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Also from Bob Phibbs...

Braintrust Resource

The Retail Doctor
Bricks and Mortar Retailing at Risk in the Digital Age
A manifesto (URL)

Links by Bob

 
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Bob Phibbs

President/CEO
The Retail Doctor

Who couldn't support treating employees like human beings, rather than robots that come at your whim? This is only an issue with large big box retailers and foodservice companies. Most small business owners would never treat their employees the way many of these workers featured in the New York...

Ever since 9/11 I've thought it's just a matter of time before malls are targeted. There is no understatement of the gravity of terrorists calling out malls by name.

Malls will need to show they are safe, not just reassure shoppers there is nothing to worry about.

Our very way of...

So because things cost more in a grocery store, or because satisfaction with Walmart went down? Sounds like an apples-to-oranges survey.

Yet they tout Nordstrom's score as rising when price isn't an issue? And are these the same people shopping at Nordstrom as at Walmart?

Customer dissatisfaction surveys are becoming the...

As I just wrote in my post this morning, Retail Success Within Reach: Why CEOs Must Embrace Sales Training, "While tablets are the shiny new object, there's no guarantee that they'll solve your problems of engaging a customer."

In fact, in my opinion, they will make those problems worse....

It's like some type of Greek tragedy that Amazon may buy several of the locations as well. I predict this is a temporary blip for RadioShack, I don't see how they would become stronger in consumers' minds after bankruptcy.

...

Reminds me of the Kmart/Sears merger, two wounded retailers trying to hold the other up. The reality is few people are going to either one of those retailers to buy copy paper, ink or business machines. The demographic and demand have fundamentally changed which has nothing to do with...

It works if "anyone will do" is your philosophy in a retail store.

In a call center, which, let's face it, is all Zappos is—it's different. Read the screens, clear step-up of elevation of customer problems—it's a closed universe.

Not so in a retail store. At least not anyone other than...

A customer who hugs you says they trust you.
An employee who hugs you says they want you.
This isn't political correctness, it is basic humanity: No one likes creepy.

Just like when I reach my hand out to shake yours means thank you. An employee who doesn't know me...

How can you make your retail store more like a drive-thru McDonald's is more like it. Drive up lanes to serve Millennial tech-enabled shoppers? One-third of them don't even have driver's licenses. It all sounds great but someone is paying for these services.

The complicated part is not getting customers...

Having made my name early-on against Starbucks and having succeeded, I think the tide has turned and it matters less to customers.

They still want convenience and a great cup of coffee. The so-called "third wave" of former Starbucks baristas is still valid but the "stealth" nature is more...

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