World-Renowned Shopper Scientist Dr. Herb Sorensen Reveals: How Today’s Shoppers Think, Behave, and Buy
New Insights for Creating High-Profit Retail Experiences!

In retail, there’s only one number one. It’s not Wal-Mart or Costco, or even Amazon: It’s the shopper. To create high-profit retail experiences, you need to know exactly how your shopper thinks, feels, and acts at the point of purchase. Dr. Herb Sorensen illuminates today’s consumer behavior in the context of radical technological and societal changes that are transforming retail.

Building on these deep consumer insights, Sorensen introduces revolutionary new approaches to improving performance in self-service retail—whatever you sell, via bricks or clicks. You’ll discover today’s best ways to get the right items to the right customers when they want them… surpass the expectations of customers trained by online retail… own every consumer “moment of truth”!

New coverage includes:

• Converging clicks and bricks into a super-high-efficiency retail engine
• Building the “webby store”: visually managing every display like a web page
• Bringing product and shopper together via optimized navigation and search
• Measuring and promoting shopper efficiency
• Motivating long-cycle purchases: cars, tech, appliances, apparel, and more
• Speeding today’s shoppers from “want” to “need”

Author's Notes and Acknowledgments
About the Author
Preface: Rethinking Retail
Introduction: Twenty Million Opportunities to Buy
 
Part I: Active Retailing
Chapter 1: The Quick Trip: Eighty Percent of Shopper Time Is Wasted
Chapter 2: Three Moments of Truth and Three Currencies
Chapter 3: In-Store Migration Patterns: Where Shoppers Go and What They Do
Chapter 4: Active Retailing: Putting Products into the Path of Shoppers
Chapter 5: Brands, Retailers, and Shoppers: Why the Long Tail Is Wagging the Dog
 
Part II: Going Deeper into the Shopper's Mind
Chapter 6: The Quick-Trip Paradox: An Interview with Unilever’s Mike Twitty
Chapter 7: Integrating Online and Offline Retailing: An Interview with Professors Peter Fader (The Wharton School) and Wendy Moe (University of Maryland)
Chapter 8: Multicultural Retailing: An Interview with Emil Morales, Executive Vice President of TNS Multicultural
Chapter 9: Insights into Action: A Retailer Responds: An Interview with Mark Heckman of Marsh Supermarkets
 
Part III: Conclusions
Chapter 10: The Internet Goes Shopping
Chapter 11: Game-Changing Retail: A Manifesto
 
Part IV: Appendix
Appendix: Views on the World of Shoppers, Retailers, and Brands
 
Index