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Sarah Jacobsma

Is This The Future Of Retail? AT&T Thinks So - Forbes - 3 views

www.forbes.com/...future-of-retail-att-thinks-so

mk473 customer experience forbes

shared by Sarah Jacobsma on 24 Sep 13 - No Cached
  • AT&T’s research found that consumers who want to buy a specific product and have it delivered to their home will simply do it online. But for those who enter a store, their purpose is to learn, to experience, and to speak to a person.
  • AT&T’s research found that consumers go to the web to conduct ‘transactions;’ they go to a store to discover solutions to help them live, work, play, and learn.
    • Sarah Jacobsma
      Sarah Jacobsma on 24 Sep 13
       
      AT&T's research has really allowed them to create a omni-channel retailer. This allows consumers to learn about a product and use them before the purchase is made. How do you think this interaction with different phone models will effect companies such as Apple -- who already offer their customers this type of environment?
  • How do we want people to feel when they enter our store?
  • Sarah Jacobsma on 24 Sep 13
     
    This article discuses the future of retailing for AT&T specifically for brick-and-mortar locations. Their new store design will offer highly personalized services, solutions - not transactions, and emotionally engaging experiences.
  • ...2 more comments...
  • John Cummings on 24 Sep 13
     
    This validities my the presentation that I did in class last week stating that the omni-channel retailing approach is where the retail industry is heading... Great article....
  • rteufel on 24 Sep 13
     
    I agree with AT&T's stance on store layout and in-store customer service since this was the aspect of Phone retailing that was missing most of the time. At least that is my experience from Germany and the Netherlands. I think there is a huge potential for this model in other markets then the US as well.
  • Carly Foley on 25 Sep 13
     
    I like the idea of the reps having tablets and their not being a counter between the customer and the rep. It would feel so much more friendly. I kind of want to go to the store next time I'm up that way. I think it is a good idea.
  • Sarah Wesp on 26 Sep 13
     
    Great article! My article is also discussing omni-channel retailing and I really do think this is where retail is heading and think it is going to greatly improve overall customer experience!
Sarah Wesp

IKEA's 2014 catalog lets shoppers virtually furnish a room (Video) | RetailCustomerExpe... - 2 views

www.retailcustomerexperience.com/...virtually-furnish-a-room-Video

mk473 customer experience omni-channel retailing technology

shared by Sarah Wesp on 24 Sep 13 - No Cached
  • allows shoppers to actually see how items will look inside their homes before they buy them.
    • Sarah Wesp
      Sarah Wesp on 24 Sep 13
       
      Seeing what the furniture would look like in your home before actually purchasing the item..how cool! What do you guys think?
  • scan the catalog with the AR app on a tablet or smartphone
    • Sarah Wesp
      Sarah Wesp on 24 Sep 13
       
      Creating this AR app is one of the ways IKEA is really integrating the omni-channel retailing.
  • Sarah Wesp on 24 Sep 13
     
    Be sure to watch the video in this article on how this AR app is going to work.
  • ...1 more comment...
  • Kyle Werner on 24 Sep 13
     
    IKEA is evil. Do they really have to make EVERYTHING they do fun? Consumers travel on buses to visit IKEA stores across the country, visiting one of their brick-and-mortar stores is an adventure! But now IKEA is making it fun to decorate your own room....from the comfort of your own room! This is an excellent step into the future of electronics and retailing. What a fantastic read.
  • jkayjohn on 24 Sep 13
     
    I think this is an amazing concept! Now not only have they made online shopping more fun and interactive but it is also a much more efficient way of shopping for the right piece of furniture. You no longer have to worry about taking measurements or samples to make sure the furniture matches up with the room. Instead, you can virtually place the chosen piece right in the room with accurate measurements and design and see how it looks before even buying it!
  • Sarah Jacobsma on 24 Sep 13
     
    This app seems super exciting. I love rearranging and decorating my own room and this app allows for people to physically see an idea on a screen that was originally just a vision. It is great to see how more and more companies are integrating omni-channel retailing to improve the customer experience whether it be online, in store, and mobile.
Kate King

Despite $3M E-Com Stumble, Finish Line Keeps Pace in Omnichannel Race | Retail Trends |... - 3 views

risnews.edgl.com/-Pace-in-Omnichannel-Race85587

mk473 Finish Line

shared by Kate King on 08 Oct 13 - No Cached
  • Paige Laughlin on 10 Oct 13
     
    I like how Finish Line addressed the issue when being asked about it. They did not put down the omni-channeling idea after their first attempt failed, but rather expressed the importance of it and the importance of doing it right. I think it made them seem very professional and very customer-focused. I think the employees using iPads is a great idea for Finish Line. It would be very helpful for customers to know right away whether they had their size in the back rather than having to wait for the employee to check and then return and find the customer. While the hiccup with the system may have cost them, I think the general idea is a great one, as long as it is executed properly.
  • ...1 more comment...
  • Sarah Jacobsma on 10 Oct 13
     
    I 100% agree with Paige -- this article shows the importance of e-commerce and omni-channel retailing has for companies. Although Finish Line lost $3M at thier first attempt of the use of e-commerece they did not let that get them down and are continuing their efforts. I think that use of iPads in the store will improve customer service as well as operations as a whole. The idea of employees being able to tell me weather if they what I want in stock right away puts them at an advantage the worst is when you wait minutes just to find out the store does is currently out of that size of style. I think the use of iPads will also increase sales -- especially if you can order it and have it shipped for free right there and then. As long as the new system has no hiccups it will be great for Finish Line and will greatly benefit them on multiple stand points.
  • Thomas Holmes on 10 Oct 13
     
    I have to agree with Sarah and Paige, failure isn't about falling it's about staying down. It is easy to see that Finish Line won't stay down and are eager to try again. For a shoe company which doesn't have a lot to separate itself from its competition, the desire to do better and offer new services is an important aspect to keep them as a top competitor in the market.
  • Sarah Wesp on 10 Oct 13
     
    Agreeing with Sarah and Paige, I think Finish Line was very professional in the way they handled the "hiccup." It is clear that not everything can work smoothly 100% of the time, but I think they are doing a great job bouncing back from that. Also, going along with what they have already stated, I think the iPads really are going to improve the customer service because I know when I'm shopping for tennis shoes and they have to go back and look and then they get stopped by someone else and other people ask questions on their way to look, it can take a while so I think costumers will really appreciate the employees being able to let them know if they have what they want right at that moment. I think this will be very beneficial for the company!
Paige Laughlin

Nordstrom Pinterest 'Top Pinned Items' Come To Life In Stores (PHOTOS) - 8 views

www.huffingtonpost.com/...strom-pinterest_n_3510584.html

mk473 promotion onlinemarketing

shared by Paige Laughlin on 05 Nov 13 - No Cached
  • Paige Laughlin on 05 Nov 13
     
    This article details Nordstrom's attempt to promote its products in store by using the ideas and thoughts of their customer's from their Pinterest site.
  • ...2 more comments...
  • Lina Goens on 05 Nov 13
     
    Great way to take advantage of the omni-channel possibilities! In the short term it will be interesting to see if these marked products have an increase in sales. I think in the long run this will help enhance the overall brand image since Nordstrom is integrating their online shoppers into the brick-and-mortar facilities. Someone commented on the article and said it nicely, "Labeling your company's "Top Pinned Items" in the physical store is a clever way to give a nod of appreciation to your online followers..."
  • Brock Naylor on 05 Nov 13
     
    This is an excellent representation of omnichannel retailing at some of it's finest. As Pinterest continues to grow as a Titan in the social media and image sharing realm, Nordstrom is capitalizing on it's already strong foundation through this channel. Since many if it's consumers could probably be profiled as pinners, all they are doing is taking excellent basis for opinions and incorporating it into their layout, features products, and presence alike.
  • Kara Blakley on 05 Nov 13
     
    I think this is a GENIUS idea! So often on Pinterest, people label their clothing boards as "My Dream Closet!" By highlighting what items are pinned the most, women specifically feel like their dreams can become a reality! And so often with online shopping, we can't touch/feel/try-on the items. Now we can "pre-shop" online and actually buy the item after looking at it in a physical retail location! A normal item that once sat on the shelf can be highlighted as a "special" or "elite" item just with a simple circle logo! I love this idea - this article has actually motivated me to go to Nordstrum just so I can see the Pinterest logos on items! (And I'm also going to follow their boards online too!) A win-win for both the company and customer!
  • meganbos on 05 Nov 13
     
    This is similar to what Jcrew has donein only launching their catalg on Pinterest- they are then saving lots of printing costs and providing a direct link to purchase for their customers online
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