2012 100 - Networld Media Group

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DRIVE CUSTOMER ENGAGEMENT AND BUILD LOYALTY Today consumers and businesses rely on smartphones, tablets and other Wi-Fi enabled devices for a wide array of personal and commercial applications. Now Motorola’s Proximity Awareness & Analytics Solution makes it possible to use these devices to improve consumer engagement and improve associate productivity in WLAN environments. Use your Wi-Fi infrastructure to capture shopper attention with personalized promotions and in-store coupons. Enable applications that help drive employee productivity and service delivery. Get the data you need to turn browsing into buying – and prospects into profits. Learn more at: motorolasolutions.com/shopperengagement MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2012 Motorola Solutions, Inc. All rights reserved.
WELCOME to the 2012 edition of the Retail Customer Experience Top 100, sponsored by Motorola! Once again, our team of retail experts sat down to identify the hundreds of trends, technologies, brands, strategies and people that are having an impact on retail. They then assigned them numerical votes based on their influence and impact on customer experience, and the resulting rankings are collected in the document you’re now reading. This year’s Top 100 highlights how very different retail is today from just a few years ago. Look at the top two on the list — Amazon has turned bricks-and-mortar retail on its ear to the same extent that Apple gutted the retail music industry. Social media remains a huge influence, even as it remains a moving target that retailers are trying desperately to figure out. Last year’s No. 1 — the economy — is still in the top five, and still casts a shadow over everyone and everything beneath it. But there is a new air of optimism in retail, and we can see hints of that in the list as well. Tiffany, Neiman Marcus, Nordstrom all in the top 30? And multichannel and m-commerce initiatives, which have been talked about for years, are actually starting to happen in meaningful numbers. Joseph Grove, executive editor josephg@networldmediagroup.com James Bickers, senior editor jamesb@networldmediagroup.com David Henry, contributor Jan Shrode, designer There has been a lot of fear and uncertainty in retail these past few years, and more than enough “sky is falling” blog posts about how everything is changed and nothing will ever be the same, retail is dead, the kids these days only buy things online, yadda yadda yadda. Those kinds of articles certainly get a lot of page views – which of course is the point – but they don’t really add anything meaningful to the conversation. We present this Top 100 in the hope that it starts any number of meaningful conversations with your team. James Bickers Senior Editor Retail Customer Experience Tom Harper, publisher tomh@networldmediagroup.com Kathy Doyle, senior vice president sales and marketing kathyd@networldmediagroup.com Scott Slucher, account executive scotts@networldmediagroup.com Top 100 2012 ©2012 Networld Media Group. 13100 Eastpoint Park Blvd., Louisville, KY 40223. (502) 241-7545. All rights reserved. No part of this publication may be reproduced without the express written approval of the publisher. Viewpoints of the columnists and editors are their own and do not necessarily represent the viewpoints of the publisher. 3
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Page 7 and 8: Retail sales are expected to grow a
Page 9 and 10: trend toward shoppers using brickan
Page 11 and 12: Prosper Mobile Insights has found t
Page 13 and 14: 13 RETAIL CRM The future of retail
Page 15 and 16: 19 TRADER JOE’S Privately owned T
Page 17 and 18: 25 TIFFANY 26 STARBUCKS According t
Page 19 and 20: 28 DISNEY 29 DIGITAL SIGNAGE Follow
Page 21 and 22: 33 GROUPON/LIVINGSOCIAL/ETC. The ex
Page 23 and 24: 39 POP-UP SHOPS Although pop-ups ha
Page 25 and 26: 42 TARGET After spending two years
Page 27 and 28: 48 PUBLIX DICK’S SPORTING GOODS P
Page 29 and 30: 54 BEST BUY EBAY Best Buy is taking
Page 31 and 32: 57 RETAIL CROWDSOURCING Crowdsourci
Page 33 and 34: 63 IN-STORE AUDIO While advertising
Page 35 and 36: 70 T MOBILE 71 TWITTER T-Mobile’s
Page 37 and 38: 74 ETHNIC RETAIL The café inside W
Page 39 and 40: 80 FAMILY DOLLAR While other retail
Page 41 and 42: 86 87 RETAIL AT AIRPORTS With malls
Page 43 and 44: 90 ELECTRONIC SHELF LABELS Given th
Page 45 and 46: 96 AUTOZONE Auto parts chain AutoZo
Page 48: DRIVE CUSTOMER ENGAGEMENT AND BUILD

2012 100 - Networld Media Group

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