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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

A customer who hugs you says they trust you.
An employee who hugs you says they want you.
This isn't political correctness, it is basic humanity: No one likes creepy.

Just like when I reach my hand out to shake yours means thank you. An employee who doesn't know me...

How can you make your retail store more like a drive-thru McDonald's is more like it. Drive up lanes to serve Millennial tech-enabled shoppers? One-third of them don't even have driver's licenses. It all sounds great but someone is paying for these services.

The complicated part is not getting customers...

Having made my name early-on against Starbucks and having succeeded, I think the tide has turned and it matters less to customers.

They still want convenience and a great cup of coffee. The so-called "third wave" of former Starbucks baristas is still valid but the "stealth" nature is more...

Anything one can do to deal with scheduling is good. It isn't about bodies though but capabilities in who covers the shift. I do think it is a bit much to conclude that scheduling could increase "in-store sales conversion rate to 11 percent from about 4 percent prior" with...

Let me get this right, Sears is giving advice on how to be successful in retail ...

And Sears is trying to act the good guy when last month I read Sears Canada would be closing over 100 Stores, laying off 5,457 workers ...

This seems like a fairly transparent...

I think the rash of store closings in Canada including Target and Maxx and Sony should give anyone looking to expand in Canada—whether homegrown or from the U.S.—cause for concern. Sure there were execution issues but I don't believe it's due to them all being online.

I have to believe...

Sorry, I didn't read a drop in retail sales. According to the WSJ here yesterday, "Retail spending excluding gasoline purchases rose 5.3% in December from a year earlier, far stronger than the annual gain of 4.1% in December 2013. That was in line with retailers' reports of a...

And how do friend and family recommendations usually start? "I had a great experience at X! They were so helpful and Y did a great job." I would tend to disagree with the comment that they are "even more critical than great sales clerks."

I have to wonder how much...

How does a robot multitask like a human being helping multiple users at a time? How much do we gain from making a store into a warehouse with robots—where even employees are treated like nothing more than order-fulfillment devices? While several retailers appear to think this is the future—and...

I think part of the problem has to be the same as teen retailers—they know they can buy something cheaper just the same somewhere else. With the advent of sharing toys and thrift stores, and the advent of the "shut up toy" in the aisle of every supermarket, convenience...

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