For many years, people have been talking about the rising importance of multi-channel and using the term omni-channel to describe the complete and seamless integration of the customer's experience across multiple channels.
Merging of channels is a hot topic, catapulted by the suddenness of mobile popularity. But beyond the buzz, companies need to provide the right mix of services, messages and pricing. So often that isn't the case.
Toys "R" Us CEO Jerry Storch has taken a light saber to the idea that the future belongs to the internet and that big box retailers are doomed to irrelevance. Storch says the successful brands will be those with a consumer-facing network across all channels, and says Toys "R" Us is leveraging its strengths, including its store base, to grow and thrive over the long term.