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A critical moment to build customer loyalty

A critical moment to build customer loyalty

The promise and power of personalization is always based on relevance, which requires the most robust understanding of how customers shop and their ever-changing needs in terms of categories, products, brands, information, price, value and channel. Throughout the pandemic, there have been tremendous changes that impact almost every way these customers shop — from their

After the deluge: Product assortment in the new normal

After the deluge: Product assortment in the new normal

For drug, food and mass retailers, assortment management is a perennial challenge in the best of times, one that requires discipline and sound practices. The COVID-19 pandemic elevated the stress placed on assortment management to a new level. Demand signals were shattered by unpredictable shopper behavior across categories. Massive disruptions meant that supply chains struggled

A shopper-centric view can help chains and vendors

A shopper-centric view can help chains and vendors

The basis of the relationship between retailers and their suppliers across all channels is rarely collaborative, resulting in a typically combative approach on both sides. The retailer advocates for the shopper by negotiating lower prices, higher quality and better services from suppliers, which primarily want to make the consumer loyal to their brands. In successful