Customer Acquisition and Connection in the Evolving Retail Environment
By Keith Jelinek, Senior Managing Director & Laura Wheeler and Frank Jones, Managing Directors, Ankura
According to the U.S. Census Bureau, e-commerce sales (internet shopping and mail order) made up roughly 5.4% of retail sales in October 2000, excluding autos and gas stations.1 That figure has risen steadily and is now close to 21% (Figure 1). Since the dot-com...
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Frank Jones is a managing director at Ankura, based in Washington, D.C. He focuses on retail performance improvement and marketing and practice development. He has held management positions with Fortune 500 companies, including in price management, marketing research and customer insights, competitive analysis, merchandising decision and category management support, customer service and call centers, and store operations. Prior to joining Ankura, Jones worked for a global business advisory firm where he was a director in the corporate finance group.
Laura Wheeler is a managing director at Ankura, based in New York. She is a digital leader who has led in highly profitable, large-scale organizations; developed innovative strategies to capture new markets in fast growth environments; and turned around struggling businesses. She started her career in consulting with McKinsey and later transitioned her focus to retail. She launched new business units at Sears (Land’s End), new functional areas at Ross Stores (micro-merchandising), and new divisions (online) at Saks Off 5th.
Keith Jelinek is a senior managing director at Ankura, based in New York. He has more than 30 years of experience leading and advising Fortune 100 companies to drive transformational improvements, with a focus on retail and consumer. He previously was a senior vice president with Kmart Corporation and before that spent 20 years with Thrifty-Payless Drug Stores. Prior to joining Ankura, Jelinek held senior roles at two global business advisory firms, with a focus on retail and performance improvement.