a chart from a recent Retail Systems Research (RSR)
study showing retailers ratings of importance versus the actually visibility of
inventory information forget it is only really sixty to eighty percent accurate
at the store. What you see is huge chasms between what retailers now believe
they need and view as important to what they actually have visibility of.<br />
<o:p></o:p><br />
<div class="separator" style="clear: both; text-align: center;">
<a href="http://3.bp.blogspot.com/-g66ZxCXbkK0/VhkNzilLNaI/AAAAAAAAP48/lyqURFPmHzk/s1600/Inventory%2BImportance.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="211" src="http://3.bp.blogspot.com/-g66ZxCXbkK0/VhkNzilLNaI/AAAAAAAAP48/lyqURFPmHzk/s320/Inventory%2BImportance.png" width="320" /></a></div>
<br /></div>
<div class="MsoNormal">
What this means is that on average a retailer’s current
ability to know what is in stock and on a shelf is at best a fair
approximation. It has been cited by a number of sources that the consumers
biggest gripe with retailers is out of stock, not can I check out with a store
associate using a tablet POS.<o:p></o:p></div>
<div class="MsoNormal">
If a retailer wants to reduce over and out of stocks the
only credible answer is to employ item-level RFID solutions. A retailer must
ask themselves the question can they afford lost sales, excess inventory and
potential loss of customers. The answers and hard facts are out there with
those retailers that have deployed item-level RFID technology and those
solution providers that have successfully assisted retailers to achieve
dramatic results in sales lifts removing out of stocks, shrink reduction as
well as inventory reductions. <o:p></o:p></div>
<br />
<div class="MsoNormal">
In any “technology adoption curve” there are always the
innovators, early adopters, early majority, late majority and laggards. If you
are in either the late majority or laggard categories you will be at a
significant disadvantage to your competitors who did choose to begin the
process of implementing item-level RFID in 2013-2014<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-42219633507456528572015-03-08T09:25:00.001-04:002015-03-08T09:25:38.970-04:00Ten Laws For Retail Today<a href="https://www.linkedin.com/pulse/ten-laws-retail-today-will-roche?trk=hb_ntf_MEGAPHONE_ARTICLE_LIKE" target="_blank">Ten Laws For Retail Today</a>Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-25853425318092498782015-02-26T15:44:00.003-05:002015-02-26T15:44:54.630-05:00Are You Lost In The Abyss?<a href="https://www.linkedin.com/pulse/you-lost-abyss-will-roche?trk=prof-post" target="_blank">https://www.linkedin.com/pulse/you-lost-abyss-will-roche?trk=prof-post</a>Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-89268522669922103182015-02-26T15:42:00.004-05:002015-02-26T15:43:11.789-05:00I DO NOT GET IT!<a href="https://www.linkedin.com/pulse/i-do-get-will-roche?trk=prof-post" target="_blank">https://www.linkedin.com/pulse/i-do-get-will-roche?trk=prof-post</a>Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-66840457842822503332014-10-24T08:30:00.000-04:002014-10-24T08:43:41.381-04:00Nothing New Under The Sun!<div class="MsoNormal">
Ecclesiastes 1:9 (NIV) What has been will be again, what has
been done will be done again; there is nothing new under the sun. This has
always been for me a very interesting quote from the Bible. What does this have
to do with retail you ask? Retail was forever a service business not a product
business. A change occurred somewhere shortly after WWII with the huge economic
boom that followed and the commoditization of retail in the form of lower product
prices over service. Everyone can now be “rich”! At least that was the dream.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="http://4.bp.blogspot.com/-filvKPr8fbY/VEpFmkya55I/AAAAAAAAALc/tH4Eal-3ElY/s1600/Sun.png" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-filvKPr8fbY/VEpFmkya55I/AAAAAAAAALc/tH4Eal-3ElY/s1600/Sun.png" height="312" width="320" /></a></div>
The switch from service to product was subtle and took a
number of years to fully catch on. It was a race for who could get big enough
to control product price. In retail the focus until late has always been about operational
optimization in the form of product costs vs price sold. Nothing about
customers or service was focused on because the value proposition was the
lowest price. Hence retailers like Wal-Mart grew to be gigantic and the good
old great service companies I remember like Sears became a shadow of what they
once were or gone. The problem is most companies followed this model which they
were in many ways forced to and found themselves in a death spiral. We know who
they are, JC Penney, Sears, Kmart, Montgomery Wards, Circuit City, Borders and
soon to be Barnes and Noble for example.<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
Barnes and Noble is a very interesting study. They did it
all you might say, online, in store experience (remember Starbucks), customer
service/brand loyalty and even gadgets like Nook! One word, gives us that
answer, Amazon. It took 10 years or so but with the advent of electronic books
easily downloaded at a great price along with Amazon’s personalized and convenient
way to purchase, market share then moved away from Barnes and Noble like a vacuum.
But what about omni-channel, mobile, customer experience theory that many
retailers are being told to go run off and do? Would mobile phone applications
or tablets for the store employee have stopped the flow of red ink? What was it
Barnes and Noble should or could have done differently? Were they just collateral
damage from a market change unable to re-invent themselves?<o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
There is no simple answer to this question and no silver
bullet to the problem. The answer does lie in understanding your customers and
doing something that makes them feel good about spending money with you on a
regular basis. How do you do it? First you are not going to out “Amazon” Amazon
and the fight for lower product prices is a non-starter. What does Amazon have?
I can tell you from my point of view. It is selection (you name it they have
it), reviews and trusted advice, convenience (one button shopping a great 2 day
free delivery on most items) and many other things such as movies, tablet
devices, etc. Amazon’s Prime is very sticky! <o:p></o:p><br />
<br /></div>
<div class="MsoNormal">
You must think like a customer. Why buy from you? Why would
I go to a store to purchase anything? The biggest reason is I want it now. That
means you better have inventory that I can see and acquire on-line and quickly
get into my hands without a hassle. The shopping experience is a very social
thing and still very sticky as well. I am motivated by many things when it
comes to shopping. The Brand, are you in or out? The location, is it convenient
and clustered with other stores/brands I go to? Are your products unique and
satisfying to me and my social network? Do you know me and treat me special
when in your stores? Do you give me preferential treatment (This is a big one)?
Do you give me deals or services that let me know you are thinking about me? If
you do these well, then you can give me all of these neat things for my phone
and on the web but not before.<o:p></o:p></div>
<br />
<div class="MsoNormal">
Technology is critical to execute in such a fashion. You
must have real-time operational access to all this customer information for
delivering that great service at that glorious point of impact. Remember you
are selling a service the generation of revenue from the sales of an item is
just a by-product. Focus on how you can
provide a unique and differentiated experience and then look how technology can
serve you.<br />
<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-11387864744955131082014-08-21T13:34:00.001-04:002014-08-21T13:34:06.900-04:00Item-level RFID Is The Cure For Out Of Stocks<a href="http://www.retailsolutionsonline.com/doc/item-level-rfid-is-the-cure-for-out-of-stocks-0001" target="_blank">http://www.retailsolutionsonline.com/doc/item-level-rfid-is-the-cure-for-out-of-stocks-0001</a>Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-51614270006266109982013-12-30T10:47:00.000-05:002013-12-31T11:02:54.476-05:00The Time Has Finally Arrived! Top Five Retail Technology Predictions for 2014<div class="separator" style="clear: both; text-align: center;">
<a href="http://1.bp.blogspot.com/-Xd_rSrWD0sM/UsGSdNZG_2I/AAAAAAAAAJQ/tVZ94rLXGZY/s1600/2014+Retail+Predictions.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://1.bp.blogspot.com/-Xd_rSrWD0sM/UsGSdNZG_2I/AAAAAAAAAJQ/tVZ94rLXGZY/s1600/2014+Retail+Predictions.jpg" /></a></div>
<div class="MsoNormal">
<b>Item level RFID <o:p></o:p></b></div>
<div class="MsoNormal">
Where I see the real driver of need for RFID item level
tagging is with serving the demanding omni-channel requirements. How are you
going to be customer focused providing great experiences with an inventory
accuracy of 60 to 80%? I see many opportunities for retailers to turn
well-meaning customer serving initiatives into customer satisfaction issues.
You must have near 100% accuracy of your inventory if you are expecting to
source from your stores for your omni-channel experience. If you say you have
it in the store and I drive over to get it and you do not have it in your hand
waiting for me you are toast! Even more if you offer same day delivery to combat online
competition you must deliver and on time. This need for knowing real-time what
you have and very specifically where it is may be one of the biggest
underpinnings of being a successful retailer in this new customer-centric
world. The technology is here and has been proven.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b>In-store tracking<o:p></o:p></b></div>
<div class="MsoNormal">
The idea is that tracking in a store is no different than
what happens when you are on the internet and using Google analytics. Your IP
address is exposed, used and analyzed for all sorts of things that you know and
don’t know about. What if a retailer could connect you and all of your personal
shopping data? You could opt-in or out at your convenience. You now become a valuable
customer walking around the store not a series of numbers. What if you had a
trusted relationship with this retailer allowing the retailer to offer you
direct promotions based on your particular wants and desires? The retailer
could even begin to map your travels in their store and better understand where
and what you spend your time doing. Apple and a number of other retailers are
doing this very successfully using a number of different technologies.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b>Customer analytics <o:p></o:p></b></div>
<div class="MsoNormal">
We have all talked about CRM and “big data” ad nauseam. What
I believe most will agree it is not size of the data it is the quality of the
data and what you do with it. What if as a customer you could also share your
likes and dislikes with a trusted retailer that cooperatively helps the retailer
provide the best service and offers. It is the combination of many different kinds
of data, but ultimately providing relevant and valuable experiences that makes
all the difference. Retailers will stop stocking the items they think customers
might want and start stocking the items customers do want. This can only happen
if they are armed with as much information as possible about those customers.
This view of the customer can only come from merging the buying and selling
processes into a single, fully integrated cycle. By collecting customer data at
multiple touch points and including salespeople, demographics, and POS figures
in that collection process, everything from what initially captures a
customer’s attention to what prompts them to make the final transaction can be
discovered if you have that trusted relationship. This technology is also ready
and you will see lots of it a NRF 2014.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b>Mobile – personal offers<o:p></o:p></b></div>
<div class="MsoNormal">
Now that you have the mechanisms to know what you have and
where, stocking what customers want to buy and knowing where your customers are
in your store you can unleash the customer analytics to provide the right offer at
the right time and at the right place. This is where the smartphone will shine
as a selling tool if done well. Many companies are now making offers on smartphones, but doing it so you make significant improvements in customer retention
and basket size has been a problem. Having all these pieces will enable the retailer
to finally measure their marketing investments much more precisely giving insight to making the appropriate investments. These
systems are in place and we will see solid results from progressive retailers
in 2014.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b>Replacement of the Mag
Stripe</b></div>
<div class="MsoNormal">
As we have seen recently at Target our credit card technology in the US is out of step with the rest of the world. We are too vulnerable to theft and I
believe real actions will be taken either because of liability or force by the
government. There are many different approaches out there, but this will be
significantly pared down in 2014. This will be a hot one to watch!<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com6tag:blogger.com,1999:blog-2440634486278605831.post-44730084893437494632013-12-10T10:30:00.001-05:002013-12-10T13:10:14.846-05:00We Need More Customer Surveys!<div class="MsoNormal">
<a href="http://1.bp.blogspot.com/-CzsjscLgxMY/UqcxW_RjXBI/AAAAAAAAAJA/U8kiHTEhgwk/s1600/customer+survey+image.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://1.bp.blogspot.com/-CzsjscLgxMY/UqcxW_RjXBI/AAAAAAAAAJA/U8kiHTEhgwk/s1600/customer+survey+image.jpg" /></a>I am joking of course, sort of. Customer surveys do not work
as they are deployed today. That is a generalization that I am sure a bunch of
people will challenge, but when you are presented with an opportunity to
participate in a survey what is your first response? Mine is to hit the delete
key unless I had a really great or terrible experience. Even then after I
answer the sixteenth question with a next button at the bottom of
the screen, I bail. Does this resonate? Why are these retailers surveying me anyway?
I have never seen feedback from any of them on the isolated few survey’s I have
completed or any substantiated change of behavior that came from my input.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
First I don't see how the data could be representative statistically
of the retailer’s customer base. I received a survey today (which drove me to
write this) from Overstock.com. I actually had a great online experience with
Overstock and wanted to share that with them, but after fifteen to twenty
questions I hit the bail button. So there will be no data for Overstock.com. I
was only motivated by the great deal I got and would not normally have
answered. <i>Howto.gov</i> - “Online survey
response rates vary greatly, with a carefully targeted email survey typically
getting a 10-15% response rate. Pop-up surveys response rates tend to be
significantly lower”. If you do a great job with targeted email surveys you
will only be lucky to get 10-15% and these will most likely be your best and
worst customer responses and I assert without real value as to how you can
improve? Is this useful information to take action against better yet make
strategic investment decisions on?<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
So let’s back up for a second. Why do retailers want to do
surveys? The answer is you do surveys to measure your effectiveness against
the execution of a vision and strategy. So if you are on a strategic path to
become a customer-centric company with a vision that all of your channels look
and feel the same a customer survey may be a good measuring stick. The problem
is you do not want to make it a “rat hole” for complaints without statistical and
generally holistic data.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
There are a number of companies out there like <i>Qualtrics</i>, <i>Loop</i> and now <i>Urgent Insights</i>
who claim to have a system that customers will use as a quantitative mechanism
for feedback. The concept is with the ubiquity of the smartphone and only
having a few very precise easy to answer questions (like 1 minute or less) with a very friendly UI, people will use
this survey tool in a more objective way providing real-time feedback to retailers
on how they are doing against their vision and strategy. A word of caution
here, you better be prepared to handle problems quickly, provide feedback to
your customers and generally show how this information is helping the customer
experience.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
What do you think? Can you handle another survey and on your
smartphone?<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-16997628668408596732013-11-22T11:25:00.000-05:002014-01-11T14:59:42.470-05:00Is Item Level RFID The Joke That Won't End?<div class="separator" style="clear: both; text-align: center;">
<a href="http://2.bp.blogspot.com/-LCD_P6LVYiI/Uo-ENpuMWvI/AAAAAAAAAIs/zDioaixAnkM/s1600/RFID+image.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://2.bp.blogspot.com/-LCD_P6LVYiI/Uo-ENpuMWvI/AAAAAAAAAIs/zDioaixAnkM/s1600/RFID+image.jpg" /></a></div>
<div class="MsoNormal">
I was directly involved with RFID in my early days at
Microsoft in 2003. We were convinced RFID was going to take off in retail and
in short order and so much so we invested in an RFID server built on BizTalk. I
wonder what happened with that server?
Wal-Mart was mandating RFID tagging from their suppliers which
would then make RFID ubiquitous in only a few years and life would be beautiful.
I lost track of RFID for a number of
years after that simply because none of what was envisioned ever happened, at
least not on the projected scale. I moved on to this concept of
customer-centric retailing with the focus on clienteling and analytics. That
was the next big thing, the customer! I have always believed in the concept of
item level RFID, but unfortunately the ROI must not have been there or more
retailers would have implemented.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Let’s take a look at where we are today. Yes item level RFID
still has a pulse mostly in high valued goods and items requiring traceability,
but short of that “I don't see the dogs eating the dog food”! So why has item level RFID adoption been so slow?
To quote Patrick Javick, vice president of industry engagement at GS1 US, “Many
of the benefits are now quantifiable: up to 99 percent inventory accuracy,
inventory labor productivity increases by 96 percent, out-of-stock reductions
of as much as 50 percent, and sales increases have been documented from 2
percent to 20 percent.” In the summer of 2013 “within a span of six weeks, two
of North America’s three largest mid-market department store chains made big
announcements regarding the pace of their chain-wide rollouts of RFID. And the
aftershocks are still being felt, both domestically and abroad.” John-Pierre Kamel,
Principal at retail consultancy RFID Sherpas LLC. Aftershocks, really? I guess it is not slow after all with aftershocks and tsunami's happening all around us.. Larry
Arnstein, vice president of business development for Impinj states, “it is well
established that store inventory accuracy typically hovers between 60 percent
and 80 percent.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Okay so for me it is starting to make sense depending on how
all the quantifiable and non-quantifiable costs/benefits add up. First it
appears that apparel and high fashion is the best suited retail market for this
solution. American Apparel has deployed and even touted their results in their
2012 SEC filing, “..RFID (solution).. Increase sales, reduce costs and increase
liquidity.. also RFID (deployments)..have allowed us to reduce our unit
inventory levels..”! In 2013 American Apparel CEO, publicly stated. “June represents
our 25<sup>th</sup> consecutive month of positive store sales growth. I am
excited with the 7% increase in comparable store sales in June particularly
since it is on top of the 19% increase achieved in June of 2012. Others are
apparently implementing item level RFID like Macy’s, Kohl’s, Lord and Taylor who
have been identified in the press.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
There is a case for simple math to take over and help guide
this decision or is there? After you add up all the RFID costs and then subtract
them from current sales (I conservatively assume flat revenue) and projected savings in inventory from better planning, logistics, and store level stocking you end up with a
number either positive or negative. Alright I did discount the notion of
increased sales by not having out of stocks, so add that too if you like. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Where
I see the real driver of need for RFID item level tagging is with serving the demanding
omni-channel requirements. How are you going to be customer focused providing
great experiences with an inventory accuracy of 60 to 80%? I see many
opportunities for retailers to turn well-meaning customer serving initiatives
into customer satisfaction issues. You must have near 100% accuracy of your
inventory if you are expecting to source from your stores for your omni-channel
experience. If you say you have it in the store and I drive over to get it and
you do not have it in your hand waiting for me you are toast! This need for
knowing real-time what you have and very specifically where it is may be one of
the biggest underpinnings of being a successful retailer in this new
customer-centric world.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
One more point, I know that item level RFID is a very
complex discussion starting from source and through consumption. I hope to
receive much dialog and feedback! This is customer-centric retailing. <o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com4tag:blogger.com,1999:blog-2440634486278605831.post-37720647725793551122013-11-06T10:38:00.000-05:002013-11-07T09:01:58.882-05:00Are We Ready For Virtual Dressing Rooms?<div class="separator" style="clear: both; text-align: center;">
<a href="http://1.bp.blogspot.com/-kkR5frjZvV8/Unpcid_4EDI/AAAAAAAAAIM/mvP4FkUn5JM/s1600/fits.me.png" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="239" src="http://1.bp.blogspot.com/-kkR5frjZvV8/Unpcid_4EDI/AAAAAAAAAIM/mvP4FkUn5JM/s320/fits.me.png" width="320" /></a></div>
<div class="MsoNormal">
This is yet another technology which I am seeing more and more,
but I am still not clear on the appetite of the consumer to use. The concept is
for you to input (manually or automatic) your detailed body measurements into
one of these systems and you can then see how you will look virtually when a
certain garment, style and size is mapped to your body. Wikipedia states, a fit
technology may be categorized according to the problem that it resolves (size,
fit or styling) or according to the technological approach. There are many
different types of technological approaches, of which the most established and
credible are:<o:p></o:p></div>
<div class="MsoNormal">
- Size recommendation services<o:p></o:p></div>
<div class="MsoNormal">
- Body scanners<o:p></o:p></div>
<div class="MsoNormal">
- 3D solutions<o:p></o:p></div>
<div class="MsoNormal">
- 3D customer's model<o:p></o:p></div>
<div class="MsoNormal">
- Fitting room with real 3D simulation<o:p></o:p></div>
<div class="MsoNormal">
- Dress-up mannequins/mix-and-match<o:p></o:p></div>
<div class="MsoNormal">
- Photo-accurate virtual fitting room<o:p></o:p></div>
<div class="MsoNormal">
- Augmented reality<o:p></o:p></div>
<div class="MsoNormal">
- Real models<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Wow! As you can see there are all sorts of approaches being
presented to retailers as an answer to shopping online or even for in-store customer
experience? Here are a few solutions you might want to check out, <a href="http://fits.me/" target="_blank">Fits.me</a>, <a href="http://www.facecake.com/swivel/" target="_blank">Facecake“Swivel”</a>, <a href="http://www.t-immersion.com/trylive/trylive%E2%84%A2-augmented-reality-fashion" target="_blank">TryLive</a>
and <a href="http://www.styku.com/business/" target="_blank">Styku</a>. I find this all pretty neat
except what results does it drive? Based on non-verified market data, results
are pretty awesome! Conversion rates by overcoming customer hesitation show an
increase of 57% with reduction in garment return rates of 35%. – <i><a href="https://www.internetretailer.com/2010/07/01/virtual-model-cinches-higher-conversions-retailer-hawes-c" target="_blank">InternetRetailer</a></i> This is huge increases in revenue and cut in costs. The
reduction in returns must be more than worth the investment alone! Wait, what does
it cost? “On average, data compiled from about 50 clients of retail consulting
firm Kurt Salmon show that online consumers return 20% to 30% of orders of
apparel and other soft goods.” -<i>Internet
Retailer<o:p></o:p></i></div>
<div class="MsoNormal">
<i><br /></i></div>
<div class="MsoNormal">
So is everyone out there jumping on the bandwagon? Is it too
early to decide which technology and solution is best? How hard is it to
implement and more importantly manage? Will online companies like Amazon just now
getting into apparel “wipe the floor” with brick and mortar apparel
retailers? Is there a play for this technology as part of the customer
experience helping in fact to drive consumers to stores to try on clothing in
front of these new “<a href="http://abcnews.go.com/Technology/video/macys-unveils-magic-mirror-in-dressing-rooms-12227081" target="_blank">magic mirrors</a>” like Bloomingdales is doing?<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
I have a question that puzzles me? I remember an old
statement when we planned for MIS internal budgets back at IBM, “first we will measure
with a micrometer and then we slice with an ax after we see what choices we are given from above” we would joke. What does this mean? Well we
can enter in all of these measurements and with tools like Microsoft’s <i>Kinect </i>and get it down to a micrometer, but
you still only have a few buying choices like small, medium and large? Companies like
Levi’s who make as many sizes and styles that you can think of might do well
with this technology but for the most part it is the manufacturer of the
garment that is the problem. Size medium in one style or manufacturer is
different than the other. So each garment has to be cataloged and then precisely mapped
to an individual's style and measurements by some algorithm. This is where the “secret sauce” resides! If I
could have garments made on demand like some men and women suits are
done with a tailor, but augmented with this virtual world that would be
something!<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
Bottom line is this is going to happen and apparel retailers
you need to start figuring out which of these technologies and solutions you
will use. <o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com2tag:blogger.com,1999:blog-2440634486278605831.post-30653361495000356752013-11-04T08:15:00.000-05:002015-08-04T11:20:33.009-04:00Ready To Purchase New Customer-Centric Technology? Press The Pause Button!<div class="separator" style="clear: both; text-align: center;">
<a href="http://2.bp.blogspot.com/-ZnIC45BcNrw/Unedk6SlZMI/AAAAAAAAAH8/p4lhxcf-Uqk/s1600/no-easy-button.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://2.bp.blogspot.com/-ZnIC45BcNrw/Unedk6SlZMI/AAAAAAAAAH8/p4lhxcf-Uqk/s1600/no-easy-button.png" /></a></div>
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
</h3>
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
<a href="http://rocheonretail.blogspot.com/2013/09/the-yin-and-yang-of-21st-century-retail.html" target="_blank">The Yin and Yang of 21st Century Retail</a></h3>
<div>
<br /></div>
<div>
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
<a href="https://www.linkedin.com/pulse/customer-experience-answer-simple-intuitive-will-roche?trk=prof-post" target="_blank">The Customer Experience Answer Is Simple And Intuitive!</a></h3>
</div>
<div>
<br /></div>
<div>
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
<a href="http://rocheonretail.blogspot.com/2013/08/have-you-checked-culture-of-your.html" target="_blank">Have You Checked The Culture of Your Company Lately?</a></h3>
</div>
<div>
<br /></div>
<div>
<br /></div>
<div>
<br /></div>
<div>
<br /></div>
<div>
<br /></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-26260613799939518052013-11-02T08:40:00.000-04:002013-11-02T08:53:39.898-04:00My Top Three Posts on Customer Think<h1 class="title" style="background-color: white; color: #06293d; font-family: Tahoma, Geneva, sans-serif; font-size: 1.6em; line-height: 1.3em; margin: 0px;">
<a href="http://www.customerthink.com/blog/in_store_tracking_is_it_the_same_thing_as_the_internet" target="_blank">In-Store Tracking is it the Same Thing as the Internet?</a></h1>
<div>
<br /></div>
<div>
<h1 class="title" style="background-color: white; color: #06293d; font-family: Tahoma, Geneva, sans-serif; font-size: 1.6em; line-height: 1.3em; margin: 0px;">
<a href="http://www.customerthink.com/blog/are_you_missing_the_art_of_customer_engagement" target="_blank">Are you missing the Art of Customer Engagement?</a></h1>
</div>
<div>
<br /></div>
<div>
<h1 class="title" style="background-color: white; color: #06293d; font-family: Tahoma, Geneva, sans-serif; font-size: 1.6em; line-height: 1.3em; margin: 0px;">
<a href="http://www.customerthink.com/blog/a_retailers_reputation" target="_blank">A Retailer's Reputation</a></h1>
</div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-70133209584537297942013-10-25T13:47:00.000-04:002013-10-25T13:47:05.607-04:00<a href="http://retailtouchpoints.tumblr.com/post/64673957894/the-customer-service-answer-is-simple-and-intuitive?goback=%2Egde_56686_member_5798403331252576256#!">Customer-Centric is Simple and Intuitive</a>Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-36248990078791150062013-10-02T10:18:00.002-04:002013-10-02T11:29:33.389-04:00The Operation was Successful, but the Patient Died!<div class="MsoNormal">
<a href="http://1.bp.blogspot.com/-NtpUZ_VL768/Ukw7vVujeWI/AAAAAAAAAHI/zcxZ4pINR68/s1600/patient.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://1.bp.blogspot.com/-NtpUZ_VL768/Ukw7vVujeWI/AAAAAAAAAHI/zcxZ4pINR68/s1600/patient.jpg" /></a>This is a story of what should have been a fantastic retail customer
experience but failed. Everything was perfect and more until the last and most
important step in this sales experience with a very large auto parts retailer.
I have a 12 year old Jeep Cherokee Classic that sits parked most of the time.
It is our work horse carrying DIY stuff, plants, bicycles and our dog. The
battery was not holding a charge and needed replacement. I went online to this
auto parts store located very close to my home. No other reason. I got on their
website quickly found my battery with supporting great reviews. While on the
website I used their online chat to confirm they would install this battery at
their store. Can you see it coming? The answer in the chat box was absolutely
they would install for free and that if I bought right now online I could get
an instant $50 off coupon. BAM, I will buy now please give me the coupon. The
battery was $125 so my cost was $75 dollars with a 3 year guarantee. <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
I got the coupon number and applied to the order for pickup
at my local store and quickly received an email that the battery was there
awaiting my arrival. I did not go to the store the next day, but surprisingly received
another email politely reminding me to come to the store for my battery. I was
stoked about the experience and the follow-up! I arrived at the store that Saturday morning
with two folks behind the counter serving customers but traffic seemed light.
They quickly served me and re-affirmed the battery was ready for my pickup. I
said wait, "I need you to install this", my Jeep and dog are waiting in the
parking lot. I could tell at that point the young man was not excited at the
thought of working on my car and for free. He even joked that there was a
service charge, but then saying he was just kidding. What he really meant is he expected
a tip. It took at least 20 minutes with me going in and out of the store bugging
this young man to get him out into the parking lot to change my battery. He did
a great job in a very quick amount of time. I shook his hand and handed him a
twenty dollar bill. He was all of a sudden smiling again and I was off.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
After what I thought was a great experience on the web
including the logistics of having my battery picked and waiting on me this
retailer almost turned this transaction into another one of those stories of
dissatisfaction. I was not upset because this is what I expected for service
and the $50 made it worth the extra hassle. Operationally using their
technology the experience was flawless but the patient (being the experience) unfortunately
died in the recovery room. The human factor or that point of contact with the employee
made my experience less than great and I will probably go to another auto parts
retailer the next time the need arises. <b>Do what you say you are going to do in
an excellent manner!</b> This is customer-centric retailing. What are you doing?<br />
<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-29733268002487474542013-09-30T09:07:00.000-04:002013-09-30T09:15:37.634-04:00RocheonRetail - Top Three Blogs for September<br />
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
<a href="http://rocheonretail.blogspot.com/2013/09/is-traditional-advertising-soon-to-be.html">Is Traditional Advertising Soon to Be Dead for Retailers?</a></h3>
<div>
<br /></div>
<div>
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
<a href="http://rocheonretail.blogspot.com/2013/09/why-do-people-hired-to-serve-customers.html">Why do People Hired to Serve Customers Oftentimes Neglect Those Customers?</a></h3>
</div>
<div>
<br /></div>
<div>
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
<a href="http://rocheonretail.blogspot.com/2013/07/loyalty-if-you-want-loyalty-buy-dog_9.html">“Loyalty? If you want loyalty buy a dog!” Part ll</a></h3>
</div>
<div>
<br /></div>
<div>
<br /></div>
<br />
<br />Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-38538644024150592772013-09-28T11:34:00.002-04:002013-09-28T11:34:22.196-04:00In-Store Tracking is it the Same Thing as the Internet? <div class="MsoNormal">
</div>
<div class="MsoNormal">
<a href="data:image/jpeg;base64,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" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="data:image/jpeg;base64,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" /></a><a href="http://media.mlive.com/businessreview/western_impact/photo/walmart-shoppers-27fb0fdf454cd7ed_medium.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><br /></a></div>
<div class="MsoNormal">
<br /></div>
I have become very intrigued about the latest technology which tracks your smart phone in a store without you knowing it. This technology captures
your phones MAC address off the wireless network and then with specialized
devices keeps track of that MAC address (you!). This is not just on this
occasion but any occasion there after it knows it is you or at least your
phone. All of this information is then consolidated and analyzed to provide
very interesting information like:<o:p></o:p><br />
<div class="MsoNormal">
<br /></div>
<div class="MsoListParagraphCxSpFirst" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
</div>
<ul>
<li><span style="font-family: Symbol; text-indent: -0.25in;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><span style="text-indent: -0.25in;">Number of visitors per day</span></li>
<li><span style="font-family: Symbol; text-indent: -0.25in;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><span style="text-indent: -0.25in;">Avg. time spent per visit</span></li>
<li><span style="font-family: Symbol; text-indent: -0.25in;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><span style="text-indent: -0.25in;">Number new visitors</span></li>
<li><span style="font-family: Symbol; text-indent: -0.25in;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><span style="text-indent: -0.25in;">Number repeating visitors</span></li>
<li><span style="font-family: Symbol; text-indent: -0.25in;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><span style="text-indent: -0.25in;">Number of visits</span></li>
<li><span style="font-family: Symbol; text-indent: -0.25in;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><span style="text-indent: -0.25in;">Avg. time spent by area (zone)</span></li>
<li><span style="font-family: Symbol; text-indent: -0.25in;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><span style="text-indent: -0.25in;">Number of days from last visit</span></li>
<li><span style="font-family: Symbol; text-indent: -0.25in;"><span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><span style="text-indent: -0.25in;">Walk by traffic vs. walk in traffic</span></li>
</ul>
<!--[if !supportLists]--><o:p></o:p><br />
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpLast" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<o:p></o:p></div>
<div class="MsoListParagraphCxSpLast" style="mso-list: l0 level1 lfo1; text-indent: -.25in;">
<br /></div>
<div class="MsoNormal">
The idea is that this tracking is no different than what
happens when you are on the internet and using Google analytics. Your IP address is
exposed, used and analyzed for all sorts of things that you know and don’t know
about. So is your reaction to this technology that it is a good thing, a bad
thing or just another version of what is already being captured about your
movements? My first reaction was that this is intrusive and I should be told
this tracking is happening! Really, that would mean all of these video cameras
placed everywhere now including retail stores should notify me and give me a
choice as to whether they can record me. I am actually only giving my MAC
address without any personal information like my IP address on my computer.
What if a retailer could connect you and all of your personal shopping data to
this MAC address? You then become a person walking around the store not a
series of numbers. What if you had a trusted relationship with this retailer
and could opt in allowing the retailer to offer you direct promotions based on
your particular wants and desires? The retailer could even begin to map your
travels in their store and better understand where and what you spend your time
doing. Is this something you would opt in to receive or do you believe it is
just too creepy? <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
Amazon does this on the internet and is forever refining what they offer or
suggest for me to purchase. They have now gone so far as to ask me to give them
additional information about the what and why of the items I purchased. BTW, I really
like Amazon and the value they bring me! So is this location based tracking
with real-time offers in the store significantly different than what Amazon is
doing today on the internet? Is this in
fact the “next turn of the crank” in technology to significantly improve the
customer experience? I think these sorts of technologies ride on a slippery
slope, but as I stated earlier we are all ready “pregnant”. As long as the retailer uses your information
to provide you with better product offers and services while never betraying your
trust, I believe it might be just the thing to bridge the omni-channel world.
Please give me your thoughts.<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com4tag:blogger.com,1999:blog-2440634486278605831.post-16550638173449028322013-09-16T10:30:00.000-04:002013-11-04T09:24:47.783-05:00The Yin and Yang of 21st Century Retail<div class="MsoNormal">
<div class="MsoNormal">
<div class="MsoNormal">
<a href="http://2.bp.blogspot.com/-uS_AQVJuLYI/UjiV17rpjkI/AAAAAAAAAGw/YVCgQX_QnMw/s1600/yin+and+yang.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="256" src="http://2.bp.blogspot.com/-uS_AQVJuLYI/UjiV17rpjkI/AAAAAAAAAGw/YVCgQX_QnMw/s320/yin+and+yang.jpg" width="320" /></a><span style="background-color: white; font-family: Arial, sans-serif; font-size: 12pt; line-height: 18px;">“In Chinese philosophy, the concept of yin-yang which is often called "yin and yang” is used to describe how seemingly opposite or contrary forces are interconnected and interdependent in the natural world; and, how they give rise to each other as they interrelate to one another.” Wikipedia. The “yin and yang” in retail today are the forces of technology driven to automate everything pitted against the need for the human touch and relationship. Both are much interconnected and absolutely required in this staggering logistical and operational quagmire of ecommerce married with hundreds maybe even thousands of brick and mortar stores flying the same flag. In fact you cannot expect to succeed and grow as a retailer if you don't completely understand both of these forces and learn how to make them “give rise” by their interconnectedness.<o:p></o:p></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="background-color: white; font-family: Arial, sans-serif; font-size: 12pt; line-height: 18px;">This is where many retailers are challenged because of their conventional organizational structure trying to accomplish something unconventional. Most retail companies are siloed by how they operate organizationally. Traditionally, you have The CEO, CIO, CMO, VP of this and that all looking at their world with a lens focused on their point of view and goals. There is a lot of talk these days about the CMO becoming more of a quarterback than the traditional “advertising” role paid to promote the brand. I have even recently been seeing this new title, Chief Customer Officer. “A chief customer officer (CCO) is the executive responsible in customer-centric companies for the total relationship with an organization’s customers. This position is relatively new addition in the CxO hallway, and was developed to provide a single vision across all methods of customer contact. The CCO is often responsible for influencing corporate activities of customer relations in the call center, sales, marketing, user interface, finance (billing), fulfillment and post-sale support. The CCO typically reports to the chief executive officer, and is potentially a member of the board of directors.” Wikipedia. So things are in motion to evolve the traditional hierarchical organization creating a new “thread” that runs through the entire company focused on the customer experience. This is a very important step forward if you desire to be a leading brand.<o:p></o:p></span></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
<span style="background-color: white; font-family: Arial, sans-serif; font-size: 12pt; line-height: 18px;">This new role can provide the leadership, vision and change in culture required to bring together these potentially opposing forces of technology and humanness. Technology is so much more than it was just a few years ago where your primary goal was to reduce cost in the supply chain so you could maximize profit. That was the world of product retailing. The customer in many ways was an inanimate object that you marketed to and competed on price for growth of your business. Today in this new era of the customer, traditional organizations and business strategies built on domination through getting the lowest price does not hold much favor for long term success. You must as in Chinese philosophy learn to use the “yin and yang” of technology and humanness to work in an interconnected and complimentary fashion. This is customer-centric retailing! What are you doing?</span></div>
</div>
</div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-87086723340129059562013-09-09T10:47:00.000-04:002014-01-07T09:18:35.492-05:00Is Traditional Advertising Soon to Be Dead for Retailers?<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="http://1.bp.blogspot.com/-Aicx__XityA/UswMqS3qXAI/AAAAAAAAAJg/e4BYn14BkJY/s1600/Newspaper+advertising.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://1.bp.blogspot.com/-Aicx__XityA/UswMqS3qXAI/AAAAAAAAAJg/e4BYn14BkJY/s1600/Newspaper+advertising.jpg" /></a></div>
“A tradition is a belief or behavior passed down within a
group or society with symbolic meaning or special significance with origins in
the past.” Wikipedia. “When asked to
identify how they are funding their digital marketing activities, two in five
marketers said they realized savings from digital marketing compared with
traditional techniques, and they are taking that money and reinvesting it into
their programs. On average, 28 percent of marketers say they have reduced their
traditional advertising budget to fund digital marketing activities.” Gartner,
March 2013. Only 28 percent have reduced their traditional advertising spend?
Does that mean the other 72% are continuing to do the same old thing? Maybe the
other 72% are plowing money from traditional advertising into store operations
like training, tools and increased compensation for their “top shelf” frontline
employees? <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
How exactly does a
retailer today reach their target audience and motivate these customers to
spend money with them? Is it a well thought out strategy or just doing the same
thing with a few extra twists like Facebook and Twitter and hope it all works out?
According to another Garter study in 2012, retailers projected spend for 2013 was 10.6% of their total
revenue on marketing operations. That is a lot of money and for what? Traditional
advertising is very hard to measure ROI and 10.6%? Yikes! I would like to suggest
as others have astutely pointed out that the world of the customer is upon us and
people want to be treated special and feel they are getting a deal of some kind.
I realize many retailers are diverting traditional marketing budgets to this
thing called digital marketing in their quest to keep up, but what is digital
marketing anyway? Is that marketing on social networks, large video monitors in
the store, email campaigns, and mobile coupons? What does that do to drive
retention and spend? I think there is a balance needed with a thoughtful
understanding of exactly how you win and keep customers in this dizzying world
of ever advancing technology.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Let’s start with people, which would be the employees and
the customers. Technology, specifically real-time information about your
customers and your inventory is absolute. But are we putting too much into “digital”
and not enough into the “human factor”. I also believe as others that customer
service is becoming the new marketing. Spending more of the massive 10.6% on ensuring
you know your customers while treating them special will create the marketing buzz
much better than the Sunday paper or an email campaign.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
I believe there is a movement that is growing like a tsunami
towards serving and creating a great experience for the customer. You can call
it omni-channel or whatever the buzzword is next week, but it is all about
treating your customer special and making them feel like they just won first
prize! This is customer-centric retailing. What are you doing?<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-60002629412041896542013-09-02T10:31:00.000-04:002014-01-12T09:12:03.414-05:00Why do People Hired to Serve Customers Oftentimes Neglect Those Customers?<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="http://1.bp.blogspot.com/-UxOnwMk6XU0/UtKior18k8I/AAAAAAAAAKA/peix9nowNN0/s1600/Dilbert+customer+service.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://1.bp.blogspot.com/-UxOnwMk6XU0/UtKior18k8I/AAAAAAAAAKA/peix9nowNN0/s1600/Dilbert+customer+service.jpg" height="117" width="320" /></a></div>
First there are many awesome customer service stories out there
that prove delivering a great customer experience is not dead. I have my
thoughts about why people providing customer service become calloused to their
job of delighting the customer. The reasons are always found in the boardroom. <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
It is all about motivation! I believe we can all agree that
money is a poor motivator however it has been proven that until you reach a
base point money does effect attitude. There are raging debates currently going
on about increasing the minimum wage to reach that estimated base point or
somewhere at least in the neighborhood. I have seen statistics stating 89% of consumers
say they will pay more for better service (RightNow Technology 2010 Customer
Services Report). Does that mean getting a McDonald's hamburger too? So if your
employees have that base point salary how do you then get them motivated to
focus on great customer experiences? People generally do what they get measured
against. Are you measuring your people on how delighted your customers are or attainment
of your weekly sales goals? Do you even go farther to demonstrate through a
recognition program the best employees based on customer feedback? Rewarding
employees for the behavior you want to see is how a culture is created. It
first starts however with leadership demonstrating by doing not just mandating the
desired behavior. Remember the saying, “Do as I say not as I do”? “Lead by
example” is the proven way to get your people to behave the way you want. The first
place to look as leaders is in the mirror and then to ensure everyone in the
company is on the same page.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Which brings me to the next point, what page are we on
exactly? Having a vision and charter are absolutely necessary, but having a way
to train and constantly reinforce how you deliver that vision is even more
critical. Having the vision on a poster in headquarters is of no value if
everyone is not bought into the passion of delivering that vision. With all the
advances in today’s technology I personally believe the tools you need to hire,
train and communicate with your frontline people is THE most important
investment you need to be making. Having order on the web and pick up at the
store capabilities do you no good if your people do not have the education and
tools to make sure when that customer comes into the store all is ready.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
When employees are properly led, compensated, educated and
rewarded they will be motivated and passionate. They will also feel that magic
of helping people and making them feel special! All of these things then begin
to feed on themselves perpetuating the culture of delivering great customer
experiences.<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-33040809678836557112013-08-30T10:11:00.000-04:002013-08-30T10:11:18.403-04:00RocheonRetail - Top Three Blogs for August<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
<a href="http://rocheonretail.blogspot.com/2013/08/there-is-elephant-in-room.html">There is an Elephant in the room!</a></h3>
<div>
<br /></div>
<div>
<br /></div>
<div>
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
<a href="http://rocheonretail.blogspot.com/2013/08/have-you-checked-culture-of-your.html">Have you checked the Culture of your company lately?</a></h3>
</div>
<div>
<br /></div>
<div>
<br /></div>
<div>
<span style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px;"><br /></span></div>
<div>
<span style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px;"><a href="http://rocheonretail.blogspot.com/2013/08/is-it-carrot-or-stick-for-customer.html">Is it the Carrot or the Stick for Customer Retention?</a></span></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-67560949263544763282013-08-25T17:52:00.000-04:002013-08-31T12:47:27.504-04:00Awesome Customer Experience at Home Depot!<div class="MsoNormal">
<a href="http://3.bp.blogspot.com/-Iy2JWGDF9T8/UiIeDiS-PqI/AAAAAAAAAGU/ctDO1bdIaMA/s1600/homedepot.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://3.bp.blogspot.com/-Iy2JWGDF9T8/UiIeDiS-PqI/AAAAAAAAAGU/ctDO1bdIaMA/s1600/homedepot.jpeg" /></a>It is Sunday afternoon and as usual a run to a DIY was
required. I decided to go to Home Depot because it was closer than Lowe's. I
went to get a refill on our propane tank for an evening barbecue, but being the
compulsive person I am I decided to first walk the store to see if I could find
anything interesting. Do any of you do this? I ended up purchasing a number of
items including light bulbs, cleaning solutions, a double package of this citrus
air freshener made from real citrus oils and my propane refill. I also
encountered a number of Home Depot employees who were very engaging and going
out of their way to help me. Strange I thought, most of the time I cannot find
anyone and when I do they are looking at their feet as to not make eye contact
with me. I wondered if this was a new mandate from headquarters focusing on
customer service. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<o:p></o:p></div>
<div class="MsoNormal">
As I got close to the checkout all of the lanes had people
in them so I started to calculate which one I should go to for the fastest
exit. I still needed to exchange my propane tank which was in my car. Just then
a smiling woman stuck her head out from the self-checkout area and waved for me
to come to her. Great but can she transact the propane exchange I thought? I asked right
up front if she could do a propane exchange at self-checkout. “Of course we can”
and she started scanning my items. When she scanned the double pack of citrus
air freshener she seemed dumb founded and went to the center sales desk to confer
with two of her associates. It seems she got a message that stated “DO NOT SELL
THIS ITEM”. Sir I am sorry but we cannot sell this to you. I am sorry. I then
said to the three sales associates, “you mean to tell me Home Depot will not
sell this product”? I was ready to get a little upset when, Linsey (that is how
she spelled it) the front checkout manager said “sir we cannot sell you this as
there might be an unsafe reason for us not selling and this product could be in
the process of recall”. I hope you can understand. <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Here comes the amazing thing Linsey did. She asked one of
the other sales associates to go back to the place I got this and get two other
similar citrus air fresheners. I thought this will be interesting and what will
she charge me? To my surprise Linsey gave me the two bottles of citrus air fresheners
which I knew were more than double what I would have originally paid. Please
take these for your inconvenience and drive your car up front so we can
exchange your propane tank. Needless to say I complimented Linsey and the other
two sales associates for making my Home Depot excursion awesome.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
I have always used Home Depot as an example of poor customer
service these past few years. When something like this happens I feel compelled
to SHOUT about it. Home Depot please keep doing what you’re doing and I will
always go to Home Depot for my DIY needs!<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com2tag:blogger.com,1999:blog-2440634486278605831.post-17129193433174163482013-08-15T12:00:00.001-04:002013-08-28T11:23:41.856-04:00It is ALL About the Customer!<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="http://1.bp.blogspot.com/-hjc4UUusYIk/Ugz-GwiytnI/AAAAAAAAAGA/j_rDhwL5V2M/s1600/consumer-rights.png" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="213" src="http://1.bp.blogspot.com/-hjc4UUusYIk/Ugz-GwiytnI/AAAAAAAAAGA/j_rDhwL5V2M/s320/consumer-rights.png" width="320" /></a></div>
My favorite subject is the customer. I have spent many years
in the retail IT business, but most of what I talk about is my observations
about retail from a consumer point of view. What makes me qualified to blog and
consult isn't my 30 years in retail IT; it is my passion to look beyond the
hype questioning fact from speculation. <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
My belief is you do not need tons of supporting statistics
which I also question as much as you need a realistic and common sense approach
to what is going on in retail and looking pragmatically at where things can be
improved. For example, I state the ability to win and retain customers is
actually a very simple concept based on human behavior. Customers all want to
feel special and get a great deal. Think about what great customer service is
after all? Making you feel good! Feeling like you got a great deal is icing on
the cake and is generally derived from thinking you have some inside track. <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Things like mobile payments are now being seriously
questioned as valuable. It has always been something I thought was a solution
looking for a problem. What problem are mobile payments solving? In many ways I
like the fact that I have this plastic card with a mag stripe (now with my
picture on it). I think that it works great, holding and controlling this piece
of plastic works well for me especially since I am able to do debit and credit.
What would I benefit from having a phone with NFC (near field communication) I
could wave over a device instead of swiping a card? It seems to do the same
thing except by using my phone you now take away my plastic card. I am sure this can be
hotly debated but that is how I see it. Price checking in a store maybe a good
idea with all the talk of show rooming, but I believe most people do their
research online first if they are after a particular product solution. I know I
rely on those reviews and ratings on the internet and that has worked very well for me. Is show
rooming really the problem or is it the lack of service you get typically in a
store that makes the perceived extra cost of buying not worth it? I do my price
checking on the web at home! RFID for retail has been another great way retailers were
going to solve the shrinkage (theft) problem and also improve the management of their
inventory while at the same time removing out of stock situations. I am still waiting. Some retailers
are using RFID for clothing, but I am not sure there is a mass run by the
apparel industry to put RFID tags on all garments coming from manufacturing.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
There are many more examples of these creative solutions
trying to find a problem. This is not wrong or right and actually is a very
good thing. In the final analysis the market will sort this out with their
wallets. It has always been that way and always will. It is looking at this
innovation and really thinking about how it solves or enhances how a customer
feels special and thinks they just got in on a great deal is what is important.
Will mobile payments on the phone do that? There are in fact many solutions out
there that will help to significantly improve that customer feeling. Believe it or
not, cloud based technology that provides solutions for hiring great people,
training those people and even giving them tools to cooperatively schedule
their time on a mobile phone are great examples of innovations that work. You
see your people are still your greatest asset!<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-44353321155405322152013-08-13T11:30:00.003-04:002013-11-20T10:09:06.043-05:00Is it the Carrot or the Stick for Customer Retention?<div class="separator" style="clear: both; text-align: center;">
<a href="http://2.bp.blogspot.com/-IoIPGj9KHD4/UgpHKgU-jNI/AAAAAAAAAEw/mzyePx7peGA/s1600/Carrot+or+Stick.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://2.bp.blogspot.com/-IoIPGj9KHD4/UgpHKgU-jNI/AAAAAAAAAEw/mzyePx7peGA/s1600/Carrot+or+Stick.jpg" /></a></div>
I love to hate airlines. I feel like an indentured servant always working off my rewards and benefits. Airlines are all the same to me and I have clawed my way to gold or platinum on every one of the major airlines over the last twenty five years. I know people that rather than taking a direct flight with a non-affiliated airline for one hour, will take four hours with a connection just to get the points from “their” airline. I believe airlines tend to stay away from the word loyalty and use ambiguous names like Medallion or Advantage. I don’t feel like I am being rewarded because I flew with their airline. I feel like I had to pay penance to get the service everyone should get, or should they? I guess everyone cannot get on the plane at the same time?<br />
<br />
Retailers generally do not have the luxury of treating their customers badly and then making them earn the right for good service by the spending of more money. Do you think they would if they could? Fortunately retailers must earn your retention by doing the many things that make you feel special and have you believe you got a deal. Retailers pretty much have to use the carrot and not the stick as in the case of the airlines to grow their business. Even though Amazon or Wal-Mart are huge,they know they can be displaced tomorrow by some new comer or competitor. This is healthy and important. No matter how much we believe a retailer has a hold on us, there are always multiple choices. In the case of airlines you do not have that many choices and those choices are getting less. Think about the upcoming American and US Airways merger?<br />
<a href="http://4.bp.blogspot.com/-NCYpMAyIVMA/UozQDrYt0aI/AAAAAAAAAIc/RkZhpt-6_Mo/s1600/download.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-NCYpMAyIVMA/UozQDrYt0aI/AAAAAAAAAIc/RkZhpt-6_Mo/s1600/download.jpg" /></a> Will that make services better and prices go down? Because of this carrot or stick approach which is created by the economic theory of scarcity, we can look forward to a future of ever increasing better experiences in our daily shopping.<br />
<br />
There is a clear financial motivation for a retailer to provide you with great service! The great services come in many flavors and are the primary differentiators of their business. This is why the omni-channel, mobile, customer-centric initiatives are so critical to a retailers future. Besides having highly trained and passionate employees (all employees not just sales associates) technology can also be used to remove much of the friction in the sales process. Why is it important that I can find a product on your website and find out if my local store has it in stock? Because if you don’t your competitor will! There are numerous examples like this that a few years ago were rare, but now are expected. These new expectations will continue to grow and it will be great for the consumer.<br />
<br />
Now comes the hard part. As a retailer how do you do all of this exciting stuff and still make a profit? No simple answer here and the answer is some retailers will fail. This is the cycle! As a retailer you must go back to your core and first make sure you have a solid foundation with your leadership, vision and culture along with your products and services. This is a continual re-examination which requires commitment. The foundational part of your retail business which is dependent on the carrot and not the stick is what you build all of this technological innovation on not the technology itself.<br />
<br />
Lastly seek outside help with technology. You are not in the business of creating technology solutions and if you are you should look hard as to why. Amazon and Wal-Mart might be able to pull it off, but certainly not a mid-market retailer. Your leadership team must have an objective perspective and proven advice when considering the purchase of technology to advance your retail business. You cannot do it alone!<br />
<div>
<br /></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-75920923912062781762013-08-08T11:46:00.004-04:002013-08-08T11:46:42.514-04:00RocheonRetail - Top Three Blogs for July<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
“Loyalty? If you want loyalty buy a dog!” Part ll</h3>
<a href="http://rocheonretail.blogspot.com/2013/07/loyalty-if-you-want-loyalty-buy-dog_9.html">http://rocheonretail.blogspot.com/2013/07/loyalty-if-you-want-loyalty-buy-dog_9.html</a><br />
<br />
<h3 class="post-title entry-title" itemprop="name" style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px; font-weight: normal; margin: 0.75em 0px 0px; position: relative;">
Are you missing the Art of Customer Engagement?</h3>
<div>
<a href="http://rocheonretail.blogspot.com/2013/07/are-you-missing-art-of-customer.html">http://rocheonretail.blogspot.com/2013/07/are-you-missing-art-of-customer.html</a></div>
<div>
<br /></div>
<div>
<span style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px;"><br /></span></div>
<div>
<span style="background-color: white; color: #222222; font-family: Arial, Tahoma, Helvetica, FreeSans, sans-serif; font-size: 22px;">“Be careful what you ask for, because you just might get it!”</span></div>
<div>
<a href="http://rocheonretail.blogspot.com/2013/07/be-careful-what-you-ask-for-because-you.html">http://rocheonretail.blogspot.com/2013/07/be-careful-what-you-ask-for-because-you.html</a></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0tag:blogger.com,1999:blog-2440634486278605831.post-26068040757890023842013-08-06T15:29:00.000-04:002013-10-13T11:20:33.462-04:00There is an Elephant in the room!<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="http://1.bp.blogspot.com/-oFvj0QKNqL8/Ulq6FO1KKMI/AAAAAAAAAHc/r5g4bZ1oNHU/s1600/elephant-in-the-room.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="243" src="http://1.bp.blogspot.com/-oFvj0QKNqL8/Ulq6FO1KKMI/AAAAAAAAAHc/r5g4bZ1oNHU/s320/elephant-in-the-room.jpg" width="320" /></a></div>
We hear everyday about all the great innovations that are available
today and the need for retailers to be “omni-channel” ready. The truth is most
retailers would just like to get out of the twentieth century! What I see
is that most retail businesses (especially mid-market) are still being run on legacy
systems. What that means is the companies information is all over the place and
getting a single view of your information especially in real-time is almost impossible. Over the
past five years or so as I have talked about what is needed to be
customer-centric with most retailers telling me they have bigger and basic issues
to solve. What is this? I hardly hear much about these kinds of basic issues needing to be resolved in the press or blogs? All I hear and see is the need for omni-channel, mobile,
smartphone payments, etc. The past few years have been filled with a significant consolidation in retail where the
successful retailers and VC’s have been buying up slumbering businesses that
did not make it through our last economic downturn. This is great for those companies
who are doing the acquiring, but the problem it also creates is how do you put
all these disparate enterprise systems together to run one efficient business? Not only are many retailers dealing with their
own antiquated IT systems, but also in in light of these acquisitions, the
management of multiple antiquated systems. These retailers are scrambling to
bring all of their disparate information and processes together so they can respond
to the needs of a complex and highly connected set of requirements for today’s market.
I know there are many retail companies out there that have overcome these
issues, but not as many as you may think. <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
A “house of cards” is one way to characterize this situation.
It is also further injurious because quarterly results are driving decisions
for revenue and profit, not a long term vision. This is the “elephant in the room”. How do I upgrade
and get my infrastructure and applications into the twenty first century and not
kill the company? Is the answer to this problem the ambiguous solution called the “Cloud”?
I think so if you believe and trust in the notion that someone else can be
responsible to make sure your system never goes down, provides high speed
performance, ensures your information is secure and gives you control over how
you use it. When speaking to retailers many want to get out of the IT business,
especially mid-market companies. By going to SaaS based systems you can move
from a capital intensive and internally complex business model to one where your
costs are now operational, predictable and much simpler, sort of. <o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
So is this a good idea, outsourcing your systems and
applications? The answer in my opinion is yes, but only if you do it in a
thoughtful and cadenced march having a very precise map to where you are going.
The challenge is you can never give away control. In the past you had to rip and
replace to go from an old system to a new one (think ERP). Now with these “Cloud”
based offerings you can off load applications by simply shutting the old ones
down and turning on the new ones, discarding your old hardware investments. This
journey is obviously not quite that simple and does take a lot of time. The
good news is you prioritize and choose what you want to shut down and when.This may be the only reasonable and fiscally responsible way to go.<o:p></o:p></div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal">
I believe this is the future and that over the next ten
years you will see service based business solutions becoming mainstream for
most everything a retail company does. That is precisely why the Microsoft’s, IBM’s,
Oracles, SAP’s, etc. are investing billions in this infrastructure.<o:p></o:p></div>
Anonymoushttp://www.blogger.com/profile/12352913390692323597noreply@blogger.com0