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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

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...

As I have noted on previous posts I am not a fan of the customer loyalty concept as it relates to retail. Customers can be loyal to a number of entities—family, church, school, etc. Retailers need to be loyal to their customers. How? By consistently delivering on their promises.

Having...

As I have stated in previous posts, if traditional retailers could force Amazon to operate stores, this makes Amazon compete in an environment that is the supposed sweet spot for brick-and-mortar retailers.

In the meantime this potential move by Amazon should provide the stimulus for lagging conventional retailers to offer...

There does not appear to be any data to support the perception that sampling works best only in non-traditional grocers. The key to any sampling program is its presentation and execution. It's better not to sample than to do it poorly. Many traditional grocers still view sampling as a...

Absolutely. Walmart's biggest competitive threat is Amazon. As noted in my post yesterday, online food shopping will continue to grow and Walmart needs to be a major player in this venue. Keep in mind that Amazon has tested over 20 online purchase delivery options.

This fits into Walmart's strategy of...

Absolutely. One only needs to look across the Atlantic and see the meteoric growth in online shopping. The number of Europeans ordering groceries online has grown 60 percent in the past five years. Britain leads the way with 22 percent of its population ordering groceries online.

The biggest opportunity continues...

I believe the article captured the primary reasons, namely, the failure of management to take action. We don't have an employee crisis when it comes to delighting customers. Instead, we have a management crisis.

My approach to employees is FIRE them up:

FIND the right people. Actively recruit for attitude as...

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