“A very real opportunity presents itself to supermarket managers who want to improve the customer service experience for baby boomers.” “Cosmetic changes are not enough.  Nor will a ‘one size fits all’ approach work.” “Supermarkets need to understand the specific needs of baby boomers and then develop their unique approach to customer service.”

“The middle of the road is no place for independent grocers trying to compete in a tough market.” “It is imperative that supermarkets get out of ‘no man’s land’ if they want to flourish and the key is to find a point of differentiation…discovering what makes them stand out and developing it from there.” “Retailers […]

by Richard George and John Stanton Raphel Publishing Atlantic City, NJ (1999)