29 June 2004
Trouble in eCommerce paradise? You betcha. First, Toysrus.com sued Amazon.com for allegedly violating its exclusivity agreement. Now, Amazon.com is suing Toysrus.com for allegedly failing to meet the terms of its contract. Last summer, we predicted that Amazon.com would have partner problems as it grows into a gigantic retail portal -- though we didn't expect lawsuits this big.
Where You Can Find Us
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Baltimore, July 14-16, 2004. Carrie Johnson will be speaking at Shop.org's "Best Practices in Online Merchandising" workshop. |
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New York City, September 19-21, 2004. Join our consumer industry analysts for Forrester's 2004 Consumer Forum, featuring JetBlue's CEO and Leo Burnett's CEO. |
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Summer Reading For Retailers
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Retailers Adopt eLearning To Groom Smarter Store Associates |
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Nike Does It Right: Just-In-Time Training |
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Web-To-Store Winners: Wal-Mart Gets More Lift Than Target |
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Retailers That Win Consumer Loyalty |
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Smart Screens Diversify In 2004 |
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How To Sell Consumer Electronics Online (European) |
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Why Leisure Travelers Book At Their Favorite Sites |
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Summer Reading For RFID SWAT Teams
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BT Sets The Standard For Hosted RFID Offerings |
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Linking RFID And Global Data Sync |
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Worried About ID Theft?
You're not alone. Our research shows that 9% of US online consumers -- more than 6 million US households -- have experienced ID theft. These consumers become more worried and cautious about their online behaviors (see figure below). Read the research "Consumer Concerns Over Identity Theft And Fraud" to learn more about this trend and make sure your company is taking every step to protect customers and their information -- online and across all channels.
Consumers Worry About ID Theft
To celebrate summer (vacation), I've decided to write some "Retail Postcards" to my loyal readers. |
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Postcard No. 3: Greetings from Portland, Oregon! Yes, I live here, and you might think it's weird to send a postcard from home, but hey, I love this city, especially when the roses are blooming! We're in the midst of a serious downtown retail expansion, so I spend a lot of time sniffing around various stores to see how traffic is flowing, what's selling, who's delivering great multichannel experiences, and who is using store technologies to their advantage. Turns out, retailers in Portland are doing some pretty nifty stuff. Kiehl's uses a CRM system at its POS to identify customers and make suggestions based on prior purchases; Nike is pioneering a cool associate training program called "Sports Knowledge Underground" to give salespeople the product knowledge they need to sell more footwear and apparel; REI just relocated its Portland store and is living proof that kiosks can work; and Saks Fifth Avenue delivers world-class customer experience through its store concierge and SaksFirst credit card programs. If you haven't checked out your own city's retail scene lately, make it a point to get out there this summer -- there are plenty of sights to see!
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