By now, retailers have heard about the importance of building relationships with shoppers, improving loyalty to stores and brands, and doing it all by customizing offerings and services for shoppers.
To accomplish this, many already are customizing their offerings based on past experience, but they
For retailers, couponing presents a familiar conundrum.
While coupons are a proven driver of store traffic and top-line sales, they focus customers' attention on price and create an environment where it's difficult to provide differentiated offers or service levels based on customer value.
Do your employees trust you? The brutal truth is probably not. It may not be fair, and you may not want to hear it, but chances are that previous leaders have poisoned the ground on which you're trying to grow a successful business.
While retail sales figures are looking grim, mobile shopping just keeps gaining. During the past holiday season, mobile commerce was up 63 percent in the US, according to Business Insider.
That's hardly a silver lining for today's retailers.
Adapted from "Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People" (McGraw-Hill)
Before we examine the adaptive and progressive strategies Starbucks designed to ensure that the brand stays relevant, let's take a moment to look at one o