RetailSmart

Turning consumer insights into sell-through strategies for the retail supply chain.

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GMROII- Principles and Calculations

Feb 28, 2010 1:59pm

The GMROII concept is easy to understand. It also makes intuitive sense. As a retailer, your product mix is a combination of higher/lower margin products that sell at different rates. Would you rather have: A product with 50% GM that turns over 2x a year, or A product with a30% GM that...

Six things that have changed about customers

Feb 25, 2010 2:00pm

I found an interesting (PowerPoint) presentation about the retail strategy of US retailer Family Dollar. In it they note a few things about consumer behaviour in the current climate. You can download the presentation at retailsmartresults.) Based on that analysis, and a few additional resources, I have compiled this little list...

Customer service that money can’t buy

Feb 21, 2010 1:24am

Image via Wikipedia Do we really believe in customer service strongly enough to take the actions that are required to make the changes? In my experience, the answer is that in the majority of the cases, unfortunately not. And the reason for not making the changes is not because they shy away...

Acceptance

Feb 17, 2010 2:10pm

[Cross-posted form Inside Retailing.] What is the hardest thing for people to do? What is the hardest thing for you to do? Have you ever watched IDOL – the TV talent quest (or any show like that) wondered ‘why has no-one ever told them that they couldn’t sing’? But you see,...

Who is right?

Feb 14, 2010 1:14am

Do you serve your customers the way you believe they should be served or the way they want to be served? And the difference is not necessarily small, and just to keep things fair, this illustration from my daughter’s life. She has a mobile phone agreement with Virgin. Her Samsung touch...

If you are good, you can afford it

Feb 12, 2010 1:00pm

I watched a movie on DVD the other day – Looking for Eric – starring (and produced by) Eric Cantona. If you are not a soccer fan, Eric Cantona is the Andre Agassi of soccer (football as they call it) and the bulk of his career was spent at Manchester United....

The alternative to great customer service is…

Feb 8, 2010 2:33pm

[Cross-posted form Inside Retailing.] Let us nail down the incontestable truths first; or at least those facts about customer service that I hold as true: Customer service is easy to understand. Customer service is hard to implement. Customer service is hardest to copy. Customer service is different for everybody. Customer service can make the difference between...

Retail and Technology: Convergence

Feb 8, 2010 2:09pm

This technology by Microsoft has interesting implications for retail, don’t you think? Not sure how far it extends beyon the example shown – but once it starts working for things like fashion garments (i.e not only tech products) then it will be a game changer… HT: bimtech-retail.com And here is the change...

What is wrong with this ad from Google?

Feb 8, 2010 12:55am

Google played their ad ‘Parisian Love’ on Superbopwl 2010. There many things that I don’t like about the ad; but my gripe is: Google makes its money from ads – and not once do they show how this particular search experience uses the ads. If I was advertising on Google I would be...

The art of consistency

Feb 7, 2010 2:00pm

[Extracted from the January issue of RTLL Newsletter.] Anyone who has ever run a business will tell you that it is the hardest thing: how do I get my people to be consistent. They really mean: how do I get my people to be more like me – to care as...