Bryan Pearson

The $5 Bonus: The Effective Psychology Behind Costco’s Membership Fee

Basic math may indicate that Costco has 225 million good reasons to increase its annual membership fee. In truth, shoppers of Costco may have...

Staging An Experiential Marketing Encore, The Bloomingdale’s, Brooks Brothers Way

There’s no business like show business, and retailers are vying to get in on the act. More merchants are turning to Broadway in their...

Making Self-Checkout Work: Learning From Albertsons

By removing more self-service checkout lanes at its stores, Albertsons raises the question of whether self-service is worth the cost – in dollars and in customer...

Zappos Rewards And Online Loyalty: 5 Ways Digital Retailers Excel At Rewards

Gilt leverages a graphically attractive explainer that looks like a page from a fashion magazine – not a wall of type – to get...

Checking Out Of The Showroom: 3 Lessons From West Elm’s Hotel Foray

West Elm’s plan to enter the hotel business is the latest example of a retailer seeking revenue streams beyond the showroom. It also copies...

The Hidden Value Of Thanks: 3 Ways Apple, Lululemon And Others Do It

Recent research shows a third of consumers prefer that companies thank them in the form of points or miles – indicating the pervasiveness of loyalty...

We Have A Bot For That: How Aldo, Frank + Oak Put The Shopper...

In retail, technology-enabled services are humanizing automation by providing shoppers a framework not only of what is in style, but how to wear it....

In Brand We Trust: How Recalls At Trader Joe’s, Costco, Can Enhance Customer Engagement

A recent recall of almost 400 frozen fruit and vegetable products is one more reminder of the effective role data can play in alerting...

J. Crewsing Into CEO Branding: What Mickey Drexler Can Learn From Loblaw, REI

J. Crewsing Into CEO Branding: What Mickey Drexler Can Learn From Loblaw, REI In his personal letter to shoppers, J. Crew CEO Mickey Drexler appears...

Data Deals: 9 Little-Known But Highly Profitable Retail Insights

Data Deals: 9 Little-Known But Highly Profitable Retail Insights The combination of customer insights available today produces clearer understanding than ever. These nine “gee whiz”...

The Internet Of Things To Come: How Nespresso, Apple, Nest Grind Out Predictability

The Internet Of Things To Come: How Nespresso, Apple, Nest Grind Out Predictability The adaptation of digital technology across products, from clothing to coffee, is...

Kroger’s ClickList Fuels Points For Chain, But What’s In The Cards For Customers?

Kroger’s ClickList Fuels Points For Chain, But What’s In The Cards For Customers? Kroger is extending its ClickList online-ordering service to new markets, but that...

Restoration Hardware’s Burning Question: 3 Tips For Rescuing The Customer Experience

Restoration Hardware’s Burning Question: 3 Tips For Rescuing The Customer Experience The CEO of Restoration Hardware captured lots of attention for the message he sent...

With ‘Friends’ Initiative, Whole Foods Tries To Put Hip, Local Spin On Stores Within...

The grocer’s outreach to include “Friends,” such as bike repair shops, in its new 365 stores shows the natural-foods chain understands that customers cannot...

Digital Sucking Sound: Email, Not Price, Is Costing Retailers Sales

Companies are failing at one of the most-used forms of customer service, emails, and it is sending their customers away. For retailers, this failure...

Starbucks Loyalty Change Brews Anger, Filters Out Value of Experience

The shift in how members of My Starbucks Rewards earn stars may be a test of its customer loyalty, but with the program’s expanding...

As CVS Converts Target Pharmacies, Data Is Key To Health

As CVS Converts Target Pharmacies, Data Is Key To Health As CVS/pharmacy enters the thick of converting 1,700 Target pharmacies and clinics to its own...

With Amazon Stores, Data Can Be A Best Seller For Shoppers

With Amazon Stores, Data Can Be A Best Seller For Shoppers While a recent report that Amazon.com plans to open hundreds of stores may have...

Data Depend-ents: How REI, Harley-Davidson And Starbucks Win Trust With Relevance

Data Depend-ents: How REI, Harley-Davidson And Starbucks Win Trust With Relevance The ways in which consumers share their data has expanded dramatically over recent years,...

Amazon Prime’s Special Offer: A Primer On Loyalty Don’ts

Amazon Prime’s Special Offer: A Primer On Loyalty Don’ts When Amazon celebrated its Golden Globe win by reducing annual rates for new Prime members, full-priced...

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