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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)

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Bob Phibbs

President/CEO
The Retail Doctor

I think it is great that Nordstrom is trying so many options in their stores. That said, as for the appearance is of a personal connection to your sales person — I've found that maybe twice in all my years with the brand.

I've been in their stores that have...

Adding more lines in an attempt to goose sales is nothing new — independent retailers have used this for many years when they felt their business plateau.

The real challenge for Macy's will not be the merchandise — they have the deep pockets. But their sales training appears to be little more...

Because chasing Apple worked so well before — see Ron Johnson.

Know your customers and your employees, treat them well and deliver an exceptional experience. That's what makes any retailer successful. More PR is never the answer.

...

It's hard enough to deliver a brand experience when you control all the steps. I predict that the more third parties are involved with the final leg the more missteps will occur, which in the end will hurt the brand, not the third parties.

And how many Uber drivers will...

Any change in Google's algorithm is a big deal. I would challenge it will not hit smaller retailers the same way as they are usually found more on local search. As long as their local information is current and up-to-date in Yelp and on Google's MyBusiness section, they'll have...

I would add a fourth: chat is being used to market other services and offers. Chat is a game of seconds, not minutes. Being available, having the right answer to the question, not simply a checklist to go down and truly helping the customer are key. Without it, chat...

Yesterday a drone landed on top of the Japanese minister's office. It contained a radioactive liquid in a vial. I see no way how commercial drone flights will be able to deal with America's national security unease. I am highly skeptical we will see commercial drones flying through our...

This continues to be an embarrassment I believe, not a hit. As I wrote back in 2012 in the article How Long Can Target Get Away With It?: "The problem is that when hoarders show up and buy it all at once, it appears that the shopping game...

Online is a "gimme" business.

Gimme the lowest price.

Gimme free shipping.

Gimme no tax.

Gimme free returns at any point.

Someone has to pay the piper for all the gimmes—and it appears it is those who actually go out of their way to drive to a brick-and-mortar store where "gimme" is service. And...

Right up there with Sears and Howard Johnson's for mismanagement of a brand. Frederick's should have been Victoria's Secret. Online is not the same as brick-and-mortar—the brand has to tell a story in a different way. I would expect a new buyer to open at least a couple brick-and-mortar...

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