CSD: Convenience Concerns

June 4 2009 No Commented
FROM RETAILWIRE:
On a recent visit to his local c-store, the author encountered a sign that read, “No Cell Phones in Line.” The store owner had insisted that “the customers always come first,” but the sign seemed incongruous with that message. What do you think about the convenience store owner’s move to ban cell phone use in the checkout line?
MY COMMENTARY:
Another alternative would be to offer a cell-phone line (assuming you had a second register). This gives customers (both cell phone and non-cell phone users) an option and they can self-select without needing to be admonished.Absent a second line, the owner can create the customer experience he is seeking but needs to do so in a way that both educates and respects his customers. People don’t like be told “no.” Therefore, the “why” and “how” need to be communicated appropriately.
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Consumers Give Lower Marks for Online Service

June 4 2009 No Commented
FROM RETAILWIRE:
The level of satisfaction that consumers have with the online retail experience dropped roughly three percent over the past year, according to the Top 100 Online Retail Satisfaction Index by ForeSee Results. How would you evaluate the state of customer service in e-tail operations today versus last year?
MY COMMENTARY:
No doubt the economy has an effect. However, the fact that Amazon and Netflix continue to lead the pack with respectable satisfaction numbers, and that 16 of the Internet providers had positive score increases underscores that this can be done with the right formula. Internet retailers should be benchmarking the two leaders as well as reviewing the efforts of Kohl’s and Costco for insights on how to improve their online shopper experience.Success does in fact, leave clues. The challenge is to find these success factors, adapt to your situation, and adopt. The most compelling data, apart from the satisfaction scores, is that highly satisfied shoppers when compared to dissatisfied shoppers are 71% more likely to purchase online than the latter, and 72% more likely to recommend the website. These statistics underscore the need to get it right.
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1994: Commonwealth of Pennsylvania v. Russell Stover

May 24 2009 No Commented

Analysis and report for the State Attorney General’s Office of the threat to competition posed by Russell Stover’s purchase of Whitman Chocolates. Report delivered.

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“The Future of the Deli.” Richard Mitchell, Meat & Deli Retailer, May 2009.

May 21 2009 No Commented
  • “Delis are the perfect outlet to serve time-starved customers who are also looking for an economical meal.”
  • “People who used to visit restaurants still want delicious food that they don’t have to cook themselves.”
  • “To position delis as dinner destination retailers need to create displays that contain various meal elements including entrees, side dishes and desserts.”
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“Oh My Goodness, This Isn’t a Wawa.” Lee Procida, Atlantic City Press, April 19, 2009

May 11 2009 No Commented
  • “I think if you look at the whole concept of Wawa, they thought they’d be the alternative to the supermarket, the appeal being convenient access to household necessities.”
  • “The company also prides itself on quality control, which is partly why it has chosen to close some older buildings – what he called “legacy stores” – to consolidate resources and make room for expanded facilities.”
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“How Wawa Became a Success.” Anthony R. Wood, Philadelphia Inquirer, April 16, 2009.

May 10 2009 No Commented
  • “What they do particularly well is that they are very customer-focused.  People are time starved.”
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