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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

Depending on the selection and training of the greeters and hosts, it could have a positive impact on the shopping experience. Ironically, the first greeters at Walmart were originally charged with reducing shrink out the front door. Back in Sam's day, greeters were friendly and engaging. As time passed...

I think it makes good sense for Whole Foods. First, we know the trend nation-wide is for smaller store footprints for a variety of reasons: aging Baby Boomers, online competition, urban market opportunities, etc. Second, this initiative allows Whole Foods to be more community-focused. Third, the concept of non-competing...

The key to airline use is the simplicity and resulting time savings. Only a handful of screens need to be negotiated to check in, check bags, change seats, print boarding passes, etc. Contrast this to grocery self-checkout. In self-checkout the customer still needs to scan items and place them...

The numbers speak for themselves. The knock against Amazon was that its model was not profitable or sustainable. Quite the contrary. The company's continuing innovation, its customer intimacy and logistics system are without compare in either the online or the brick-and-mortar spaces.

Some things we know about digital media and...

The biggest benefit is simply in the communications, namely, that J.Crew cares enough for the CEO to reach out to them. However, the Drexler email is still basically a sales pitch, which refers to the "best quality, design, service and prices" available from J.Crew.

He does encourage customer feedback which...

For some customers this option will be very important and should provide a point of difference at least temporarily, resulting in some store switching. In particular, some key customers for this service would include women, mothers with small children, the elderly and others to whom curbside service would be...

I'm not convinced that retailer efforts are really focused on creating wow experiences. However, I agree that many of the pain points in the shopping process are ignored. While focusing on what delights customers is important, an equal amount of attention needs to be given to the many disappointments...

I believe so. This move reinforces Target's strategy in grocery to be more health and wellness focused. Target perceives wellness as a journey about choices. It plans to help its guests through this journey by providing the right products and selections. Wellness for Target is not a category. It...

Always avoid a price war unless you have a sustainable competitive cost advantage. Conventional grocers need to get out of the black hole, big middle. No need to be Aldi- or Lidl-like, nor Wegmans- and Publix-like. Instead, decide what your strengths are relative to your competitive array and develop...

I do. The key is to develop separate standalone banners that are positioned against a particular target customer and competitor. Each banner/format can specifically speak to the needs of its selected market without confusing or diluting what the flagship Kroger format means.

Both Aldi and Lidl are terrific value retailers....

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