Here are some damn good articles we’re reading this week with insights into how big retailers are innovating with their multichannel strategy and opinions about how channels should be maturing in the future.
ECONSULTANCY, BY GRAHAM CHARLTON
An interview with John Lewis’ Head of Online Delivery and Customer Experience Sean O’Connor.
AT KEARNEY, RESEARCH
A study of cross-channel shoppers examining shifts in channel use in the American market. AT Kearney asked 4,000 Americans how they engage with companies and what they expect from those interactions. Even though the UK is the worlds biggest adopters of ecommerce and multichannel retail, it’s very interesting to see how a much bigger country is changing and adapting to improving technology.
eConsultancy, by MATT OWEN
A study of the new Pinterest design and how this could change the face of Social Commerce, again. With more features around related pins, could this be the push that the social channel needs to be truly commercial?
FAST COMPANY, BY JEFF KATZ
An opinion piece relating how airlines have changed the way we think about travel by capitolising on our needs at the right time and how that could relate to the bricks-and-mortar channel in the retail industry. Water while you shop for your Gap jeans and shirts? A dressing room with the option to prepay for your purchase? The best price for a product offered only in-store?
Luxury Daily, by Tricia Carr
A look into US luxury retailer, Barneys, and how they are clearing the shop floor for more merchandise AND streamlining the customer experience by using checkout technology on an iPad.
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