Most of the big consultancies are already publishing reports on omni channel retail and it’s benefits (but really they’re still just talking about e-commerce). Omni channel retail seems to be the new holy grail. I’ve only seen a few real cases of it being implemented though. This article about the Macy’s approach to technology & retail really got my cogs turning. They certainly seem to be doing a fabulous job of integrating their digital & traditional stores. The views expressed by Terry Lundgren seem to be very well thought out, it certainly sounds like they’ve got an incredible, interconnected digital & traditional strategy. Perhaps the most important thing is the fact that they see both online and offline retail as the same thing, it’s the same, singular, customer experience.
I’m curious to know more about what they’re actually doing in-store. I hope it’s as interesting as they make it out to be. If you’ve been to Macy’s recently, please tell me what’s actually going on inside. I’m going to be talking more about omni channel retail soon, if you’ve seen any great examples in action please let me know!