Principal Business Consultant, NCR Retail Transformation Consulting
Erica Thompson Moran has over twenty years of retail marketing and digital experience. She has held senior leadership roles in CRM, loyalty, and ecommerce at PetSmart, Stride Rite, New York & Company, GNC, and HSN. In her current role, Erica leads the retail loyalty strategy consulting practice for NCR Transformational Retail Consulting.
  • Posted on: 06/10/2022

    New PetSmart program is all about helping vets help pets

    So what happens with Banfield? PetSmart owned 30 percent of them at one point and they are in a ton of stores.
  • Posted on: 03/28/2022

    Petco CEO isn’t losing sleep over inflation

    I worked in the pet space for years. It's actually not recession proof, but it is recession resistant. People will trade down brands and products and reduce spending on highly sticky services like grooming and boarding, but absolutely won't stop spending on their pets.
  • Posted on: 03/20/2022

    Will Starbucks really be able to trash its paper cups?

    Sadly, they are calling this their holy grail for a reason. It will be really hard for them to make this change from a consumer/financial perspective. I do really hope they do it and now that Howard Shultz has just been announced as interim CEO (again!), I think they actually might make it happen. Shultz always cared as much about social issues as profit in my opinion.
  • Posted on: 03/13/2022

    Albertsons puts its digital transformation on the fast track

    The challenge with all of these partnerships, DoorDash for example, is that they are taking a pretty significant cut of what little margin there is to be had. Over time, I have to believe build will win over buy if they take the long road.
  • Posted on: 03/12/2022

    Are Visa and Mastercard’s swipe fees out of control?

    This is a huge challenge in light of it happening at the same time as major inflation. American Express fees are even higher by the way, though they have much smaller market share of swipes. Retailers should take advantage of the timing to launch or double down on private label or co-brand credit card Mastercard or Visa deals. Most banks will either eliminate or reduce the fee on the sales that happen with the card, which can be as much as 30-35% of sales with a mature program. Significant savings for retailers!
  • Posted on: 03/09/2022

    Will inflation be positive or negative for off-pricers?

    The discounters seems to do well in both good economies and bad ones. I think fundamentally, everybody likes a bargain and likes to feel like they are "winning" when they shop!
  • Posted on: 03/08/2022

    Are banned books a sales opportunity or political risk for Barnes & Noble?

    I think B&N has the opportunity to show leadership in the books space by showcasing banned books. It's almost their obligation as one of the few brick-and-mortar players left standing in this space.
  • Posted on: 03/05/2022

    Will try-on tech be the right fit for Walmart’s fashion business?

    Walmart has tried to come at retail/online from every which way, so this is a logical extension. At the end of the day, they have always had an apparel quality problem and I'm not sure I'd buy their apparel online without being able to also feel it in addition to checking sizing.
  • Posted on: 02/28/2022

    Will emotional storytelling work for The Container Store?

    I think these are great moves for The Container Store. COVID-19 has forced us all to spend more time at home which has significantly increased interest in a calming space. Organization is a key component of that and The Container Store is uniquely positioned to own this space.
  • Posted on: 02/26/2022

    Walmart+ sales event to build revenues and subscriber numbers

    I personally worry that Walmart, Amazon and all the other followers are overly leveraging these "special events," which over time dilutes that value of each event. We have already witnessed a shift away from core holiday times like Black Friday and I worry we are just "spreading the peanut butter." These events may drive short terms boosts, but haven't proven that they drive sustainable year over year retailer growth versus just redirecting spend at a lower margin. Plus, now the executives will be stuck having to figure out how to comp this spike next year.
  • Posted on: 02/23/2022

    Should dogs be allowed in stores?

    Sadly, no. I worked at PetSmart and it was the right fit for our customer experience. But we spent a lot on clean up (if you know what I mean) and it was somewhat limiting in recruiting associates (positive for some, negative to others). It's hard enough to staff in the current environment, so only for retailers that are really focusing on pet.
  • Posted on: 02/23/2022

    Has Macy’s become a different and better retailer?

    I don't think Macy's has truly changed at their core. They are still very merchant/buyer driven versus really understanding customer needs. I'm glad they've decided not to cave to the street and split off digital, which makes no sense. But they still have a ways to go in becoming truly customer centric and not chasing after every hot new tech trend.
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