tag:blogger.com,1999:blog-32202893.post6011978431680401734..comments2023-10-18T08:32:17.510-07:00Comments on Kevin Hillstrom: MineThatData: Bricks 'n Clicks: Barnes & NobleUnknownnoreply@blogger.comBlogger1125tag:blogger.com,1999:blog-32202893.post-51680054712195380132010-08-04T07:56:12.989-07:002010-08-04T07:56:12.989-07:00Kevin,
Great post as usual. One interesting poin...Kevin,<br /><br />Great post as usual. One interesting point is that it was (and is) never just about offering a multichannel experience. It is about having every customer experience be personalized to at least some degree.<br /><br />The challenge is that not many companies have been willing to go through the hard work of storing their data at a customer level rather than a channel or merchandise level.<br /><br />It's great to have done the work to allow shopping online that can be picked up in stores, but that's only attractive to some customers. <br /><br />A better strategy would have been to spend the time and money during the last decade getting to know each customer on an building the capability to know as many customers as possible on an individual level. Then and only then should the focus shift to operationalizing a multichannel experience (and don't forget throughout this offering great product continues to trump everything else).Mark Matisziknoreply@blogger.com