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TouchPoints TV is a periodic video podcast which covers the Retail Industry and offers insights from leading executives on emerging strategies, innovative products and services, and recent retail news. Subscribe to the feed and stay in touch with the latest retail happenings.

TouchPoints TV at #NRF14: John Thrailkill, The Container Store


One of the best companies to work for, according to Fortune Magazine, The Container Store is seeking "simplification" in the way store employees interact with shoppers. The 63-store retailer has implemented a mobile solution from Theatro that is allowing employees to conduct all business from one spot in the store, with technology that equals what the customer has in-hand. Container Store employees are now able to keep interactions with the customer "'heads up' instead of 'heads down'. The idea of employees constantly staring down at a screen is not appealing for customers," Thrailkill explained. The Theatro solution facilitates real-time interactions between employees in-store, between stores and with the corporate office.

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TouchPoints TV at #NRF14: John Hnanicek, Charming Charlie


Last year Charming Charlie opened 50+ stores in the U.S., with more planned for 2014. The company recently launched a loyalty program focused on analytics. “We launched the loyalty program roughly 9 months ago …and already have over 4 million members,” noted Hnanicek. “We now know who are best customers are and are targeting our direct mail campaigns more effectively. Our major objective for this year is: How do we tie all this data together?” The retailer is using the Manthan customer analytics platform to tie all the information together.

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TouchPoints TV: Jennifer Zuccarini, Fleur du Mal

 

Pop-up stores present an opportunity for retailers and brands to connect with new audiences without having to commit to a long-term brick-and-mortar strategy. For example, Fleur du Mal plans to roll out pop-up shops in several markets before determining whether brick-and-mortar is the right strategy. Alicia Fiorletta, Associate Editor of Retail TouchPoints, got the chance to chat with Jennifer Zuccarini, Founder of Fleur du Mal, in the brand's pop-up shop in SoHo, New York City. In this episode of TouchPoints TV, Zuccarini shares the inspiration behind Fleur du Mal, and how pop-up shops, coupled with mobile and social media, are helping the company raise awareness worldwide.

Episode Notes:

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TouchPoints TV at #NRF13: Michael Frank, PacSun

 

Michael Frank, PacSun

Frank talks about PacSun placing its brand in the same social environments as its customers. Last year the retailer implemented a Facebook application with Revionics. “Our community size has increased dramatically” as a result of this type of implementation. “Social commerce is going to be the next step…giving them access to purchase without hitting them over the head.”

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TouchPoints TV at #NRF13: Stephen Holmes, The Home Depot

 

Stephen Holmes, The Home Depot

Holmes discussed The Home Depot’s partnership with Microsoft and Motorola, implementing handheld mobile devices in stores. The next-generation touchscreen devices handle inventory management, associate-to-associate communications and product lookup, among other functions. In 2010, the retailer distributed 34,000 devices into the stores. Microsoft supplies the Embedded 8 platform for the devices; and Motorola provides the hardware.

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TouchPoints TV at #NRF13: Alison Henriksen, Specialty Fashion Group

 

Alison Henriksen, Specialty Fashion Group

Henriksen explained Specialty Fashion Group (SFG), the largest women’s apparel retailer in Australia, with 900+ stores and 8 eCommerce web sites. The company has more than 7 million customer members in its loyalty program. SFG received a Customer Engagement Award from Retail TouchPoints in the category of Cross-Channel Analytics. The company has worked with SDL to improve campaign management.

Episode Notes:

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TouchPoints TV: Uli Becker, Reebok

 

Uli Becker, Reebok

For decades, Reebok has been a leading retailer for all things fitness. From sneakers to apparel, Reebok has kept pace with competitors by releasing cutting-edge products that allow consumers to maintain healthy lifestyles. However, the brand is amping up its customer acquisition, retention and loyalty strategies by bringing its innovative Fit Hub concept to New York City.

Featuring a brick-and-mortar store experience on the top level, and a CrossFit gym on the second, the New York City location will change how consumers perceive the brand. During this episode of TouchPoints TV, Uli Becker, CEO of Reebok, shares the inspiration behind the Reebok/CrossFit Fit Hub, plans for expansion, and how he anticipates this new venture will differentiate Reebok from other brands.

Episode Notes:

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TouchPoints TV: Dominique Schurman, Papyrus

 

Dominique Schurman, Papyrus

Papyrus has successfully stood out in the competitive greeting card market by creating a compelling in-store experience. With locations featuring a plethora of card styles and gifts for all occasions, Papyrus also amps up brick-and-mortar stores by including personalized wrapping stations and do-it-yourself card and stationary design areas. During this episode of TouchPoints TV, Dominique Schurman, CEO of Papyrus, explains how the retailer is using digital mediums, such as social media, to educate shoppers on the unique features of Papyrus stores. Additionally, Schurman shares how the retailer hit a new milestone by partnering with "Project Runway" finalist Rami Kashou on a series of wearable paper gowns.

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