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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

I foresee a day when wedding rings are available for rent.

Millennials do not have the means to buy what they want which is why they are so important to the thrift store. Windows are important as they give those Millennial shoppers the ability to snap pics and share what they...

Tracking by an in-store camera is very different than having access to a customers contacts, social posts and potential banking information - all specific to them.

Data security is THE store of 2014 for retailers and all the breathless embrace of smartphone tracking by retailers is clearly not embraced by...

Wrong question. If 70% of customers are walking out without buying anything, GAP has no compelling products. I read one time that a customer goes into at most 3 shops in an average visit to a mall. That means they are 30% inclined to buy.

if your store staff can't...

In all deference to Al, I have worked in retail since the mid-70s; during that time retail has never paid a living wage. If you wanted that, you had to be on commission or some type of bonus plan.

Employee discounts have always been a perk if you wanted to...

It is tough to differentiate when there is a central place to eat. Many malls put the food courts at the top level to encourage shoppers to visit. Reality in 2014 is I'd rather grab a power bar than be forced IKEA-like to go somewhere I don't want to...

I do not believe this is harder. While I have one client who is still at the top of TripAdvisor in Orange County, CA, it is the same sales system, customer service process I've taught to thousands of retailers.

The difference? Intention. There are a lot duties at retail, it's...

The answer to this headline is every employee. Either you are actively serving a customer, or serving someone who does.

Until retailers hire, instill and train their employees that each of them owns the customer experience, who gets a job title seems moot.

...

You can't have it both ways - you want to be the coffee shop - but you don't want them to hang out there like several stories have shown.

Franchisees are already complaining of menu creep, which is affecting operations. Who the heck is McDonald's in 2014? If this initiative...

You can spend your whole day looking at what the other guy is doing. You can manipulate prices to seem like EDLP. You can spend big bucks on big data telling you what customers did in your store.

But if you want to compete grocers, it is still about the...

These are good ideas for helping a new manager be successful. As I wrote in What To Train A Retail Manager, the important skill is that they are to make their crew's day. Not do inventory. Not do paperwork. The only way to juice sales is people...

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