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Gene Detroyer

Professor
Independent

I have reported in the past that at my nearby Home Depot customers will choose the self-service checkout even when there are up to four manned checkouts with no one in line. I have even seen customers wait for the self-service when manned checkouts were available. And I assure...

Laura Davis-Taylor sees the inside game. "It shows they care ... about you ... as an individual."

I would qualify the definition of the "random" freebies. If it is totally random, I do not believe it has any value. But if it is in recognition of a customer, it has...

I have been reading how manufacturing is coming back to the U.S. for the last 3 years. But it is never going to be a full blown trend. Once upon a time, off-shoring was all about cost. While it continues to have a cost component, it is also about...

We must be careful here. As Mark and Marge point out, the person needed to handle this data is not just a data person. Maybe not even a data person. We are educated to analyze, but handling big data by analysis will just get you bogged down in the...

Nice pick George. I agree. The incremental cost of that free coffee is minimal. The response and loyalty and word of mouth by the customers is, as they say, PRICELESS.

There is an excellent book by Gordon Bethune, From Worst to First, about the turnaround at Continental Airlines. It is...

This is a huge opportunity and a no-brainer. Other than the product base, there will be nothing unique about B2B versus B2C.

That doesn't even take into consideration Amazon's ability to accumulate data for companies that want to control spending. I see almost no limitations to what comes out of...

In the end this will be the customer's decision. It is pure hubris for a retailer to think otherwise. If you want your system to win, you make a better system. By denying the competition, you are denying the customer and you will lose in the long run!

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What does convergence need? It needs a continuing change in mindset. The retailer must understand that in future commerce the store will be the tail, not the dog. Once that light bulb goes on, everything changes.

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I saw the headline and could not help thinking of those futuristic graphics of cities with all kinds of things flying around.

I don't think cost is an issue. From a cost point of view, the cost will be the cost, good or bad. But I can't keep that vision...

I am sure it will work for some people, but if I got this for my wife I would be disowned for Father's Day.

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