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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'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.

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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...

How many hoops do customers want to jump through to save a buck? I doubt more than one.

Having been the first to detail why Groupon is the worst marketing for a small business four years ago  I don't see this as a game-changer. If anything it attracts the...

The words overkill come to mind. Why all of these features have to live in multiple apps seems to go counter to what I see with friends who are culling their list of apps, not looking to add more.

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So how does this fly in the race to provide online groceries? People are feeling better about themselves and shopping to upgrade their lives and experiences. The more grocers concentrate on that, the better they will differentiate from the dirt-scratchers focused on price.

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Negative attitudes have myriad reasons. As the boss you can try to mitigate them but at some point, you have to move on. I'm still surprised that my Should You Fire This Employee Quiz still has over 50 percent of bosses never having even given a warning.

As the...

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