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

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

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

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


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Physical retail isn’t dead—but boring retail is! Remarkable Retail equips the savvy retailer with eight essential strategies to bounce back from the covid-19 downturn and thrive in the years to come.

Digital technology has profoundly altered the competitive landscape for retailers. Although the shutdown of 2020 didn’t cause this trend, it has dramatically accelerated it, collapsing retailers’ transformation timeline into a matter of months, not years. In Remarkable Retail, industry thought leader Steve Dennis argues that it’s no longer enough merely to offer convenience, decent prices, or an okay shopping experience. Even very good is no longer good enough. To win and keep customers today, retailers must be nothing short of remarkable.

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; they’re just using them differently, often browsing in one channel and buying in the other. The line between digital and physical stores has been virtually erased; the customer is the channel. Retailers who resist this fact are doomed to perish. The future belongs to those who find new ways to create a remarkable, harmonized customer experience at every touchpoint. 

Although we saw some high-profile retail brands become casualties of the pandemic, it turns out many of those had underlying conditions, while retailers who had already embarked upon the road to remarkable not only survived but actually emerged in better health than before. Packed with illuminating case studies from some of modern retail’s biggest success stories, quick pivots, and impressive rebounds, Remarkable Retail presents eight essential strategies for visionary leaders who are prepared to reimagine their way of doing business. A remarkable retailer is digitally enabled, human centered, harmonized, mobile, personal, connected, memorable, and radical.

In an age where consumers have short attention spans, myriad options, and a digitally integrated relationship with every brand, Remarkable Retail is your indispensable guide to creating a powerful retail experience that keeps your customers coming back for more.

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Product Details

ISBN-13: 9781928055938
Publisher: Wonderwell
Publication date: 04/13/2021
Sold by: Barnes & Noble
Format: eBook
File size: 2 MB

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

Foreword xi

Author's Note xv

Introduction: A World Turned Upside Down xvii

Part 1 Shift Happens

1 An Epic Revolution, Accelerated 1

2 The New Scarcity 21

3 Apocalypse? Not Exactly 33

4 The Collapse of the Middle 45

5 The Amazon Effect 57

6 The Future Will Not Be Evenly Distributed 71

7 The Customer Is the Channel 85

8 Optimizing to Extinction 91

9 Defenders of the Status Quo 101

10 An Especially Bad Time to Be Boring 111

Part 2 The Journey to Remarkable

11 The Eight Essentials of Remarkable Retail 123

12 Essential #1: Digitally Enabled 135

13 Essential #2: Human-Centered 145

14 Essential #3: Harmonized 159

15 Essential #4: Mobile 171

16 Essential #5: Personal 181

17 Essential #6: Connected 199

18 Essential #7: Memorable 211

19 Essential #8: Radical 229

20 A Brave New World 241

Acknowledgments 251

Notes 255

Bibliography and Additional Reading 259

Index 261

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

“COVID has reshaped the retail landscape radically and irrevocably. To navigate this landscape, retailers need entirely new strategies. Lean on Steve’s experience and read this book.”

—Scott Galloway, bestselling author of The Four and Post Corona

Remarkable Retail is your guide to fast-track innovation and, more importantly, consumer relevance in the COVID economy.”

—Brian Solis, digital anthropologist, bestselling author, futurist

Remarkable Retail is a crucial playbook in a category that does not tolerate mediocrity.”

—Hubert Joly, former chairman and CEO of Best Buy

Customer Reviews