Monthly Archives: January 2015

Matrix Retail: The Logistics of Customer Experience

matrix

At a previous NRF Shop.org Summit I saw a keynote address by Jamie Nordstrom on trends he saw coming in the online retail business. During his talk Jamie said there was a new dynamic emerging, people were describing using words like multi-channel and omni-channel. However in his view these words were not fully capturing the changes he saw coming in retail and a new word was needed, ‘maybe polychannel or something like that’.

After the presentation I had a quick meet and greet with Jamie in which I told him how much his presentation had resonated with me based on my past senior department store retail experience at Hudson’s Bay Company. I then said to him that I think I know the word he was looking for to describe the new dynamic and that was Matrix Commerce. His reaction was immediate and visceral ‘Yes, that’s it! Have you trademarked it?’ Continue reading…

Breaking the E-Commerce Sound Barrier with Matrix Retail!

BOOM!

What was that noise?

Someone just broke the e-commerce sound barrier!

In the third quarter of 2014 Williams-Sonoma’s e-commerce sales represented 51.5% ($587 million) of total company sales overtaking their store sales ($566 million) for the first time!

Even more importantly this increase is not due to offsetting reductions in store sales with the $566 million in store sales representing an increase of 4.8% year over year for the quarter. Continue reading…