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What is the Strongest Memory?

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When you think about customer service and the retail experience, what are your memories?  I would venture to guess that in ninety percent of all of your retail interactions the customer service you received didn’t make an impression on you.  Think about it, when you are outside the house you may participate in several, if […]

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Do You Hear What I Hear? [Part 3]

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We are in the middle of a set of posts that talk about how listening can help a retailer stay competitive in today’s market place.  I think that there are three distinct groups that we need to listen to.  The first is the customer.  We need to try to learn what they want from us. […]

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Do You Hear What I Hear? [Part 4]

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Over the last few posts we’ve been exploring the idea of being competitive in today’s retail market.  One of the ways be being competitive is to create or introduce new products and services to help your customers.  So the question became – where do we get the ideas we need to stay competitive?  I’ve suggested […]

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Do You Hear What I Hear? [Part 1]

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In my last post I wrote about how “compete is a verb” is one of my favorite business sayings.  The bottom line is that if you are not competing every day your business is going to be left behind. So how do we find out what we need to do to stay competitive?  My answer […]

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Are You on the Trust Platform?

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In my last blog I wrote about the sharing community – how technology is allowing us to share or borrow under-utilized things (cars, bedrooms, lawnmowers, etc) through sites such as Uber and Airbnb.  My point was that technology, rather than isolating us as we become more and more involved with our computers and smartphones, is […]

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The Smart Phone: Friend or Foe

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Over the last two weeks I’ve posted thoughts about how the smart phone is creating a revolution in retail transactions and ways that the smart phone can be used to provide more convenience to the customer.  Although it is still too early to tell what the industry standard will be for both of these uses, […]

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The Smart Phone: Speed of Service

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We are in the middle of a series of posts on how smart phones may affect your business.  My last blog was about mobile payment systems. The next one will be about showrooming.  This one is how we can use smart phones to speed up customer service in regards to food service. You’ve been in […]

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The Smart Phone as Mobile Wallet

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Over the next few blogs I’d like to share some thoughts on smart phones and how they may affect the convenience industry.  This isn’t going to be about social media and the advantages/disadvantages of getting your message out to phone holders or the need to engage with them on Facebook, Twitter, or the dozens of […]

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Teamwork or Superstar?

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I must admit that I’m not much of a professional basketball fan.  But, being a native Texan, I couldn’t ignore the NBA finals between the San Antonio Spurs and the Miami Heat.  As I’m sure you know, San Antonio won the series four games to one. The recent contest has created a great sports metaphor […]