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 […]

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 […]

Typically, when asked about selecting a primary food retailer, customers tend to focus on non-customer service variables namely, cleanliness, quality, and price. However, whenever customers are asked “what improvements would you like to see in your primary grocery store?” the resounding reply is “better customer service.” However, the issue of what specifically constitutes better customer […]

“In addition to technology, consumers are faced with issues like food safety, sustainability, health, wellness, and the obesity crisis.” “How do we delight today’s customers?  Simple, solve their problems and make them feel good about themselves.” K-V-A-T (GH’s Independent Retailer of the Year) recognizes that while the customer, competition, and the environment continue to change, […]

“Speak to a manager or someone who is able to make decisions but don’t try to haggle during a busy time.” “In addtion, be pleasant, mention competitors’ prices, and most importantly, educate yourself by knowing what items cost before you walk in the door”

by Richard George and John Stanton Raphel Publishing Atlantic City, NJ (1997)