Luke Russell

Nordstrom experienced a less than stellar first-quarter performance. While sales increased 2.5%, it experienced a comp decrease of 1.7%, which fell short of its planned low single-digit increase. Perhaps, Nordstrom’s plan to expand its...Read More

Ernan Roman, President of Ernan Roman Direct Marketing (ERDM), knows a little something about Voice of the Customer research and effective personalization and CX strategies. So much so that he was inducted into the Direct Marketing Association...Read More

Even after a disappointing first-quarter performance, J.C. Penney CEO Marvin Ellison remains confident in the brand’s turnaround plan to return the company to greater fiscal success and brand loyalty. A key component in that turnaround will...Read More

Last week, Sears announced the May 19th opening of its first 10,000-square-foot Sears Appliance store in Fort Collins, CO. If this test goes well, this will be the first of what is expected to be a broader rollout later this year to spark elevated...Read More

Stefan Larsson, CEO of Ralph Lauren Corp., assumed his current title six months ago after a highly successful run as Global President of Old Navy, a division of Gap Inc. Ralph Lauren has fallen on difficult times, but Larsson insists the...Read More

Athletic retailer The Finish Line will offer its customers exclusive content this year in the form of an exclusive video series, in collaboration with Reebok, which celebrates NBA great Allen Iverson as well as honors his 20-year anniversary with...Read More

It was a difficult fiscal first quarter for Macy’s from a customer engagement standpoint. Macy’s officials blame much of that poor performance to reduced spending by international tourists. “We continued to be negatively...Read More

Arctic Cat, among the most widely recognized and respected brands in the recreational vehicle industry, recently launched the new Arctic Cat 360 Wildcat VR experience. For off-road and snowmobiling enthusiasts, Artic Cat 360 is a fully immersive...Read More

Through its powerful national advertising campaign, Planet Fitness has raised its level of customer engagement and the results reflect that commitment. “Our franchisee spent between 5% to 7% of their monthly membership dues on local...Read More

Mobile is such a staggeringly pivotal asset for loyalty marketers today. Customers expect brands to be able to provide the type of mobile experience that, ultimately, impacts brand loyalty. Yet, according to a new study from Sitecore (a global...Read More