Are grocery-store apps the answer to better customer service?

Only a small number of Canadians use grocery-store apps. Maybe that’s because apps don’t solve a lot of everyday shopper complaints With several of Canada’s big grocers creating branded mobile apps over the past year, there is no question grocery shopping is getting more techie. But are consumers ready? And are apps really the answer […]

It’s time to rethink how we buy groceries

Recently I was asked by our president to organize an internal team building workshop for our staff inspired by the Institute of Design at Stanford University. I was more than happy to do it. The Institute, or d.school as it’s known, has become one of the most talked about institutions because of the methodology they […]

Screens & Places: More Human, Less Digital

The intersection between digital, human and physical experiences We need to focus more on human interactions and less on digital technology. That might sound odd coming from someone who has preached digital for more than 20 years, but it’s all about finding the right balance. Retailers like Hointer have almost completely removed the human element from […]

The Future of the In-Store Shopping Experience

Online sales have skyrocketed in recent years. Just last year 60 per cent of Canadians conducted both their product research and product purchases online (AskingCanadians 2012). Online shopping is simple and convenient. If executed properly, online brands can provide customers with personalized offers and product recommendations, customized deals and give customers a shopping experience that’s […]

Screens & Places: When it comes to mobile, context is not everything, it’s the only thing!

The intersection between digital, social and physical experiences. All brands want to create a relevant, personalized and unified experience along their customers’ journey. And we all know that providing that experience in context to the customer is key. However, brands and agencies struggle with this due to the complex nature of the buying process today. A […]

Screens & Places: Is it creepy to track your customers’ every move?

The intersection between digital, social and physical experiences. The other day I was running through the PATH system in Toronto, which is the largest underground shopping complex in the world connecting office tower to office tower. I was stopped by a woman holding an iPad wanting to ask me a few questions. I’m sure you […]