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Delivering a WOW! Customer Experience

How can pandemic-crushed specialty retailers that were too slow or ineffective ramping up their e-commerce capabilities come back from the brink? Don’t look to Amazon, the big-boxes or category killers for inspiration, advises Wharton Professor Thomas Robertson and director of its Jay H. Baker Retailing Center. Instead, set your sights on Ritz Carlton, Disney Parks […]

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5 Challenges Every Home Brand Must Overcome To Grow in the U.S. Market

Everyone has heard the adage, “The bigger the challenges, the greater the opportunity,” but often the reverse is true too:  The bigger the opportunity, the greater the challenges. Both apply for home brands that aim to grow in the U.S. consumer market. “A modicum of success in the U.S. is the most common and ultimately […]

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The Home Boom Is Going Bust for Independent Furniture and Furnishings Retailers

By all accounts, the pandemic year was a great one for home furnishings brands and retailers. Cooped up at home, Americans invested in improving their living spaces. Home improvement retailers, like Home Depot and Lowe’s that serve the DIY-inclined, rose 14% year-over-year. These retailers were aided by being classified as essential retailers during the shutdown, […]

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Kay, Zales and Jared parent, Signet Jewelers, Outlines Next Phase of its Path to Brilliance Plan

In March 2018, shortly after being named CEO, Virginia ‘Gina’ Drosos laid out a transformational three-year strategic plan for Signet Jewelers, called “Path to Brilliance.” Its ambitious benchmarks were to be achieved at the close of 2020. But after the pandemic year, nobody would have faulted the company in its recent fiscal 2021 earnings call […]

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Instead of Talking about ‘Post-Aspirational’ Consumers, Talk of ‘Transcendent’ Luxury

The phrase “post-aspirational consumers” is catching on in marketing circles, implying that consumers have evolved beyond aspiration as a motivator for purchase. Bain, one of the leading lights in the luxury market, gave the term its official imprimatur describing the “rise of a post-aspirational mindset.” For years the term “aspirational consumer” has been used in […]

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