Remarkable Retail: How to Win & Keep Customers in the Age of Digital Disruption

Remarkable Retail: How to Win & Keep Customers in the Age of Digital Disruption

by Steve Dennis


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Physical retail isn’t dead—but boring retail is! Remarkable Retail equips the savvy retailer with eight essential strategies to deliver a powerful customer experience.

Despite the clickbait headlines that warn of a “retail apocalypse,” many brick and mortar retail brands are enjoying strong growth and profits. Others, however, are destined to become obsolete because they offer merely convenience, decent prices, or an okay shopping experience. In Remarkable Retail, industry thought leader Steve Dennis argues that retailers can no longer count on scarcity to drive sales, or settle for providing indifferent in-store experiences, because customers live online and have a wealth of choice and information at their fingertips.

In the book, Dennis unpacks the trends that are squeezing traditional stores and presents eight essential strategies for visionary retail leaders who are prepared to reimagine the customer experience in the age of digital disruption. A remarkable retailer is digitally enabled, human centered, harmonized, mobile, personal, connected, memorable, and radical.

In most retail categories, digital channels are now central to the consumer’s journey, but that doesn’t mean people aren’t also shopping in stores. Packed with illuminating case studies from some of modern retail’s biggest success stories, Remarkable Retail shows retailers and those in adjunct industries such as manufacturing, marketing, and tech, what it takes to create big buzz around the in-store experience.

In an age where consumers have short attention spans and myriad options, Remarkable Retail is your crucial roadmap to creating a powerful retail experience that keeps your customers coming back for more.

Product Details

ISBN-13: 9781928055716
Publisher: LifeTree Media
Publication date: 04/14/2020
Pages: 240
Sales rank: 579,628
Product dimensions: 6.00(w) x 9.10(h) x 1.00(d)

About the Author

Steve Dennis is a strategic advisor and keynote speaker on retail innovation. As a senior executive at two Fortune 500 retailers and as a consultant, Steve has worked with dozens of brands to reignite and accelerate their growth. He is a Forbes senior contributor, and has been named a top 5 global retail influencer by multiple organizations. His commentary on the future of shopping is regularly featured in the media. He lives in Dallas, Texas.

Table of Contents

Part 1 Shift Happens

1 An Epic Revolution 1

2 The End of Scarcity 11

3 Apocalypse? No. 23

4 The Collapse of the Middle 31

5 The Amazon Effect 43

6 The Future Will Not Be Evenly Distributed 55

7 The Customer Is the Channel 67

8 Optimizing to Extinction 73

9 Defenders of the Status Quo 81

10 An Especially Bad Time to Be Boring 91

Part 2 The Journey to Remarkable

11 The Eight Essentials of Remarkable Retail 103

12 Essential #1: Digitally Enabled 113

13 Essential #2: Human-Centered 121

14 Essential #5: Harmonized 133

15 Essential #4: Mobile 143

16 Essential #5: Personal 151

17 Essential #6: Connected 167

18 Essential #7: Memorable 179

19 Essential #5: Radical 195

20 A Brave New World 205

Achwwledgments 213

Notes 215

Bibliography and Additional Reading 219

Index 221

What People are Saying About This

From the Publisher

"Required reading for anyone who runs a store, shops, or who lives in a town that depends on stores for community, excitement, or taxes. The book is clear, clean, well-written, actionable, true, appropriately witty, fun to read, and well done. Steve Dennis knows exactly what’s happening in retail today and tomorrow, and he’s eager to share his wisdom."

—Seth Godin, author of This Is Marketing

"Remarkable Retail provides great perspective on what is driving today's retail winners and losers. But more importantly, Dennis lays out a roadmap for companies to use to navigate today’s rapidly changing environment."

—Steve Sadove, former chair and CEO, Saks Inc.

"Skip that online course at Wharton and just buy this book. A smart, articulate, battle-scarred retail veteran pours a graduate course on the past, present, and future of consumption into one very readable summary."

—Paco Underhill, CEO, Envirosell Inc., and author of Why We Buy, Call of the Mall, and What Women Want

"Remarkable Retail conveys a deep understanding of the challenges facing the US retail middle ground while so many rivals—and not just Amazon—have thrived. Steve Dennis convincingly lays out how retailers can find a way back through a 'journey to remarkable.' A definite must-read for the retail enthusiast."

—Deborah Weinswig, CEO and founder, Coresight Research

Customer Reviews