Steve Montgomery

Walmart has the ability to move quickly when it is ready to move. By labeling the Express concept a pilot it removes/lessens the market's expectation that it is something they are ready to roll-out. It the pilot is successful they move forward, if not Walmart doesn't face the headline...

In today's Chicago Tribune there is a Macy's flyer and one from Carson's both with discount beyond the advertised price. The Macy flyer offed 15-20% from now to May 31st off for a $3 donation to help save the rainforest. Carson's had 150 Door Busters, plus $10 off any...

The mere presence of an associate in the self-checkout area helps reduce theft, but as noted, companies often utilize this person to do other tasks. This provides opportunity -- one of the three key elements for theft to occur.

I expect that few companies properly prepare their employees to...

Many before me have said the same or similar things -- not a good move. Having just bought some sports coats I fully realize the time and effort it takes to fine the right coats, with the right fit, etc. -- especially when I was initially unhappy with the...

The article lists great steps to take when these type of situations occur. One of the more difficult may be bringing in another person, especially if it is a manager or a supervisor. I believe the key reason the employee might hesitate to do that (assuming one is immediately...

Our mantra was "if you want good people, treat people good". This included frequent communication. That being said I can understand the "gap" in perception the researchers found. Having participated in 360 evaluations I found that while I and others thought we were doing a good job, our subordinates...

Bob is correct. Simply giving a tablet to a clerk will not make them a better clerk and/or ensure better customer service. The only way that happens is if the tablet is a tool used by a properly trained associate.

Proper training would at least include basic product knowledge...

Stand still and you get passed. That rule has existed in retailing since it began. As others have continued to grow their online capabilities, Costco had not placed the same emphasis. Perhaps it was "good being the enemy of great syndrome," but based on the article it appears Costco...

The impact for both will likely be small, but is it the shot heard round the world? Will other retailers decide that supporting Amazon in any fashion is a not a good idea?

The traditional gifts have dominated for several reasons. While if might sound trite part of the reason is that they are the traditional gift. It is what people have grown up with and there is a long history of doing "X" in the family. Second they general are a...