I’ll admit it. In an earlier incarnation in e-retail, I was fairly skeptical about what is sometimes called “consumer generated content.” Back then, we called them customer reviews. Circa 2002 or so, I had plenty of company. Put simply, the rationale was: why would you give your customers free rein to say whatever they wanted [...]

A multi-channel experience needs to be seamless and transparent to the customer; we can all agree on that. But what about the retailer? It takes a lot of work and a lot more internal cooperation to deliver on seamless multi-channel experiences, especially for established brick-and-mortar-based retailers. All this work and “cooperation” can take a toll, [...]