Kevin Graff

Ian's comments above are absolutely correct. There's a gap between perception and reality in most stores (and all businesses). Ask retailers if they provide good service and everyone says they do. But, ask customers if they always get good service and they say rarely. Someone's lying!

The reason we,...

While I can't speak specifically to Wegmans and their own situation, I can share the success that grocers like Longo's has had with their move into the city-centre of Toronto. Long known as a full line grocer, they've opened stores in the 'heart' of the city. One third the...

While there's nothing really new or groundbreaking in this 'slingshotting' approach (gotta luv the name though), it's a valid approach.

In a world of free shipping and free returns, retailers need to do whatever it takes to make the customer happy. The only instruction to the front line staff...

I can hardly wait to see the penny go! I'm from Canada, and I might even host a 'the penny is dead' party. My couch cushions will be safer. The coin 'holder' in my car might actually become usable. And, best of all, retailers and consumers can get on...

Hallelujah. Finally, some sage advice that flies in the face of the continual online/mobile chants that the media sings daily.

Better pay rates attract and retain better staff. Proper floor coverage with properly trained and engaged staff actually provides the shopping experience that justifies the existence of the store....

In many respects, returns are just the reality of retail during the holidays. Yes, as pointed out above, liberal return policies are important to drive the business, and better trained staff would help reduce some returns.

But, let's look forward. If you know a lot of customers will be...

I don't 'get' these groups either. Nothing better to do with their time? Wouldn't the time and energy be better served doing the 'good' they are so capable of?

As to the question of what I would do if my retail company was targeted by this group? Probably the...

If we have a problem with "emotionally manipulative" ads, then I guess we should pull all beer commercials, car ads and pretty much everything else too. The best marketing, advertising and selling works to create emotional links between products and ideas with the customer. What else are we to...

Recently I spent a day shopping stores in NY, and was surprised at how the volume of music was way up (not offensively so) in every store ... even a Scholar's Choice. While I'm a little old to be shopping for myself in a Top Shop, and didn't really...

Authenticity. Trust. Transparency. Credibility. These (and many other) words often describe the best performing retailers today. Rushing out Christmas displays and promos in October does nothing to build credibility or trust. It's just annoying and desperate looking.

Consumers are smarter than ever ... retailers need to keep up.