Rosemary Smart
Recent activity
Comments (3)
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Comment on: Victoria’s Secret unveils plans for launch in UK and Europe
Agree there is a gap in the market. Was in the US last week and Victoria's Secret was one of the stores, I made straight for. Also the one, everybody else asked me to bring things back from. If they, Sephora, Crate & Barrel and Banana Republic expand over here big time - my US shopping bill will plummet!
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Comment on: The new focus on multi-channel CRM
Absolutely right. The challenge with this is constructing a do-able, sell-able programme. Whenever most people hear the "CRM project' it conjures up a massive project touching every area of the business with significant internal buy-in and risk. Many of the smaller retailers and online specialists have proved it works. Larger retailers should focus on Customer Experience specific goals, trial one area at the time and prove the value.
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Comment on: Peter Williams: Retail locations need reinvention to meet web challenge
Alongside the impact on shopping locations, new channels are also seen by many retailers as an opportunity to diversify their offer and white-label other goods and services. In turn, this puts the emphasis back on customer experience as a differentiator which will become increasingly important for brand loyalty. Creative use of retail space to deliver a differentiated brand experience will add a new element to shopping locations.
