FREEDyourMind

Welcome Kevin Ertell, our new VP of Retail Strategy!

I couldn't be happier to announce that Kevin Ertell has joined ForeSee Results as Vice President of Retail Strategy. For those of you who don't know Kevin, he was SVP of e-business at Borders, and before that, he was SVP at towerrecords.com. Kevin has actually been a client of ours for years now, so he's a true believer in the ability of online customer satisfaction metrics, and more specifically the ACSI, to transform the way retailers are doing business online and across channels.

We brought him on board for a few reasons. Our retail business is growing so much, that we really needed someone to ensure that the quality of our products and services remained as high as it has been, even as we grow. And I don't think you'll find someone with more expertise, thought leadership, and the respect of the retail community than Kevin. Because he comes from a retail background and had so much success transforming the online businesses of Borders and Tower, he's going to bring a unique perspective that will really help our product, delivery, and marketing teams create and implement solutions that retailers really need.

Kevin is blogging at Retail: Shaken Not Stirred--so go check it out and leave him a comment. Hes also on Twitter @kevinertell.

Who will lead the State of Michigan in the right direction?

Well, not is all doom and gloom here in Michigan.  The Red Wings are playing a game 7 for the Stanley Cup on Friday. And of course we have some successful and growing companies (ForeSee Results to name one) here in Michigan.

Yet, there are many challenges, starting with 2 of the "Big Three" dealing with bankruptcy.  And the ripple effect as a result of those challenges.  And the challenges the State is facing are far and wide.

I was fortunate enough this morning to get invited to a breakfast in Ann Arbor with Rick Snyder and about 80 other people.  Rick is exploring a run for the Governor of Michigan.  Now, I have always refrained from talking politics on this blog, but this is more about the future of Michigan then about politics.  And it has a "customer" angle as well.

Rick is a very impressive guy who has had great success in his career and is not a career politician.  His experience is impressive and in many ways seems to be a great fit for turning the State of Michigan back into a thriving State.  That is not going to be accomplished with the typical 30 second sound bite about taxes, but with a vision, a plan and action.  That is what Rick is bringing to the table along with great track record of success.

Rick also talked about the need for a customer centric government.  And I couldn't agree with that more.   Business will succeed if they satisfy their customers and have fiscal responsibility.  This applies to State Governments as well.  The State needs to meet the needs of its citizens and show fiscal responsibility.  Michigan needs a customer centric leader!! 

Retailers: Time to Answer the Call

Mobile, the next frontier for retailers is fast approaching.  In an article in Internet Retailer, it is reported that only 5% of the largest e-retailers offer mobile solutions, with 4% offering mobile optimized websites and 1% offering iPhone optimized sites.  Our recent research (ForeSee Results) of visitors to the top 100 Internet Retailing sites showed the following:

• 15% of visitors have a smartphone
• 10% of visitors have used their phone to check prices
• 6% of visitors have used their phone to look at product reviews
• 11% of visitors have used their phone to send a picture of a product to someone

So, how important is it for retailers to have a good mobile solution?  Well, the largest online retailer, Amazon, has a pretty good iPhone app that allows you to check prices, look at product reviews and purchase!  If you are a retailer, most likely Amazon is a competitor. You need to have a competing mobile solution for your customers. 

If I am a retailer, I sure don't want my potential customers walking down my aisles using the Amazon iPhone app. And not to have an option to use my iPhone (or mobile optimized) app.

It is time for retailers to deploy high quality solutions to the mobile platforms.  And the key to success will not only be a great mobile (and iPhone) application but also great integration across the channels, making it easier for consumers to move from web to store to mobile.