What makes a consumer buy a product from one brand over another? The answer used to be brand loyalty and quality of product, but the landscape for consumer goods companies has recently flipped upside down. Anymore, consumer goods companies gain and retain loyalty from customers because of the experiences they provide. Thankfully, generative AI has […]
Erica Lee
Erica Lee is a director of digital strategy at Perficient, specializing in digital transformation, customer experience, commerce, digital responsibility, and digital business strategies. She’s been a senior ecommerce and digital leader at several multi-billion dollar B2B and B2C companies.
Blogs from this Author
Top Industry Trends Ranked by Retail Leaders and Experts
Creating unified customer experiences across all touchpoints and channels is a common goal among retailers, and organizations often talk about being customer-centric and driving towards a personalized, consistent experience. Despite these priorities, many can’t deliver. At our Retail Innovation Conference and Expo workshop “What Should I Do Now Vs. Next: How to Prioritize Your Unified […]
With Unified Commerce, Customers Are No Longer Just Numbers at Home Depot
Not long ago, requesting reviews for online purchases was one of your only options for getting feedback on products and services. Products purchased in-store were often reduced to an item on a receipt, and the only review a retailer received was if the customer needed to return the item. Now, big box stores like Home […]
Reduce Returns and Improve the Buyer Journey with AI Technology for Retail
Retailers have come under fire for lack of diversity in models, unattainable sizing and style expectations, and unsatisfactory in-store experiences. It’s not hard to understand why. Walking into a store and trying on clothing can be intimidating for anyone, but it’s also not ideal to guess sizing and hope for the best while online shopping. […]
Cable and Satellite Providers Must Create Loyal Users Before It’s Too Late
Survey says… Recent surveys of cable users have shown that the demographic is quickly aging. Half of cable users surveyed in one report were at least 60 years old, while over a quarter of respondents aged 18 to 29 preferred streaming services over cable TV. More troubling was that 60% of those surveyed who used […]
Omnichannel Retailing Hasn’t Fixed the Divide: It’s Time for Unified Commerce
Omnichannel is critical, but it can only help so much Presenting the customer with a sleek and functional experience for online shopping is a top priority for leading retailers, making omnichannel retailing a key strategy in the industry. Omnichannel retail ensures a brand presents consistently across all customer-facing channels. However, omnichannel retailing alone has not […]
Know Your Customer, Grow Your Business: The Significance of Customer Strategy and Segmentation in Retail
Despite surviving both the Great Depression and the Great Recession, not even enduring luxury retail giant Nieman Marcus could escape COVID-19’s interruption of indoor shopping. When Neiman Marcus emerged from bankruptcy after a tumultuous 2020, the company smartly pivoted towards a new plan for targeting consumers. The 115-year-old luxury retailer would laser-focus on their most […]