Richard J. George, Ph.D.

Only if they can do it flawlessly. While I support additional use of technology and social media to engage customers and to create additional customer intimacy, the concept of direct-to-consumer raises several issues for CPG firms, including managing the transaction, fulfillment, customer complaints, etc. In effect, all of the...

If food retailers expect to engage in omni-channel distribution, the question should be not will they launch bona fide online operations, but when. In my opinion, food retailers with an omni-channel presence will present a challenge to those like Amazon, offering single channel access to food shopping. So much...

I am not convinced the self-serve is by choice. Much of it is a default mechanism to deal with non-friendly, non-engaging, inefficient service that unfortunately exists in many retail environments. People enjoy interacting in Starbucks or in Disney World where the staff are educated to respect and dignify the...

Seattle has been a 5 year test market and indications are that Amazon has garnered a 5% SOM and is making a profit. The advantage of Amazon over other online food retailers is the ability to deliver high margin items like electronics at the same time.

Speed, convenience and price...

Yes. This action is consistent with Starbucks positioning as filling more than bodies; filling souls. It also reinforces its commitment to the well being of its customers and staff.

Yes. Most Americans don't smoke and do not relish passing through the gray zone, created by the smoking minority, on their...

It's not about smiles. It's about solving your customers' problems better than anyone else. Certainly smiles are an added bonus but do not take the place of the failure to delight your customers. In order to delight the customer, two things need to happen: first, a pleasant, respectable interaction...

Absolutely. However, the key for real usage of any of these continuity of purchase programs is to uniquely solve customer problems beyond simply providing price discounts. People will migrate to the platform that serves them the best. Solve customer problems and they will become your advocates, regardless of whether...

While not a fan of new or increased taxes or the cumbersome reporting mechanism that will accompany them, the playing field needs to be leveled. I am not convinced that customers will defect as suggested. Those online sellers who continue to make it easy and convenient, and engage in...

Sears may not realize it but this program could be a harbinger for a new model of doing business based on the Circular Economy.

If Sears and other producers of household and other products move to a "service-and-flow" business model, this would change the current paradigm of produce-consume-dispose. The business...

Disruptive in today's environment will be more effective than incrementalism. Paradigms are shifting quickly, forcing everyone back to zero. The key is to stay close to the customer and communicate/market to them in their space. What worked yesterday may not work today. Look back and learn. Look ahead and...