A blog for all things retail and licensing.

A More Sustainable Side of Shopping

Guest Blog by Ian Lifshitz

Reflecting on the 2013 holiday shopping season, it’s clear that U.S. consumers are shifting how and where they buy.  According to comScore, online holiday season sales rose 10 percent from 2012, including an 18 percent increase in online spending on Cyber Monday and a 15 percent increase on Black Friday.

E-commerce is expected to continue flourishing, with mobile transactions accelerating and online retail sales projected to reach $434 billion over the next four years.  Of course online shopping is convenient, but we are learning that consumers can also feel good about its big picture environmental impact.  A Carnegie Mellon University study found that E-commerce is the less energy-consumptive option roughly 80 percent of the time, when compared with brick and mortar shopping.

As retailers expand their online capabilities, they should explore ways to promote the intrinsic environmental benefits of shopping online.  Here are five ideas that online retailers might share with their customers:

  1. Less energy is consumed during the overall transport process.  Purchasing online results in a reduction of miles driven during a product’s journey to the consumer.  For a brick and mortar purchase, a shopper must travel to and from the store to purchase items that required shipment from a central warehouse.  Online purchases remove consumer travel from the environmental impact equation while using delivery services that optimize routes for fuel efficiency. The U.S. Postal Service and private companies like UPS already travel these routes, with some urban environments even incorporating walking into their normal deliveries. All of these elements result in a reduced carbon footprint.
  1. Packaging can be repurposed.  Packaging used to ship purchases to a consumer’s home can be repurposed in a numerous ways.  Throughout the year, boxes can be re-used to ship gifts or care packages to loved ones in other locales, used to wrap up gifts for in-person giving, or employed for off-season storage.  A lesser known use for some shipping supplies is fertilizer; certain shredded paper can actually be incorporated directly into compost.
  1. Responsibly-sourced materials are increasingly available.  The pulp and paper industry is continually innovating around sustainable packaging, light-weighting packaging while maintaining strength to increasing proportional use of post-consumer content.  The industry is also responding to demand for renewable packaging materials that are responsibly grown.  For example, paper and board packaging can be made from virgin fiber that is sustainably sourced from renewable plantations.  Certain climates, like those around the earth’s equatorial band, are optimal for accelerated tree growth and shortened maturity cycles for tree harvesting.
  1. Retailers are responding to consumer input.  Online retailers are actively reducing their environmental impact in response to consumers expressing interest in more options in package selection.  For example, Amazon is working with manufacturers to give customers the option to receive products boxed in “Frustration-Free Packaging” or to have items consolidated into one shipment to reduce the overall amount of packaging materials used.
  1. Online marketplaces foster reuse.  When considering online shopping and efforts to reduce, reuse and recycle, don’t forget to look beyond the packaging to the products themselves.  Giving another life to a used product through the emerging sharing economy is a wonderful way shoppers can exercise their eco-friendly muscle.  Online services like eBay, Craigslist and Etsy’s vintage section, enable buying and selling of (re)used goods such as books and collectibles, which can make for some thoughtful and cherished gifts.

The migration to online shopping may be rooted in convenience, but the rising trend in awareness around responsible purchasing cannot be ignored.  Those retailers who understand and embrace this view will be better positioned for a successful future.

Ian Lifshitz is the sustainability director for the Americas for Asia Pulp & Paper Group (APP).

Retailers: What’s in the way of your sourcing success?

Guest Blog by Steve Whiteman

Coming off a less than spectacular holiday shopping season, the retail industry is once again feeling the squeeze.  According to USA Today, of the 29 retailers that recently reported earnings guidance for the current quarter, 25 of them were negative. Adding to the uncertainty is a recent report from Standard & Poor, which predicted that rising healthcare costs and low retirement savings will hurt discretionary spending in the coming year.

The worst news, though, comes from Deloitte, which reported that the number of retailers going bankrupt has increased over the past three years – rising 6 percent last year and up 18 percent since 2010.

For retailers, trimming costs is more important than ever. And when it comes to improving margins and profitability, procurement is always a good place to start.

In the last decade, full-service e-sourcing has emerged as an essential tool for maximizing the value of a retailer’s supply chain. E-sourcing gives procurements teams a fast and easy way to secure more favorable terms from suppliers, eliminate inefficient processes, and glean data-based intelligence for smarter sourcing strategies. By establishing e-sourcing as a key part of the procurement process, organizations can fight against rising prices and uncertain consumer spending, and more importantly – transform the supply chain into an engine for value and growth.

Unfortunately, for many businesses – not just those in retail – procurement transformations can be daunting – filled with internal obstacles that hinder success.

In many cases, procurement leaders face resistance from buyers – either because they’re concerned that reverse auctions will damage long-standing and carefully nurtured supplier relationships, or they’re skeptical that technology and outside experts can replace traditional procurement skills or experience.

In other cases, buyers don’t believe that strategic sourcing can have a notable impact on greater business objectives – or that e-sourcing can live up to its claims of double-digit savings without negatively impacting quality or service levels.

Additionally, many procurement teams lack the staff and resources required to successfully execute a sourcing transformation.

Fortunately, there are several strategies that sourcing leaders can employ to overcome these hurdles and get their organization fully committed to supply chain excellence.

Get the C-Suite Involved

Enlisting the help of the CEO or CFO can be a powerful and effective way to ensure that your procurement team is onboard with e-sourcing. The c-suite sets the tone for the entire company – and it’s no different with procurement.

A CEO or CFO can ensure that buyers accept e-sourcing as a critical component of the procurement process by confirming and reaffirming – both publicly and privately – its importance to the overall goal of maximizing supply chain value, and continually articulating the company’s commitment to financial success.

By positively showcasing confidence in e-sourcing, the c-suite can help buyers overcome their doubts of the technology.

Empower Buyers

While the c-suite can set the overall tone, e-sourcing success ultimately depends on buyers being invested and dedicated to the process. Procurement managers can achieve this by clearly articulating what’s at stake for them – and the business itself.  

The best way to get buyers to buy-in is to celebrate sourcing success with employee recognition programs that reward buyers that hit particular goals – such as running the most sourcing events, or sourcing the highest amount of spend. By publicly recognizing the most successful savers, procurement managers can instill a positive and competitive team environment.

Additionally, managers can include e-sourcing metrics in buyers’ KPIs and annual goals. This ensures that buyers’ sourcing success will translate to their professional growth.

Provide the Tools to Succeed

Of course, once buyers are invested in supply chain transformation, procurement leaders will want to put them in the best position to succeed.

E-sourcing can enable retail buyers to make more informed procurement decisions by providing greater insight into a company’s spend – including the category volume, suppliers used, historical data, market trends, and more. With this insight, buyers can run more sourcing events, with more effective techniques – including combining vendors or sourcing multiple categories in a single event.

And with the help of outside sourcing experts, procurement managers and buyers can better understand when the best opportunities are to source specific categories, and ensure that events are run quickly and with the most effective strategy to yield the best possible results.

Driving Growth and Profitability

The key to a successful sourcing transformation in positivity and empowerment.  The company culture shift requires complete organizational participation, from the top down. It starts with the c-suite – but after that, procurement managers need to ensure that buyers are empowered and are rewarded and recognized for their success.

By committing to maximizing the value of their supply chain, retailers can win a major competitive edge that drives revenue and brings more customers in the door.

Steve Whiteman is Chairman and CEO at Intesource. Intesource’s latest report — “Overcoming Internal Roadblocks to Sourcing Transformation” – is available now for download.

Let There Be Light: Four Tips for Boosting Productivity at the Office

Guest blog by Angelo DiGangi

Remember those bulky, flickering tube lights that adorned the ceiling of your elementary school? The distracting hum? The intense glow bearing down? Alas, these eerie fixtures didn’t exactly create the ambience for long division mastery!

The truth is, proper lighting is crucial for workplace efficiency. Ineffective lighting can lead to poor morale, eye stress and fatigue. Finding the right balance, however, can be tricky – there are many subtle factors to take into account. Fortunately, a little know-how can go a long way.

When addressing the lighting in your place of business, always keep your task in mind – what works for some might not work for all. That being said, consider these useful tips for jumpstarting energy levels and encouraging productivity in the workplace.

1. Keep it consistent
Ever gone from a hazy, dimly-lit cocktail lounge to a bright, colorful frozen yogurt shop? Well, it’s just plain confusing – both for your body and for your emotional state! Studies suggest that abrupt changes in lighting can increase fatigue. Thus, keeping the lighting balanced throughout the workplace is crucial for maintaining consistent energy levels. Overhead fixtures, as well as lamps situated at varying levels, can help keep ensure an even distribution of light.

2. Avoid direct glare
Direct glare – from lamps, overhead fixtures, or natural sunlight – is known to cause lethargy. In order to avoid that dreary brain fog, look for ways to diffuse the light emitted from bright lamps and sunshine. Consider using a larger number of low-brightness fixtures to keep it mellow. Light-colored curtains or blinds on windows – along with shades for lamps and covers for overhead fixtures – can help spread the light evenly, without blocking it. Glare-controlling baffles and lenses, when attached to a fixture, do a great job diffusing direct rays.

3. Out with the old and in with the new
If you haven’t heard the hype, it’s time to ditch those old incandescent light bulbs and out-of-date fluorescents! While CFL (compact fluorescent) technology has improved tremendously in recent years, consider making the switch to LED (light emitting diode) bulbs. In addition to being more energy-efficient, reliable and safe, LEDs give off a softer light more suited to natural productivity. Depending on the size of your business, however, overhead fluorescent fixtures might be more suited for the job.

When investing in new light bulbs and fixtures, pay attention to the Color Rendering Index. Our vision systems shift to overdrive when confronted with poor color rendering – thus draining our energy and causing weariness. This quantitative scale shows the extent to which a light source retains natural color. Sunlight, for example, scores a 100 on the Color Rendering Index. Which leads us to our final tip…

4. Utilize natural light
That’s right: no light source holds a candle to good old-fashioned sunlight. Research consistently shows that natural light keeps us energetic and alert. That being said, do be careful of direct rays – this can have the adverse effect! When properly trapped and diffused, however, a little sunlight can work wonders on office morale.

If images of buzzing, alien-esque tubes dangling from the ceiling of your third-grade classroom still haunt you in your sleep, it’s time to listen to your dreams. After all, it’s not your fault you never learned the difference between a subject and a predicate – it was those obnoxious lights!

When considering ways to maximize energy levels and boost productivity around the office, never underestimate the power of quality lighting. A few simple changes can make all the difference.

Angelo DiGangi is a Home Depot on-the-floor store associate in the Chicago area, and a regular contributor on electrical topics for Home Depot’s website.

First Party Fraud: When the Customer Is NOT Always Right

Guest Blog By Adam Elliott

Recent data breaches are front-and-center in the public consciousness, with retailers and banks scrambling to provide answers and customers worried about the safety and security of their accounts and identities.

However, while high profile breaches serve to raise consumer awareness, as well as retailer responsiveness, some consumers are using both reactions to perpetrate more fraud. With such widespread publicity, it is likely that thousands of fraudsters with no connection to the original data breach may take notice and exploit retailer’s willingness to remediate the situation.

This type of fraud – known as “first party fraud” – happens when someone uses a verified identity to enter a transaction or account application with malicious intent. In a new loan application situation, the fraudster will apply for a loan with no intent of payment. In a charge-off scenario, the perpetrator will purchase merchandise, and then dispute the charge later so the full amount will be refunded – even though they did, in fact, make the transaction.

With businesses scrambling to repair customer relationships following such large and heavily publicized data breaches, first party fraudsters know that retailers will be handling an increased number of disputed charges and issuing thousands of refunds for fraudulent transactions. These customers believe they can exploit the situation and dispute purchases they have actually made, while falsely attributing the charges to the data breach.

First party fraud has always been a significant contributor to retailer losses, but the current situation is even more disastrous than past spikes in similar fraud. For many reasons, this seems to be “open season” for first party fraudsters, with national merchants in full crisis mode immediately following the holidays. Reputation management and customer preservation is making retailers more apt to charge back transactions simply because they cannot fully determine whether they were legitimate or fraudulent.

We are already seeing a significant rise in first party fraud that is adding to the already calamitous breach situation, and with merchants so fixated on controls to mitigate and remedy the damage caused from the actual breach, they will likely be hit hard with this type of fraud.

Given any of the aforementioned circumstances – the holiday season, a highly public breach, and a consumer base furiously scouring their bank statements for irregularities – a certain degree of fraud may be inevitable. However, taken together, this situation is almost unprecedented and has no simple solution.

What retailers and financial institutions must determine is the balance between heightened sensitivity to customer needs, and the potential for abuse among dishonest consumers.

Adam Elliott is President of ID Insight

The Store is a Big Focus for Retail Technology in 2014

Guest Blog By Steve Jeffery

A new year always presents the opportunity to take stock of where an industry is headed, and NRF’s Big Show in January certainly gives those of us in the retail technology space a leg up in understanding what retailers are thinking about, talking about and planning for in the year ahead. After a very busy week and many great conversations with senior retail executives, store managers, IT innovators, partners and more, it’s exciting to get back to work with tangible feedback about what retailers are challenged by, and what they are energized by, as the ways in which today’s consumers spend their dollars continue to evolve. Here are some of the key trends and themes that resonated:

  • A growing interest in in-store technologies

As online shopping continues to put pressure on brick and mortar sales, it was interesting to see that a lot of people were talking about the importance of in-store technologies, and the in-store experience specifically. This makes sense – online merchants are pretty sophisticated about using data analytics technologies to improve and personalize the shopping experience for their customers, and brick and mortar retailers will need to step up their in-store analytics to do the same. I was especially struck by a line from a presentation given by Jack Dorsey, CEO of Square and Chairman of Twitter: “Going back to physical places, there’s a real asset in having physical space. What technology can do is make that more efficient to connect a customer to a product or service, but it all ends up in a physical space.” Retailers want and need technologies that can help them optimize their assets, whether virtual or brick and mortar. And since the vast majority of all purchases (92 percent according to Gartner) still happen in physical stores, it’s exciting to see more and more retailers recognizing the importance of in-store solutions.

  • Shift from “behind the scenes” to customer facing technologies

This really was the year of the consumer at NRF, as the focus was squarely on technologies that can be engaged to improve the customer experience, with less emphasis on solutions for inventory and supply chain management. I think there are a couple of reasons for this. First, retailers have already recognized the vital importance of back-end supply chain technologies and made investments. This gives them the opportunity to now direct more resources toward improving customer-facing operations. Second, as online channels are wooing consumers with everything from vast product selections to free shipping, the role of the store is changing, making the customer experience more important than ever. When the competition is just a mouse click away, brick and mortar stores need to be doing everything they can to understand the drivers behind in-store purchasing and on improving the variables (whether it’s register wait times, personal service, displays, etc.) that can help convert more store visitors into buyers.

  • Retail data and what to do with it

Through numerous technical innovations, the amount and variety of data that can now be collected in the store is growing by leaps and bounds. But the real value lies in transforming this data into insight that drives specific actions for improving retail performance. My sense from NRF is that retailers are still feeling their way here, and are really looking for guidance in terms of how to most effectively analyze, integrate and use the data that they are able to capture, both in-store and online. Some of the issues they are thinking about include storage, data privacy, timing and how to separate information that’s important from information that’s just “noise.” Technology vendors that focus on finding ways to help retailers navigate in this landscape will be one step ahead.

  • Desire for single-platform data analytics solution

Is there a “killer app” for retail analytics? In my discussion with retailers at NRF, the question of “the next big thing” seemed less important than finding the “most useful and practical thing.” They are attracted to platforms that can do multiple types of analysis and leverage multiple types of data, including in-store traffic data, behavior data, security data, data from back end systems and more. In an environment where so many businesses need to find ways to do more with less, a multi-purpose solution that can be used to address several areas of focus is an attractive proposition.

As always, The Big Show was a great learning experience. Now comes the fun part – applying the lessons learned to winning innovation in the months ahead.

Steve Jeffery is CEO of Brickstream

How Technology Is Changing The POP Display Industry

Guest Blog by Matthew Brennan

There are certain things about your trade show POP display that always remain the same. For instance, having a stellar looking display to catch people’s attention is as important as ever. It’s a staple in making sure to attract and retain customers in a crowded, competitive environment.

That means that you need to make sure that things are perfect, and have a tool kit with you that includes things such as hammers, screwdrivers, and strong tape, like professional tape from companies like Essentra.

However, technology is changing the way POP displays are run. From the planning and conceptual stages, down to the displays at your booth, it may be time to take a look at some of the technologies available to you in order to enhance the experience for your customers.

Smart Phones – There are countless ways you can use smart phones to enhance the POP display experience. If you’re planning a trade show, there’s an app for that. Trade show apps can help you plan, as well as promote your event. These apps can also help your attendees plan their day. Smart phones can also be used for email or text promotion. You can even attach a card reader so that you can accept credit card transactions right there on the spot. Make sure that you’re getting the most out of your smart phone while planning your next POP display.

Interactive Exhibits – It’s no longer enough to invite your customers in and have them sit through your boring sales pitch. Display booths with more interactivity do better. This can be some kind of 3D interactivity, or simply giving your attendees access to information that is available at the touch of a button. That way your customers have control over what information that they are seeking from the experience, and will stay more engaged. Tablets or other mobile devices can be used to provide this type of information quickly. Make sure that your customers still have the chance to interact with people, however. You want to make sure to give them that personal touch.

Social Media – Facebook, Twitter and other social platforms are a great way to get the word out about your trade show event. They can help you give people a taste of exactly what they should expect by attending your event. Make sure that you are using them to stir industry interest and pull people in. Nothing replaces the human touch of the live event, but social is a marvelous tool for increasing your audience, improving business relationships, and getting you in front of the people that you should know. You can also use your social accounts to pump the “hi-tech” aspects of your interactive trade show booth.

Measuring Data – Just about every aspect of your POP display or trade show can be measured. The number of people who visited your booth, down to the number of sales all can help determine whether your efforts where worth it, or what adjustments to your strategy need to be made. Make sure that you are keeping track of the important data so that your efforts are not in vain.


Having the latest technology at a trade show or corporate event is a great way to differentiate your POP display from the competition, and leave a mark with your customers. While technology is supposed to make our lives easier, it doesn’t always work the way we’d like it to, however.

Make sure that if you’re using a card reader with your smart phone, that you also have an old fashioned card machine, and your receipt book. Make sure that if your displays are interactive, that people have the option of accessing the same information in offline or paper formats.

While a large percentage of the population is adopting, not everyone may prefer the high-tech methods.

That being said, make sure that you are doing everything you can to create a memorable experience. Selling at a competitive environment such as a trade show or corporate event can require a lot of planning and coordinating. It requires being prepared, and being willing to do everything that you can to differentiate yourself from other businesses.

Make sure that your business is doing all it can to stay on top of current trends, and create the best possible POP display experience for your customers. That means keeping up with all the changes in technology, and how they impact your audience.

Matthew Brennan is a marketing writer based in the Chicago area. He regularly writes about content marketing, blogging, and engaging with your audience. He has been published on ProBlogger, Soshable, and Business2Community. Connect with Matthew on his website, www.matthewlbrennan.com, LinkedIn, Twitter, Google+

Customer Care Plays a Crucial Role in Retail Holiday Sales and 2014 Consumer Engagement

Guest Blog by Stacy Adams

This year, the retail holiday season is shorter than normal. Six fewer days between Thanksgiving and Christmas embeds a sense of urgency in retailers to recruit and retain customers in an already competitive space. Brands must differentiate themselves from competitors to meet near-term sales goals, while also laying a foundation for long-term relationships with consumers that extend beyond the holiday season. While an admittedly crowded environment, retailers can use the holiday sales and return seasons to engage consumers, expand their mobile repertoire beyond coupons, and win customers they can nurture into brand advocates in 2014.

Resources are at Brands’ Fingertips

Companies already know consumers are willing to connect with them on their mobile devices. In fact, a survey conducted by Millward Brown Digital on behalf of mBlox earlier this year found that 73 percent of respondents reported they have received a text or push message from a company, and 68 percent found it valuable. Further, 80 percent of consumers are willing to share information with brands to receive a text message.

The data shows that consumers are more accepting of text messages than ever before, and the opportunity is huge for retailers to interact with consumers over mobile channels. Plus, the infrastructure, technology  and reach of mobile devices is improving every day as more and more consumers have their devices nearby at all times. This confluence of consumer interest and technology adoption provides brands an opportunity to establish meaningful, lasting and personal relationships with consumers.

It’s not Just About the Coupon

Coupons are an inherent part of a brand’s mobile engagement strategy.  Our survey found 59 percent of respondents prefer to receive SMS or push messages with an offer or a coupon when receiving communication from companies. However, couponing is only the beginning and should not be the cornerstone of a brand’s mobile strategy. Best-in-class mobile interaction is made up of more than just your standard “BOGO,” savvy brands engage in customer care, ensuring they aren’t just bombarding their customer base with coupons.

The challenge many brands face is getting beyond the couponing mentality. Care goes beyond cost savings to the broader experience. For example, instead of a coupon, retailers may provide better shipping and returns options for opt-in text recipients, or an SMS message can remind opt-in consumers about a soon-to-expire rewards offer. This shift to a care-centered model isn’t just a short-term trend but is primed to become the norm in 2014.

Care is Proven to Work

Creating the best customer experience is retail 101. Mobile customer care takes those principles to the mobile device, creating a personal and meaningful experience for potential and existing customers. Brands will share customized information with engaged consumers, appealing to an individual’s specific interests. This engagement ensures the consumer experience will continue long after they walk out of the store or close a browser. For example, retailers can use mobile to invite consumers to VIP events at local stores, driving brand affinity and foot-traffic, or retailers can solicit feedback in the form of a customer survey that can improve the consumer’s future experience with the brand. Not only do these exchanges nurture the consumer relationships in real-time, they provide valuable information brands can use to deepen and strengthen their customer relationships beyond a one-time purchase.

Mobile Care Starts Now

Customer care is a well-established need in retail, especially as brands seek to gain wallet-share in a competitive retail environment. In order to be successful, care practices must extend across all channels (in-person, online and mobile, among others) to create a complete, personal and unique experience for shoppers. The mobile channel is an essential next step for retailers to engage customers, and create a well-rounded and valuable shopping experience. These practices enable brands to evolve shoppers from one-time customers to brand advocates. The opportunity is there, and the time is now for brands to use care-centered programming in a relatively untapped channel.

Stacy Adams is vice president of marketing for mBlox.

3 ways business credit impacts your retail company

Guest Blog by Levi King

Between managing inventory, staff, and pricing, you can be busy—really busy. Paying attention to business credit may be the last thing on your mind, but credit really is the lifeblood of any business. You can’t afford to take a wait-and-see approach.

Unlike personal credit, your customers, suppliers, vendors, and lenders can (and do!) make decisions based on your business credit without your permission or your knowledge. You may not know it, but your unhealthy credit may be holding you back.

By exploring the different ways business credit impacts your company, you can take charge of your credit health to grow and protect everything you’ve worked so hard to build.

1. Vendor and supplier relationships

When reviewing credit worthiness, vendors and suppliers will pull a retailer’s credit and look at payment histories. This is the most common use of business credit, and likely the most overlooked.

Good credit ensures you get the products, supplies and services you need with the best possible terms, giving you more time and money to dedicate to other parts of your business. These lines of credit are essential and help free up valuable cash flow. Companies with healthy credit can usually negotiate net 30-, 60-, or even 90-day terms with vendors and suppliers, as well as secure higher credit limits.

Even if you know where your business credit stands today and are comfortable with your credit terms, it’s vital to regularly monitor your credit to avoid any surprises in the future.

As noted by the Small Business Administration (SBA), the credit score of about one in three businesses declines over just a three-month period. When it happens, it happens fast! Vendors and suppliers may regularly check to see where you stand, and if your credit deteriorates, they can stop or adjust your terms.

2. Traditional lenders

Banks and credit unions provide most of the loans, credit lines and credit cards that business owners usually think of first when it comes to business credit. And for good reason: these lenders can keep the cash flowing when you need it most.

According to the SBA, insufficient or delayed financing is the second most common reason for business failure. Protect yourself by understanding where your credit stands and the amount of funding you can qualify for—before you need it.

And since nearly all conventional and SBA loan applications are now evaluated manually instead of automated underwriting, managing both your personal and business credit profiles is more important than ever.  Lenders are looking at both, with 47 percent saying business credit scores are an important underwriting factor (Federal Reserve of Atlanta survey, March, 2009).

The same holds true for business credit cards. Most lenders use a combination of personal and business credit scores to determine amounts and terms. For businesses with a poor credit rating, interest rates may double.

3. Merchant processor discount rates

When you sign up to accept credit card payments, the acquiring bank transfers cash to you and assumes the risk that there will be a charge back. They see this as a loan, so when you apply for merchant processing, your credit health will be evaluated.

Your good or poor credit profile impacts the discount rate you pay for every transaction—anywhere from 1 ½ percent to 3 percent. For businesses with small profit margins, changes to this rate can make a big difference to the bottom line.

Make your credit work hard for you

By taking a proactive approach to your business credit health, you can ensure that lenders and suppliers view you in the best light, saving you money and helping you avoid business disruptions. You work hard to run a successful business—make sure your credit  works hard for you.

Levi King is the CEO and founder of Creditera

Avoiding Disappointment This Holiday Season

Guest Blog by Tamara Saucier

The National Retail Federation (NRF) predicts holiday sales will increase 3.9% this year. Last year the average holiday shopper spent $423 during Thanksgiving weekend alone. The holiday shopping season seems to start earlier and end later every year. And each year seems to bring new legendary tales of “must-have” items such as the Dancing Mickey Mouse, Zhu Zhu Pets, and Cabbage Patch Dolls.

In recent years, retailers have extended their focus on customers, attempting to bring the customer experience to new levels. But despite these efforts, as a consumer we more often than not come up disappointed. How many times has your holiday included one of these scenarios?

  1. “Sorry, the store was out but here’s a gift card so you can get it later.”
  2. An envelope with a cut out picture from a catalog and note saying, “This is supposed to arrive next week.”
  3. A substitute of what you really wanted with the gift giver stating, “I looked everywhere but couldn’t find it available.”

Retailers are in an extremely competitive environment and must be able to deliver on the year-round promises they are making to their customers. Recognizing that planning for the holiday sales season is part science and part art, what can a diligent merchant do? Here are a few tips for avoiding customer disappointment.

Know your sales trends – and be able to respond effectively

This means understanding your customers’ tastes and buying patterns, and mirroring that on the back-end of the business to ensure products can be delivered according to the needs and wants of the consumer. If you’re offering customized or tailored goods, such as engraved sporting equipment, be prepared. One way is to engrave or customize goods at the factory, instead of doing it domestically. Even better, if you can create customized sneakers in the factory and ship direct to consumer, you’re reducing time and costs while delivering a great customer experience.

Don’t make promises you can’t keep

A broken promise is more harmful than a promise not given. Know the limits of your customers but more importantly, know the limits of your supply chain. Do you have the ability to ship direct to consumers in 3 days? Is same day delivery possible given the existing logistics architecture? Do you have inventory visibility across all channels of the business.

If retailers can’t answer these questions with certainty, then delivery offers and promises need to be scaled back. There’s nothing worse than being the guilty culprit responsible for a disappointed child on Christmas morning. “The delivery will be here tomorrow” just doesn’t cut it. E-commerce companies like Amazon carved out their niche by “delivering” the goods. They invest heavily in their supply chains to ensure they have the resources and inventory visibility to deliver on their promises to customers. The result? 129 million consumers shopped online last year on Cyber Monday.

Enable full assortment availability to your customer

Consumers expect and demand options. Millennials in particular demand goods that are new, shiny and different. The “wow” factor is huge. Capturing this audience requires smart assortment offerings with options. This means being able to deliver what they want, when and where they want it. Consumers will remember it if you can provide real availability with confidence. But again, this requires inventory visibility.

Something we’ve all learned the hard way: There’s nothing worse than unmet expectations during the holiday season. Retailers who get it right and deliver on promises will be heavily rewarded this holiday season.

 Tamara Saucier is VP Industry – Retail Solutions with GT Nexus

To Touch or To Gesture – The On-going Battle Between Two Competing Technologies

Guest Blog by Lenny Kleyman

If you had to choose sides, would you support gesture-based or touch-based user experiences as the best practice for interactive digital signage at retail?

This isn’t the first time we as a digital society have been asked to choose sides. We’ve decided the fate of VHS and Betamax, Blu-rays and HD-DVDs, Facebook and Myspace, just to name a few. And now we have been asked to choose once more, to gesture or to touch.

From a technical standpoint, both technologies are now feasible on large and small experiences alike; however, they are not interchangeable by any means which makes the decision that much harder.  At Infusion we’ve implemented both.  Here are decision factors.


Let’s talk touchscreens first. The best type of technology will depend on three factors in order of priority:

1. The size of the touch area.

2. The number of simultaneous touch-points.

3. The environment it’s being installed into.

Touch has a lot going for it out of the gate:

  • There is a higher adoption rate due to familiarity of the technology.
  • It’s more intuitive.
  • Touch engages users in closer proximity to the device.
  • There’s greater accuracy and quicker selection.
  • It has a lower risk in an uncontrollable environment.
  • Touch leaves less room for interactive error.
  • It behaves similarly to a mouse-click relative to UX design principles.

Yet touch also has a variety of cons…

  • It can be mildly unsanitary for public consumption.
  • It does not allow for skeletal/gesture recognition.
  • The screen size will limit the number of touch-points as well as the environment where it can function.
  • The price for hardware is high.
  • There’s a lack of flexibility for re-application or screen size changes.
  • There are involved maintenance and replacement factors.


In regards to gestural technologies, most hardware components in Microsoft’s popular Kinect, Mesa Imaging, Panasonic and HD webcams require some form of middleware or SDK to interpret movements as gestures. When talking gesture there are several priority factors to consider right out of the gate such as the environment it’s being installed into, the expected number of simultaneous users, and the complexity of the gestures and gesture types required to create a great experience.

It has many pros:

  • Gesture allows for skeletal/gesture recognition.
  • It provides more immersive interactive experiences between users and applications.
  • Gesture may be considered more “fun” to use.
  • It can track multiple users.
  • It’s flexible to any screen size.
  • You get enhanced ease of installation and integration.
  • There is easier maintenance and replacement.

On the other hand, gesture technologies…

  • Have a small, but real, learning curve for the general population.
  • Require users to stand at a specific minimum range in order to be picked up by a sensor.
  • Are not as precise in user experience navigation and selection.
  • Run the risk of interrupted user experiences because of constant sidewalk traffic when deployed in metropolitan areas.
  • Are impacted by environmental conditions such as rain, direct sunlight, and clothing, which can affect accurate tracking of users.
  • Require more development and testing.

In the end it all boils down to two overarching questions:

  • What is the intended user experience, and
  • What is the environment surrounding the experience?

TOUCH interaction provides overall greater accuracy in selection and is projected to have a higher user adoption rate due to the general public’s familiarity with the technology. Application development and UX design tend to stay in scope, though hardware cost and installation are typically much higher than the gesture solutions.

GESTURE interaction may afford greater opportunity for cutting-edge interactive elements and experience design, but keep in mind application and UX development will require additional time for design and testing up front. However, long-term hardware cost, installation, and maintenance will be significantly lower.

So which reigns supreme?

As you may have figured out by now the answer is not that simple. I don’t believe there will ever be a clear winner between gesture and touchscreen technologies because each has its place in today’s swiping, waving, and flicking society. We have evolved from punch cards to keyboards, from the mouse to touchpads, and now to touchscreens and gestures. The true deciding factor is the type of experience you intend the user to have.

But one thing’s for sure, if brands want to stay ahead of the curve, they should plan for beautiful and intuitive applications utilizing either gesture or touch. Simply looping video and static images is right up there with Betamax, HD-DVD, and myspace, all now relics of the past.

Lenny Kleyman is an Innovation Producer at Infusion