retail news in context, analysis with attitude

In the UK, the Telegraph reports that Tesco’s Fresh & Easy chain in the western US is using the Twitter text messaging service “to interact with customers and inform them of new offers and store openings. In addition, it is answering customer queries about missing products in certain stores, and about services offered … Though perhaps not gripping correspondence, Twitter does help to establish loyalty by giving customers an active way of communicating with the company's management.

“The Fresh & Easy Twitter feed has 915 followers – a fair number given that a chain the size of Starbucks only has 30,591 followers.”

KC's View:
It is important for retailers to embrace as many of these technologies and opportunities as possible, because they each shed a little bit of light on what the future is going to look like, and on the road that leads to that future. Sure, there will be missteps and wrong turns…but even those will inexorably lead to the future.