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Going Mobile continued from page 18


mortar. Mobile removes the physical barriers to retail sales and promotion of goods. Cross channel, in this instance, is strongly connected to the, “Reserve and Collect,” or, “Re- search and Collect,” activity, in which consumers are encour- aged to come to the physical store to collect their goods, and also where additional up-sell and cross-sell opportunities exist. This is, in fact, not a dif- fi cult thing to achieve, as many shoppers prefer to collect goods than have them delivered. Typically, this is the case for families in which both parents work and are not at home to accept deliveries, or for single working young adults who are not often at home. “With consumers continuing


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to be more careful with their dollar as their cross channel shopping expectations rise, re- tailers will fi nd that a seamless cross channel experience will be critical in capturing wallet share,” says Jim Bengier, glob- al retail industry executive for Sterling Commerce. “Retailers who have their order manage- ment and inventory visibility processes in place will be best positioned to incorporate the mobile channel into the con- sumer shopping experience, to take advantage of the growing consumer interest.” This story was adapted from a report in eCommerce Times. ■


Upheaval in Retail continued from page 19


of, “total consumer power,” as buyers use digital technology to determine what, how, and when they buy. The book outlines three prin-


ciples that the authors argue will determine which businesses survive. The fi rst is to establish a, “neurological relationship,” with the customer, the kind of rewarding customer experience that builds an emotional rela- tionship with a brand or store. Second, brands need preemp- tive distribution, so they’re available to the customer almost immediately. Third, retailers need total control of their val- ue chain. That is, even if their goods are sold in a department store, they should make sure the items are presented in a way that reinforces the relationship with the customer. The authors say their research into retail companies broadly supports their three principles. This story fi rst appeared in the LA Times. The full story is available at http://tinyurl.com/6yqco4b. ■


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