Designing the next generation customer experience in multi-channel retailing

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August 04, 2008

Green with Intimacy

For this post, I’d like to get a little more concrete on the potential of using the new channel framework to analyze & optimize a marketer/seller-customer relationship.

 

One company I like that deals with a potential retail “channel” in many different ways is Recellular.com. Recellular is in the perhaps unglamorous but important business of "electronics sustainability"--they work to keep the millions of cellphones, PDAs, and related accessories that get replaced annually out of landfills. How might they adopt our framework?

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Posted by Vince Cavasin at 01:04 AM | | Comments (1) | TrackBacks (0)

July 19, 2008

Can you direct me to E Commerce Street?

I was recently going through some old digital photos and came across the following I thought readers of this forum might get a kick out of: 

ECommerceStreetSmall.jpg

 

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Posted by Vince Cavasin at 02:49 AM | | Comments (2) | TrackBacks (0)

June 23, 2008

Assortment & ranging in a multichannel context

Multichannel retailers are confronted with the challenge of assortment and ranging across their online and offline channels. What's the overlap between the merchandise mix offered online vs in the stores? There are signficant implications to the merchandising decisions because it affects the customer experience, synergy between what the consumer sees online and finds in the stores, the cross-channel capabilities that allow customers to buy merchandise online from store inventory etc. These are not easy decisions and affect issues that transcend people roles, responsibilities, metrics, business processes and technology integration.

Posted by Ashish Jandial at 03:28 PM | | Comments (0) | TrackBacks (0)

May 05, 2008

eCommerce Strategy is Hard (Too)...

Regarding Steve’s posting, “eCommerce Engineering is Hard”, I have to put in a couple cents about the up-front strategy portion of an eCommerce project, which in my experience is just as hard—and often not sufficiently addressed by many companies.

 

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Posted by Vince Cavasin at 05:12 AM | | Comments (0) | TrackBacks (0)

August 13, 2007

Are B2B websites facing an identity crisis?

Increasingly, companies that have a B2B business model are realizing that their current websites are not designed to provide a rich, interactive and user friendly shopping experience.

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Posted by Ashish Jandial at 09:12 PM | | Comments (4) | TrackBacks (0)

June 04, 2007

Ecommerce Implementation Pitfalls

Ecommerce implementations programs are complex and challenging. Not all retailers have the internal capabilities or scale to execute on them successfully. Interestingly, a leading research analyst confronted me with the question - "So what are the challenges that we need to be aware of before embarking on ecommerce implementation programs?"

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Posted by Ashish Jandial at 06:45 PM | | Comments (0) | TrackBacks (0)

Role of ecommerce in Multi-channel retailing

A leading research analyst who covers ecommerce and multi-channel retailing asked us about our point of view on the role of ecommerce in the overall multi-channel retailing strategy and which of the two is a driving/determining force.

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Posted by Ashish Jandial at 06:29 PM | | Comments (0) | TrackBacks (0)