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Writer's pictureJoseph Haecker

How I Would Change Retail Shopping as CMO for a Retail Brand


When social media first emerged, most marketing departments divided their teams into “Marketing” and “Social Media.” At the time, traditional marketers were skeptical, dismissing social media as a fleeting trend. However, as the years went by, these divisions became irrelevant, and social media integrated fully into mainstream marketing strategies.


Fast forward to today, and we're facing a similar scenario with online shopping versus in-store shopping. Traditional marketers often view online shopping as a threat to the "good old-fashioned" in-store experience. But what if we stopped pitting them against each other and merged the two into a seamless, symbiotic system?


If I were leading marketing for a large retail brand, here's how I would approach this transformation.



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1. Accept That Buyer Behavior Has Changed


The first step is embracing reality: consumer habits have evolved. Buyers are no longer loyal to a single method of shopping. They want flexibility, convenience, and personalization. Fighting this shift is a losing battle. Instead, brands should lean into the opportunities these changes create.


2. Recognize the Gaps Between Online and In-Store


Online shopping offers features that in-store experiences often lack, such as bookmarking items for later, price comparisons, and product reviews. In contrast, in-store shopping offers immediate gratification, tactile exploration, and personal engagement. Merging the two could close these gaps.


3. Leverage Technology to Tell the Product's Story


Shoppers increasingly want more than just a transaction—they want an experience. Technology, such as augmented reality, QR codes, and interactive apps, can enhance the storytelling around products, making them more engaging and memorable.


4. Make Online and In-Store Symbiotic


Instead of treating online and in-store shopping as competitors, they should be partners. Online tools should complement the in-store experience, not replace it.


5. Think Two Steps Ahead of User Behavior


Anticipating consumer needs is crucial. Studying current behavior is important, but predicting future habits and building solutions now is how brands will stay ahead of the curve.



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What Does This Look Like in Practice?


Imagine this:


A Mobile App Designed for In-Store Shopping: Instead of focusing solely on remote shopping, the app enhances the in-store experience. It recognizes when a customer visits a store and displays their typical purchases or preferences to guide them.


Bookmarking Finds in Store: Shoppers can pin items they discover for later purchase or share them with friends for feedback.


Scanning for Discounts and Trends: A simple scan of a section reveals discounts, trending items, or personalized offers.


Enhanced Product Information: Shoppers can scan items to access video reviews, tutorials, and user comments. They can even leave feedback of their own.



This approach would blur the lines between online and in-store, creating a hybrid experience that feels intuitive and engaging.



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The Future of Retail: It’s Not Either/Or


The future of retail doesn’t need to choose between in-store or online shopping. It can—and should—be both. A fully integrated shopping experience combines the convenience of technology with the immediacy and human connection of physical stores.


If you own a medium to large retail brand and want to explore this roadmap further, let’s book a call. This isn’t hard to implement, but it does require the right vision and strategy.


Together, we can create a future where retail thrives across every channel.



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