The physical store was changing long before 2020, but the pandemic injected a dose of urgency into often-sluggish or piecemeal efforts. The pandemic not only redefined how people shop, it has forced companies to reengineer what stores need to look like now and will in the future. In recent months, as the world opened up,
We’ve all learned a lot in the last 12 months. Personally and in our business lives. We’ve all learned to “pivot” (the designated word of the pandemic), and we’ve heard time and again “you’re on mute.” Both defined the new world we found ourselves in, assuming we were fortunate enough to have a job, could
Today, Amazon’s success goes far beyond how it has transformed the way we think about and embrace digital shopping. It’s too obvious to talk about how Amazon’s approach to search, click and buy has transformed our definition of convenience and service. Twenty years after it launched as a place to buy secondhand school texts, it
Never underestimate the strength of the American consumer. That was clear from the very early days of the COVID-19 pandemic. As our world imploded in a matter of weeks, and uncertainty around both health and economic issues roiled the country, consumers got on with it. It was evident in the first of our COVID-19 series
When I first set out to write this, the U.S. was a very different place. We are now at a moment that calls to mind the opening lines of Charles Dickens’ A Tale of Two Cities. “It was the best of times, it was the worst of times, it was the age of wisdom, it
NEW YORK — I was in Trader Joe’s for the first time in a while. I don’t usually shop there because there’s not a store close to me. What struck me was how the brand story has remained so relevant, so fresh, in spite of much new competition. It also struck me that in a
Recently, I was sitting in a meeting with clients from a large consumer packaged goods company who were discussing amongst themselves how the company’s CMO had added an extraordinary number of people with digital and omnichannel expertise to his team, while they, the customer team leads, had a hiring freeze. Yet, they’re the ones who
If ever there was a topic on everyone’s mind these days it is health. No, don’t panic: I’m not referring to all the vitriol coming out of Washington around the repeal of the Affordable Care Act (although clearly that’s one reason). What I am talking about is how, in this retail environment, where growth is
If you do business in the drug channel, the question of what happened to drug store traffic over the last few months is one I’m sure you’ve been seriously puzzling over. That and several others: Was it an aberration? When will traffic return? Will it return? Why did it happen? And, oh yes, how should
The continuous roller coaster of retail sales results could make even the greatest optimist weep. In recent months, when retailers like Macy’s, Nordstrom, Kohl’s, J.C. Penney and Target reported less than stellar results, it was hard not to take on a Chicken Little view that the sky was falling. Retailers blamed a variety of factors:
I’m sure the last thing you want to read, yet again, is another treatise on the impact of the Great Recession on the U.S. economy. So apologies up front. All I can say is that the effects of the recession have still not gone away. That is clear in our biennial How America Shops MegaTrends
When Target announced its first quarter 2015 results earlier this year, it was clear how quickly the world had changed. Chief executive officer Brian Cornell said, “We’re encouraged to see early progress on our strategic priorities, including strong sales growth in apparel, home and beauty, nearly 40% growth in digital sales, and positive traffic in
For longer than most of us can remember, the success of U.S. business has been driven by the homogeneity of the population — either how it looked (mainly Caucasian) or what it wanted (similar aspirations). However, as we look ahead, that will not be the future. Not so long ago, the United States was predominantly a