Results Count ... everything else is conversation.

Retailer Social Media Stats … Some Top 10 will surprise you!

Social media is changing the face of retail … and how retailers market

On a personal note, this is my 300^th blog post for Results Count. People often ask me how I find topics to write about in retail. The simple answer is that retail is changing faster than ever before. One of the most significant changes in retail is the changing behavior of consumers, especially in how they shop and connect via social media. Two of the questions I get asked most often are: "should retailers worry about social media" and "which retailers are most engaged in social media"? Some of the retailers most engaged in social media, and most followed, may in fact surprise you as much as did me. Definitely worthy of the 300^th blog post.

When Whales Fly … The Walmart Facebook Black Friday Blitz

This amazing Black Friday collaboration is a harbinger of retail to come

Even if you don't live in the US, you've probably seen headlines on the biggest retail days in retailing. But there's a behind-the-scenes story of collaboration that unfolded on this year's Black Friday that you may have missed. Indeed, it is a harbinger of the future of retailers collaborating with new technology to differentiate, and be competitive in a real time online world. There is an old saying about "When pigs fly" referring to things perceived to be impossible. This one seems so unimaginable that it warrants the moniker "When whales fly".

Macy’s novel approach to rolling out mobility in 800 stores

The best customers are in store, so convert them through their phones!

Unless you have been living under a rock lately, showrooming is one of the hottest topics in retailing.  Consumers are increasingly using their smartphones to shop online for better deals while standing in the store aisle. Macy's just announced an innovative approach of using their audio system speakers to market to consumers already standing in their aisles. What makes Macy's approach so interesting is the speed and affordability of instantly implementing mobility marketing across hundreds of stores. As technology barriers are coming down for mobility marketing, omni-channel retail marketing is becoming the norm … and a requirement.

Updating the “Sound Bites” for the changing face of retail

Retail is still detail, but it is being transformed by social media

By Heather Lantz   

Many of you may have seen me at IMS Retail University workshops. I've had an opportunity to work with Chris Petersen for the last 16 years putting together courses for thousands of participants. Heather Lantz often appears on the IMS list of Retail U resources, but last week I had an opportunity to personally lead another Retail University workshop on social media. During these workshops, I rediscovered how important the "sound bites" are in capturing both the essence and challenge of retailing. In teaching our social media workshop, I found that there a host of new sound bites for this social age of retail, where the consumer is now in charge.

Social Media Has the Power to Kill Pink Slime

Bettina Siegel is the poster child for what a blog can do!

Social media gets a lot of hype, but how much power does it really have to change things?  If you don’t know Bettina Elias Siegel, you are probably in good company.  Ms. Siegel is the author of a small blog that popularized the term “pink slime”.  Her blog could be a case study in the power of “viral branding,” which impacted an entire industry.  Now, if she would just take on “meat glue”.

Invest in the Front line to grow the Bottom line!

Why the front line has become the battle ground in retail

In the not too distant past, retailers did not pay much attention to staff on the retail floor. They primarily hired “clerks” to run registers for checkout. The front line staff in retail has historically been the lowest paid and received the least amount of training. Yet your experience as a consumer today is literally in the hands of the person on the retail floor. In today’s sterile world of “lowest price”, retailers must re-evaluate investing in the front line to grow their bottom line.

Pinterest … “Fantasy football for women”

Is Pinterest a fad, or opportunity for today’s marketers?

One of the hottest items in social media of late has been Pinterest.  It seems to be particularly attractive to women, who like the visual bulletin board interface.  One of the best descriptors I’ve seen for Pinterest is “fantasy football for women”.  While Pinterest has been getting a lot of press, is it another passing social media fad or an entirely new format offering new marketing and branding opportunities?

Black Friday Twitter Wars – JCP hijacks Target

The wild west of Twitter heating up before the holidays 

Most of us think of social media as a pretty benign place with friends, fans and followers.  But in today’s economy and competitive market place, retailers are resorting to new disruptive strategies in order to hijack attention and potential customers.  While hijacking Google traffic with keywords is not new, promoting Tweets with competitor keywords shows just how competitive online retailing and social media have become.

Ignore the “social telephone” at your own peril

If you aren’t responding back your silence is deafening 

The old adage states that if you have a positive experience you’ll tell a friend, but if you have a negative experience, you’ll tell the neighborhood.  In today’s world of social media, customers are broadcasting their complaints to the world.  Yet research shows that 70% of companies ignore complaints on Twitter.  Few would ignore a telephone call complaint.  Can you afford to ignore today’s “social telephone”?

DIY … Not just your lumber store anymore!

Lowes & Depot lead with consumer service innovations

Mention Lowes and Home Depot to most Americans and they think of “lumber, hardware & tool stores”.  Internationally, they would be classified as DIY – Do It Yourself stores where you can buy stuff to fix up your home.  Historically, DIY was not very innovative in terms of store experience or support.  Today, even the best retailers would do well to study the recent innovations of DIY leaders Lowes & Home Depot.