Bob Phibbs

I believe Ron Johnson showed the merits of a fast approach.

The divide Ian names is accurate. I believe it is either $>humans or $>technology. I don't think it is an "and."

Employees are coming into the workforce with limited people skills, without training those soft skills, the quick answer is more technology. But more technology means more heads down when...

This is not a new problem. "Why can't they just speak English?" is the fodder for late-night comedians, politicians and shoppers. It stems I think from a fear someone is judging the other or saying things they figure the other person wouldn't like but are disguised by a different...

Worst. Makeover. Ever. Redux.

The JCP story, while mind-boggling in number of missteps and breadth is now legendary. Who can step in and alter what everyone else sees?

While I love a challenge, I have to ask if these recent missteps emanate from the CEO, the board or Ackerman and are...

I think it is a good thing. Millennials in particularly are smart at using liberal discounts and return policies. With social media and aggressive blogs searching out the hidden ways to get your way, it was only a matter of time.

Returns are still the dirty secret online retailers rarely...

Back in 1994 I convinced a Newport Beach hotel client to ban smoking on the property. Business went up. I can't imagine this is risky for Starbucks nearly 20 years later when a majority of locales ban smoking in public.

You wouldn't expect an employee to dig a ditch when all they came to work with was a knife would you?

The issue isn't what should be required by the employees—it is the lack of funding the retailer provides for training. The "soft skills" of building rapport have atrophied across...

Convenience is what Amazon continues to plow ahead with, which is smart. I heard a Millennial customer talking about how one site was "two extra clicks than Amazon." (I mean, really.)

Security concerns for Boomers might be an issue, but at least Amazon is moving away from low prices. This...

There are a lot of lonely people out there who eschew contact with others to begin with.

The two leading response indicators, to comparison shop and find offers, seem to be apples and oranges that they prefer to not talk to an employee. If that is all they wanted to...

Love your last line about lip-syncing. While some feel showrooming can't be proved and therefore isn't that much a factor, I think the breathless awe of all things mobile will be less likely to be proved due to your points above. And multiple logins from multiple devices doesn't sound...