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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

How can we make retail soulless and exactly like a web search? I know, add robots.

The test will be interesting. Personally, I doubt people with much heart will warm up to the cold steel.

If you look at employees as robots anyways, this will be an easy choice.

If you are...

Is this surprising to anyone? As I said in this post, Hey Retailers! Nordstrom's Customer Service Problems Are Yours Too, with Amazon actively going after high-end brands, they are the Tony Soprano of retail.

This raises the specter of Amazon learning even more about what attracts people to those...

This seems to be a bit of a tempest in a teapot. Like when I use the Starbucks app when convenient, but when traveling abroad where it is not, I still pay.

Let's admit it, this is a niche of a niche way to pay. It is interesting, and if...

Since my first book was entitled You Can Compete: Double Sales Without Discounting, I'm keenly aware of the subject. But what is the poor marketer to do? The only way to measure engagement, clicks, etc., and to show the CEO that the CMO knows what s/he is doing, is...

I'd be interested in knowing exactly the wording of this survey, like so many others. Seems to come out of nowhere as a high answer. For example, if they asked, "Would you rather have a discount or a session with a consultant/chef?" I imagine the answers would differ greatly,...

Those with jobs would doubtful make up much of that 1/3 of shoppers between 10 pm and 4 am. And it is searches folks, not purchasing.

I join the chorus of considering the source before jumping to conclusions—online is still just 10% of retail, despite what the PR machines continue...

The devil is in the details. What happens when the customer orders her latte "extra hot" and it arrives 5 minutes late? Do they make it over? Make it only when the customer is standing there? And how does it feel to have preferential treatment for those with a...

It's called Thanksgiving, not Thanksgetting. This trend is not a good one for retail—no matter how many jump on the band wagon

It feeds into everything shoppers say they hate about how commercial things are becoming.

...

Right guy to be leading the charge.

As I wrote in my post, "Can You Pay a Living Wage to Your Retail Employees?" the market is changing. You'll pay the money somewhere else in the form of discounts or promotions so why not give it to the person most...

Fish rots from the top down. Empowered, trained and valued employees empower and value others.

I would suggest anyone dealing with the public, from auto mechanics to grocery cashiers to the guy at the Qwikie Mart can get frustrated—we all can. When looking for answers, c-level execs and owners,¯look in...

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