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Also from Richard J. George, Ph.D....

Braintrust Resource

Dr. Richard J. George - Saint Joseph's University
Super Center Food Shopping: What is This Thing Called Service?
(PDF)

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[Image of: Richard J. George, Ph.D.]

Richard J. George, Ph.D.

Professor of Food Marketing
Haub School of Business, Saint Joseph's University

These results are not surprising. In fact, they may underestimate the influence of digital on brick-and-mortar sales. Unfortunately this research does not include any traditional food retailers. The only retailers that have food as an option in this study are Target, Walgreens, and Walmart. However, the noted barriers to...

As noted this is a demanding generation. Recently, while speaking to an audience of parents of high school students, I was asked what's different about today's college students. I reflected and responded, "You are—the parents." As helicopter parents they have enabled this generation and contributed to the noted mentality...

Absolutely. Amazon recognizes that traditional brick-and-mortar retailers are moving to click-and-mortar. With click-and-collect options, the immediacy of sales fulfillment favors these retailers over Amazon and other pure-play online retailers.

Amazon continues to be the leader in the final mile component of online purchases. At any point in time, Amazon may...

As noted this is a huge opportunity. Ray Kroc of McDonald's once stated, "We lead our industry by following our customers." Today's consumers are looking for value, but not by the old definition of "quality divided by price." Instead their definition of value is "benefits received divided by burdens...

Absolutely. Unfortunately, price discounting has become the drug of choice for retailers. Why? Because it is the easiest tool in their promotional tool bag. Anyone can give product away. It takes brains to sell it.

As noted in the article, there are alternatives. The risk is that we have conditioned...

Free is always a huge consumer draw. Given Target's recent woes this may be the incentive for disenfranchised customers to give them another chance.

Regarding differentiation, first, this is an expense that needs to be covered either in the CGS or in reduced profit. This is particularly relevant for the...

If one accepts the results of this research at face value, it does appear to offer mutual benefits to customers and companies. We know Millennials prefer texting over live conversations. Therefore, these benefits will continue to grow in importance as this generation matures. One other noted benefit, chats via...

The concept of customer rewards beyond free or discounted merchandise is a very attractive option that is long overdue. The key is for retailers to identify what problems they would have permission to solve from their various target markets, in this case the Millennials. Once a list is identified...

Absolutely appealing to consumers and beneficial to retailers as well. Waiting for your custom-made Starbucks offering to be rung in, paid for and prepared are tasks that most people would like to avoid or minimize. Similarly, this pioneering move will have a positive impact on customers' use of mobile...

Yes. Customers are seeking maximum flexibility in convenience and service and these options address these longstanding customer compromises. In Europe click-and-collect is ahead of the U.S. An additional noted benefit is the traffic generation for retail pickup locations, benefiting both retailers and customers.

Click-and-collect has the potential to reduce the...

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