The answer is very simple: everything shapes the customer service experience! This includes not only traditional and “obvious” examples like a call center or email support, but also the in-store and online experience. It encompasses everything about a brand and its interactions. Something as simple as an associates friendly disposition can drastically change the experience a […]
About Brian Laney
Brian is the VP of Sales at Alert Tech, and is an expert in the retail fitting room as well as the brick and mortar store environment. Customer experience crafting, technology, and compelling retail environments are just as important to him as the bottom line.
Entries by Brian Laney
Consumer Behavior is Evolving There has been a fundamental shift in consumer behavior in regards to how products and services are consumed. It’s easy to point fingers and blame technology for the downsizing of retail, but there are a number of other factors which are responsible for this transformation. Time Constraints In today’s world, we […]
The twenty-first century has had a significant impact on the way people shop, especially when it comes to clothing and accessories. This leaves retailers asking more questions about how they can improve the shopping experience, often without concrete answers. At Alert Tech, we recently hired a retail technologist to answer many of the pressing questions […]
How people shop, research, and buy products is changing faster now than ever before. In order for retailers to survive and scale during these tumultuous times they need to revisit their overall strategy and see if it is aligning with the consumer preferences of the twenty-first century. These are four things retailers can do to […]
I recently came across an article titled “Retail Reframe: Death by ‘Slow No’” written by retail speaker and strategist Carol Spieckerman. In the post, Spieckerman delves into the uncomfortable truth many retail technology and solutions partners face today: due to retailer indecisiveness they are indirectly (or in some cases, directly) being told “no” over the […]
The retail landscape today looks quite different than it did a decade ago. How customers are making purchasing decisions and buying items has changed significantly. Customers will often be physically present in a store, yet still consult their smartphone to complete the buying decision. They will read product reviews, compare pricing, take pictures, and sometimes even purchase the product […]
Even in an age where technology rules, people prefer shopping in store. Long live Brick-And-Mortar.
Online clothing sales in the United States is growing faster than any other product in the e-commerce segment. This is due to improvements in retailer return policies, and because of advancements in online merchandising and the technologies available to consumers. One example of this is many online retailers offering what are known as “virtual dressing […]
Knowing how a consumer thinks and feels about a given brand and its products is important. Understanding how loyal they feel toward the company and how likely they are to recommend it to their friends is also critical intel every business can benefit from. This is why retailers across the globe reach out for tools […]
As the online eCommerce boom moves steadily onward, more brick-and-mortar stores are closing their doors because their brand must downsize to be financially sustainable. While the public perception of downsizing may be detrimental to local companies, rightsizing can make sure that a business continues to thrive in this volatile marketplace. Downsizing vs. Rightsizing—What’s the Difference? […]