Consumer experience is brick-and-mortar’s secret weapon

The Retail Doctor has a big hug of encouragement for grocery retailers, but he delivers it with a big face slap to re-invent customer service or risk becoming irrelevant. Bob Phibbs, the U.S.-based retail consultant, encouraged attendees at Grocery Showcase West in Vancouver on Sunday to worry less about the disruptive explosion in e-tailing and […]

The Retail Doctor has a big hug of encouragement for grocery retailers, but he delivers it with a big face slap to re-invent customer service or risk becoming irrelevant.

Bob Phibbs

Bob Phibbs, the U.S.-based retail consultant, encouraged attendees at Grocery Showcase West in Vancouver on Sunday to worry less about the disruptive explosion in e-tailing and to focus more on the personal customer experience to stay relevant.

“People buy people first,” Phibbs told a crowd of several hundred at the event. For all the buzz over the rise of Amazon, it’s still only 1% of sales and 85% of retails in general will still take place in physical stores in 2025, he forecast.

“You are not going to be able to compete on price. The only thing retailers are going to be able to compete on is experience,” he said.

Phibb encouraged attendees to actively engage millennials, a consumer segment that expects to be constantly given a reason to maintain any connection with retailers or brands.

The best way to sell your products, he stressed, is to concentrate less on the product and more on overcoming customer indifference.

Brands Articles

Rogers forms Elevate to offer creative agency services

Company plans a data-centric approach to differentiate from competitors

Uniqlo dips its toes in Canada’s cutthroat retail sector

Japanese apparel retailer hopes its appeal-to-all business model appeals to Canadians

Former Bensimon Byrne director strikes out on his own

Hadi Teherany opens Adelaide Park to help connect sports stars with brands

Tim Hortons pays it forward

Coffee chain giving away 10,000 free coffees in 10 days

Manchu Wok contest aims for ‘share of mouth’

Wok of Fortune promotion sees higher participation levels in its second year

LG Canada partners with celebrity chef Chuck Hughes

Appliances maker hopes to inspire Canadians to cook like a chef at home

Tangerine releases followup to ‘Hard Work’ brand anthem

Online bank takes a more product-focused approach with new spot

BlackBerry to cease smartphone production

Company will license technology and brand to third parties following financial losses