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

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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

Absolutely. The hospitality industry has recognized the value of the front liner. The acronym I use for the people part of the customer delight process (versus the systems component) is FIRE them up. Find them, Involve them, Empower them and Reward them.

The involvement dimension includes creating the culture of...

This article has some great examples of how to address one of the top customer service attributes of shopping, namely speedy checkout. In terms of technology, the British food retailers are currently ahead of their American counterparts. Besides Asda, Morrisons has a very efficient and effective queuing system.

Don't forget...

How does an organization deal with continued bad press? One way is to shift the conversation. This program may be such an attempt to reengage with customers and develop a feel good and consumer-desired concept. On the other hand, this may be a bona fide strategic initiative to develop...

As noted in the article, I view much of this campaign as a defensive move against its breakfast competitors. At the same time, America's palate for better (i.e., stronger) coffees, a byproduct of the Starbucks influence, will continue to have an influence on the QSR and fast casual businesses.

I...

I am always troubled by the use of the term "customer loyalty." Individuals can be loyal to their country, family, church and alma mater. But loyalty to a retailer makes no sense to me. Instead retailers need to be loyal to their customers. How? By delivering on their promises...

It does two things: 1. Reinforces Walmart's low price claim that has been eroded by extreme value retailers, especially the dollar stores. 2. It collects insightful purchase data that allows it to further refine its value pricing & localized pricing strategies. Such insights should prove invaluable as Walmart develops...

In my opinion, there are three opportunities: make it easy to communicate; transparent; and timely. Consumers want to be heard and treated with respect. Take a look at your system for customer feedback. Is it limited to Google, Twitter or Facebook as the primary vehicle to learn of customer...

While it is difficult to argue with H&M's recent success via new store openings, the future will be omni-channel and delays may be costly.

The key to success going forward in the US and elsewhere is to not try to be all things to all people. Instead, build on assortments...

Employee engagement is critical as noted in the article. Over 20 years ago, Hal Rosenbluth wrote a book on this topic, "The Customer Comes Second." In my research I discovered that pay and benefits are not the number one motivating factor (although the absence of pay and benefits can...

These findings should not be a surprise; instead a wake up call for all retailers. People like to shop in fun, engaging environments and people like to be recognized and engaged, not sold. Ironically, these two maxims are not limited to Hispanic shoppers.

People like to shop. Take a look...

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