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

Metro pairs fashion with food

Grocer partners with fashion magazine Flare on food-focused marketing campaign

Activia kicks off campaign with world record attempt

Yogurt brand positions itself as a "lifestyle partner" through Rogers Media partnership

HBO Canada gives fans a chance to sit on the Iron Throne

Selection of Game of Thrones products available at Toronto pop-up shop

Frank & Oak push pop-up competition in the U.S.

Montreal-based retailer is giving consumers the power to pick temporary locations

How to create an engaging flyer

Expert Patrick Rodmell shares five best practices that apply to all retail sectors

What the Heinz-Kraft merger could mean for Canada

Experts say deal will likely lead to layoffs as the two companies find ways to share costs

N.L. college picks Target Marketing to steer branding

Campaign for College of the North Atlantic expected to launch this summer

Metro gets personal with latest digital play

Grocer offers personalized deals through mobile app and website

Schick debuts YouTube series in bid to reach young women

Branded content play marks the razor brand's first foray onto YouTube