"Fine Print vs. Fine Line.” “Is the customer always right?”

As a retail consultant, one of the areas that I’ve focused on lately is the area of customer experience. Actually, I’ve been more intent on the technological advances that are creating meaningful and brand building experiences in store and online. However, I experienced a situation recently at a local restaurant that reminded me how important the seemingly day to day decisions are relative to building or maintaining brand loyalty.

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Supply Chain Leaders: Do you have the conductor to deliver transformation?

The complexity of today’s fashion retail environment with Omni-channel requirements and rising customer expectations is creating more complexity for the supply chain. I recently read an industry report that suggested the success rate for transformational business initiatives is only 30% and 70% fail to realize their full objectives.

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Labor: Strife and Shortages are the Supply Chain Achilles Heel in 2015

It’s 2015 and the supply chain is increasingly becoming a more complex operation. Demand driven requirements, omni-channel, and the increasing pressure to cut costs while improving service are forcing supply chains to become more sophisticated...

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Big Data, Small Data, or the One Thing?

A recent interesting white paper from the NRF shop.org think tank that explored one of the issues of so called big data. The white paper “Small Data is Key to Successfully Mastering Big Data” spoke to keeping the key point of what the retailer is attempting to solve from getting lost in the forest of big data. Big Data or today’s reality of new disparate data sources from social media, smartphones, etc. can introduce important new data points for a retailer to learn about their customer and more importantly how they make purchasing decisions.

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