Top Stories of 2009

As 2009 comes to a close, I wanted to thank you for your continued support and interest in Retail TouchPoints. This was a difficult year for the retail industry, as consumers tightened their spending habits and competition heated up across channels. Forunately, many new tools and tactics have emerged to cater to the changing consumer mindset.

As always, we welcome your feedback on our content and encourage suggestions for editorial topics in 2010. In order to keep pace with the changing environment, we are committed to reporting on the latest retail trends, solutions and touchpoints to provide cutting edge content to our readers. Continue reading “Top Stories of 2009”

A&P Launches Online Printable Coupons


AandPCoupons_previewThe Great Atlantic & Pacific Tea Company, Inc. recently premiered a new online coupon gallery available via its banner Web sites, in partnership with, a leader in Internet printable coupons.

Shoppers looking to stretch their dollars can visit coupon galleries at A&P, Waldbaums, Super Fresh, Pathmark, Food Emporium and Food Basics. Each gallery features hundreds of dollars of savings on all departments throughout localized supermarkets. Users can logon, browse the coupon galleries and press “clip” to print desired coupons to use at their next grocery shopping trip. Continue reading “A&P Launches Online Printable Coupons”

Handheld POS Solution Grabs Rave Reviews At Movie Tavern Chain


WEBDT_2_SMALLFocused on providing customers with an optimal experience, Custom Business Solutions, Inc. (CBS) partnered with Texas-based Movie Tavern, and recently rolled out DT Research’s next-generation Handheld POS Terminals, the WebDT 430, in the chain’s 14 theatre-restaurant locations.

“CBS goes back many years with handheld installations and it’s exciting to see where the technology is today and what impact it can have on an operator’s success,” said Art Julian, CEO of CBS. “Today the WebDT 430 handhelds have all the capabilities of a full-size POS terminal, and then some. For a concept like Movie Tavern, handhelds are a key to the guest’s experience and they are a big factor in keeping labor costs where they should be.”

Continue reading “Handheld POS Solution Grabs Rave Reviews At Movie Tavern Chain”

Office Max, Crate & Barrel Lead List Of Mobile Commerce Sites Hitting For Holiday Rush


CrateBarrel_smallIf there are still lingering doubts about the role mobile devices will play in the retail environment, this holiday season will likely put them to rest. Mobile Web platform provider
Usablenet, which launched eight new mobile commerce sites in the last two months, which is comparable to the number of mobile site launched over a full year.

All of these retailers have discovered this year that mobile Web is a significant portion of their potential traffic of their regular Web site,” said Jason Taylor, VP of Mobile Products at Usablenet. “[Consumers] don’t really distinguish a difference between the Web on their phone and the Web on their computer, so they want to go to the Web site and have a successful experience regardless of what mobile phone they’re using.” Taylor points to the iPhone as a driving force behind the growing population of Web browsing via mobile phones.

Continue reading “Office Max, Crate & Barrel Lead List Of Mobile Commerce Sites Hitting For Holiday Rush”

Dig for Gold in Your Demand Signal Data


qlikview_offerRing in 2010 with the right tools to drive new opportunities. QlikView invites you to join us at NRF’s Big Show 2010 to explore how best in breed BI analysis can help your company mine and capitalize on revenue sources, better understand and manage operating expenses, and create greater profitability.

The challenges CP companies and retailers have faced in the past aren’t new, but the tools to attack them in 2010 are. A recent Consumer Goods Technology report highlights how 3 global leaders are taking a disciplined approach to sales, profit and revenue analysis, and gaining powerful insight into:

  • Sales opportunities across retail customer, product, and end-consumer segments
  • Profitability for each customer/account, line of business, or business unit by product, customer or deal
  • Revenue, cost and profit leaks from sales to operations to production to supply chain


Solution Spotlight: AisleFinder Helps Consumers Navigate Stores with Interactive Kiosk Map


Created in 2008, AisleFinder is an in-store interactive shopping display and kiosk application designed to enable shoppers to quickly and efficiently find the items they want to buy within medium-to-large sized shopping/retails stores. You can think of it as Google Maps for the store. The solution provides a Web site and iPhone application designed to help customers find desired items by directing them to the aisles where the items can be found.

AisleFinder is for grocery and retail locations that want to add value to their brand, as well as the customers shopping experience by giving customers a way to explore the store and do more targeted shopping. If we can save the customer time, they have more time to explore the store.

Continue reading “Solution Spotlight: AisleFinder Helps Consumers Navigate Stores with Interactive Kiosk Map”

Beyond The Madness: 3 Crowd Management Tactics For Multichannel Merchants


By Nick Godfrey, Partner, Customer Portfolios

nick_godfrey_smallIt looks like the Thanksgiving weekend passed rather successfully and uneventfully as Black Friday took in slightly more shoppers without incident and Cyber Monday continues to grow. Before the holiday came upon us though, I noticed with interest that the National Retail Federation (NRF) has advised its members to prepare for “crowd management” this holiday season. Issues such as loss prevention, in-store security and customer safety are the hot buttons there and it is certainly an important issue. After all, it’s the customer experience that’s important at retail, whether it’s a Black Friday midnight sale or a high-end boutique showing. It makes sense to consider that while you have all those people in your store, why not get them for the long-term relationship vs. the fleeting thrill of Black Friday bargains? This also got me thinking though that crowd management is just as important for multichannel retailers. The issues are different but the outcomes — stronger customer relationships — are the same.

Continue reading “Beyond The Madness: 3 Crowd Management Tactics For Multichannel Merchants”

Succeeding Store By Store


Succeeding Store By Store
Migrating From Cluster Driven Strategies to Executing at
a Local Level with Store-Centric Performance Management

ra_imageCut-throat competition, razor-thin margins and increasingly demanding customers are forcing retailers to bridge the gap between headquarters and the individual store. Through headquarters/store collaboration and the use of store-centric analytics, lead- ing retailers are getting an edge on their competitors and improving profitability.

Today’s smartest retailers know that the battle is won and lost at the store level and they continue to work to find the best ways to localize store strategies. One often overlooked reality of real-time retailing is that every single competitive lever is impacted by how well it is executed at the store level and how well that specific store is able to counter competitive moves.

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Holiday Sales Continue Cyber Shift, Helping Strong Cross Channel Players


bf_cap1_smallBlack Friday has traditionally been the bellwether day for the holiday for the holiday season, with the foot traffic counts and register rings in brick and mortar stores foretelling how the rest of the holiday season would shake out. However, while sales and traffic were on par with last year, the wake-up call for retailers this year was the continued shift in preference toward e-commerce channels.

While retailers were opening their doors at Midnight and staffing up for the Black Friday rush, research shows the biggest traffic jams were occurring online. ComScore Inc. reported that online shoppers rang up $595 million in sales on Black Friday, up 11% from last year. Web shopping also rose 10% on Thanksgiving day to $318 million.

Continue reading “Holiday Sales Continue Cyber Shift, Helping Strong Cross Channel Players”

Solution Spotlight: Confirmit Customer Feedback Solution



Confirmit is an on-demand software platform designed to enable customer feedback. Confirmit is designed to allow retailers to collect feedback through various channels, including Web, telephone, paper and IVR (Interactive Voice Response). As retailers increasingly take advantage of multiple sales channels, particularly online, this is crucial to meeting customer expectations.

Customer retention is critical to retailers, and to maximize retention, they need to create experiences that customers want to repeat, and products that customers want to repurchase. Retailer clients use Confirmit to collect actionable customer feedback at all key touchpoints in the retail process — from point of sale, through service interactions, complaints handling and renewal/repurchase. Continue reading “Solution Spotlight: Confirmit Customer Feedback Solution”