PROFILE

Tom Dougherty

President and CEO, Stealing Share
Tom Dougherty is President and CEO of brand company Stealing Share. He has developed brands across all industries positioning them to grow and steal market share. Tom's unique perspective and opinions are often sought and quoted by The New York Times, FOX Business and CNN as well as many industry journals.
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  • Posted on: 06/27/2017

    What happens when you put a c-store on wheels?

    By itself it doesn't solve anything. But it does tap into the new belief that technology should be used to bring the world to me, rather than me experiencing the world as it waits for me. However, drones and Moby Mart-like concepts have too many difficulties to overcome, as outlined here. The delivery concept mostly likely to stay is in the Amazon Fresh lane, where issues of shoplifting and collisions are not factors. Automated delivery just isn't realistic. Yet.
  • Posted on: 06/26/2017

    Will putting a spotlight on associates help boost Kroger’s business?

    Pffft. This idea always sounds great but it does nothing to increase preference. Why? Because it's all about Kroger. Not about the customer. People say they would prefer a brand that's involved in the community. But that's not the reason why they go into a preferred store to buy groceries. Good intentions are sweet. But don't mistake them for the reasons shoppers choose.
  • Posted on: 06/16/2017

    What happens now that Amazon is acquiring Whole Foods?

    Their market share will GROW. This should never have been seen as a battle between online and traditional retail. It is JUST retail.Suddenly Whole Foods has opened its doors to greater convenience and broader appeal. Whole Foods now has a location on every desktop and tablet.
  • Posted on: 06/02/2017

    Can Walmart workers deliver better last mile results on their way home from work?

    Ewww. I don't like this idea at all. Delivery is the knee-jerk response from retailers to Amazon's domination. Using in-store employees feels like a cheap way out and, as an avid online purchaser, I wouldn't feel good about it. This feels like Walmart floating an idea to gauge interest rather than a firm initiative. It flatly doesn't sound professional.
  • Posted on: 06/01/2017

    Are off-pricers immune to apparel’s challenges?

    The current climate helps these guys. It encourages the brands to be viewed as differentiated from the main old-school retailers. That in itself is a win.
  • Posted on: 05/31/2017

    Is ‘Building the New Blue’ the right plan to complete Best Buy’s transformation?

    Simple is better. If Joly redefines the brand with greater clarity and purpose it will help. However, like in the rest of the category, as customers move to online sales at an ever increasing rate Joly will have to decide what to do with the real estate.These big box stores will start to weigh down profits.
  • Posted on: 05/30/2017

    Will Google change the game by linking clicks to in-store purchases?

    Yes and no. The game has already changed and this is just a small and natural step forward. I wonder if traditional retail actually sees that the game has already changed?
  • Posted on: 05/05/2017

    Will retailers get cut out by consumers in the future economy?

    You bet it will. The tablet, smartphone and computer world IS a retailer. Because all business inexorably moves toward efficiencies (on-line is a more efficient means of retail shopping today) there is no way to put the cat back in the bag.
  • Posted on: 05/04/2017

    How can companies avoid the seven deadly sins of retail laggards?

    Oh my. I agree with EVERYTHING (most unusual for me). Leadership IS to blame.Holding onto a failing model ... well, Steve Jobs once quoted Apple's leadership before he returned to power as saying "The ship is sinking and we need to turn it around." Nope. You need to fix the leak.Hanging onto an old model hoping for a different result is not just suicide. It's ignorance.
  • Posted on: 05/03/2017

    Are malls better off without department stores?

    Absolutely. It's obvious that there are other options to use as an anchor that hook into the fabric of the target audience. I only wish the department stores themselves were as nimble and willing to change THEIR own model. The malls are leading the way.
  • Posted on: 05/02/2017

    Will consumers finally pay for service?

    They won't. Service is the minimum cost of entry in every category or market. Airlines are as close as we can get to monopolies, so they were relatively immune.Retail is competitive. What the customer WILL notice is BAD service. Great service, well, that's seems like a reach in today's world.I don't believe customers will pay for better service. But when faced with BAD service they will choose one of your competitors.
  • Posted on: 05/01/2017

    Is omnichannel a retail margin crusher?

    The economies will change as it becomes more common. I expect inefficiencies in the beginning of any new model.Here is the rub. I understand that the retail model of having shoppers buy at the store is the most profitable for retailers. But as the shopper numbers shrink, well, business adapts to consumer trends. It does not work the other way around.Come gather around people Wherever you roam And admit that the waters Around you have grown And accept it that soon You'll be drenched to the bone And if your time to you is worth saving Then you better start swimming or you'll sink like a stone For the times they are a-changing.Thanks Bob Dylan.
  • Posted on: 04/24/2017

    What customer service lessons can be learned from United Airlines?

    It's not a customer service problem with retail today. It is a question of transparency. Shoppers would prefer to have little interaction with retail employees -- not a different experience (a transparent interaction).How does retail respond to the trend of retail shopping (online) that demands minimal to non-existent contact with the retailer itself?Thinking we can fix this problem by better training the customer service staff is navel gazing. I wish it weren't so. But retail HAS changed and the winners will adapt.
  • Posted on: 04/20/2017

    Has CVS crafted a promising new drugstore shopping journey?

    It is about time the pharmacy category woke up. They MUST mean more than a prescription destination or another convenience store.There is a difference between the high road and the high ground however. I'm not sure that CVS is claiming they've created anything that matters enough to shop at a different pharmacy than the one closest to my home. Wait and see.
  • Posted on: 04/17/2017

    How should retailers use social listening tools?

    It's all interesting qualitative research. Cheap, easy and readily available. But it is always self-selecting because it is not randomized and blinded.It's as important to a restaurant as a maître d' soliciting satisfaction from diners. But it provides NO strategic direction. None.This is an industry fumbling about to find better ways to anticipate changing habits. We NEED both types of research. Social media listening, to my thinking, is a best practice. It's not research. Pity those that think it is.

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