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Retail Paradox Weekly
Retail News Analysis by RSR Research
March 4, 2008
Customer Centricity: Despite Knowing, Retailers Often Can't React
By Paula Rosenblum, Managing Partner
3/4/2008
TECC Store was published in 2007 shortly after the
University of
Michigan' s American Consumer Satisfaction Index (ACSI) publication. We observed that while the ASCI reported Americans were apparently never more satisfied with the goods and services they purchase... More
Digital Signage: Those Awkard Teenage Years
By Nikki Baird, Managing Partner
3/4/2008
Last week I attended the Digital Signage Expo, celebrating its 5th year. It has come a long way from Navy Pier in Chicago , not just physically to
Las Vegas , but "mentally" as well – in the topics covered and in the way attendees spoke about those topics. The move reflects an increasing maturity about the space. Gone from the expo hall were the scrollbar, LED, and "flashy" sign people, replaced instead by interactive software vendors, there to turn a plain old screen into something more.
The language used reflects the growth.... More
Going Around, To, or Through the CIO: It's Still an Issue
By Brian Kilcourse, Managing Partner
3/4/2008
I attended a user panel discussion at a technology conference last week that was billed as a discussion about how the assembled executives and the companies they represent had achieved better results with the sponsor’s business application. On stage, one of the participants, a senior vice president, was providing a living, breathing example of the "IT/Business alignment" problem, thoroughly trashing his IT organization (in absentia, so they couldn't defend themselves). He described how he got tired of waiting for that organization to deal with his problems in the timeframe that he wanted, and so… ... More
What Needs to Happen with Data Security?
By Steve Rowen, Partner
3/4/2008
The events of September 11, 2001 brought the topic of terrorism front and center. And while tremendous value always results from intelligent discussion of a core problem and possible solutions, do you feel any safer? Conversely, the TJX breach, while not life threatening, brought the topic of customer data security front and center. Like 9/11, it was a potential catalyst to bring about much-needed reform. But as the story has played out, are customers any safer?
I am not in any way drawing comparisons between human life and sales of retail goods. Instead, I use the example to point out how entirely possible it is to recognize a problem, truly desire to solve it, but due to a lack of core understanding, ultimately make matters worse... More
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