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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

No doubt that robots will take away some jobs. But this generation of robots won't replace the connection the customer needs to have with a live person for true help. When a customer is taken to the item in the store by a robot, the robot can't communicate and...

Business is business. While I don't agree with the practice, assuming it is true, unless Amazon is doing something illegal, we live with it. The retailer has a choice as to whether they do business with Amazon or not. If they are against Amazon's practice, then don't do business...

It's simple. If enough customers are asking to pay via Apple Pay, the retailer better strongly consider it. Don't fight it or you'll be playing catch up with your competition who won over your customers because they were willing to accept the payment via the latest and accepted technology.

Case...

I believe the retailers have educated/trained the consumer to wait for the holiday deals. If a retailer is going to compete on price, the consumer will be loyal as long as the price stays low. The way around this is to offer value. Promise easy returns. Create a positive...

Publishers have to be careful not to alienate the retailers who sell their books. Selling direct to the consumer jumps over the retailer. However, if they are just selling the e-book, I don't see a problem. Selling hard copies might be able to be done through an agreement with...

I can't predict Target's success for the upcoming holiday season. They do a great job of creating brand awareness. More and more people are shopping online. It is definitely more convenient. It will be interesting to see how online impacts on-premise.

The concept of free shipping is a great way...

Millennial consumers want to be wanted/needed and feel included. They like one-to-one experiences. Get a Millennial to join a program that makes them feel rewarded for their business and loyalty, and you've hit the wanted and included needs. If the consumer feels there is value to the offer of...

It wasn't that many years ago when I would peruse numerous catalogs before making a decision to purchase something. (Okay, it was that many years ago!) I see the online research as my catalog browsing on steroids. What I like about the concept of online research is that the...

I think the only thing that makes this store special to the Target system is that it isn't a standalone building. The area that they are putting the store in is a great location with lots of potential business from the consumers who live in the area. The demographic...

It's all about customer convenience. If customers find it a convenient and cost-effective option, it may work. Still, if security isn't an issue, how much more will it cost to have it delivered to a home or office. That seems to be the most convenient.

...

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