What the Grocery Stores Holding Their Own Against Amazon Are Doing Right


This post is by Amit Sharma from HBR.org


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They know how to build customer loyalty.

How Retail Can Thrive in a World Without Stores


This post is by Amit Sharma from HBR.org


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Kenneth Andersson for HBR

Historically, shopping has been a sensory experience. Store associates served as personal shoppers, helping customers pick out items. Shoppers gauged quality by the look and feel of a product. They asked for sales associates’ opinions when they tried on clothes. It was as much an emotional experience as it was a physical, tactile one.

That traditional “personal touch” shopping experience is hard to replicate online. As more companies struggle to find their niche with the modern consumer, they’re turning to new technologies to recreate this sensory experience. What’s emerging is what I call the “StoreHouse” — a hybrid model that merges the physical benefits of a real-world store with the convenience of home. To embrace this market shift, retailers will need to experiment with a range of technologies and strategies across marketing, supply chain, and merchandising. Here’s how some brands are already doing this:

Making the bedroom the

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How Predictive AI Will Change Shopping


This post is by Amit Sharma from HBR.org


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Online Retailers Should Care More About the Post-Purchase Experience


This post is by Amit Sharma from HBR.org


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In 2005 A.G. Lafley, who at the time was CEO of the world’s largest advertiser, Procter & Gamble, introduced a marketing concept he called “the moment of truth” for building brand loyalty. Soon retail brands aligned their strategies around two critical moments: 1) when a customer decides whether to purchase a product, and 2) when a customer uses the product for the first time. With the rise of new technologies like the internet and mobile, there are additional critical junctures for increasing the buying likelihood, including at the research stage. Five years ago, online review sites such as Yelp and TripAdvisor led to Google introducing the zero moment of truth, a crucial part of the buying process. Meanwhile, stats show that half of e-commerce is now done on mobile, heralding in the mobile moment of truth.

Today, retail brands create customer experiences around these four moments and focus on

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