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

The Source opens new experience-focused store

Redesigned location takes a page from best-in-class electronics retailers

Which sponsorship partnerships are tops with Canadians? (Survey)

Ipsos determines the emotional connection between consumers and sponsorships

No imports, please. We’re Canadian (Survey)

Ebates.ca finds 92% of Canadians make a point of buying homegrown products

How food manufacturers can grow the frozen meal category

Mintel report finds consumers looking for fewer preservatives and artificial ingredients

Why Walmart thinks shoppers will buy into grocery pickup

Simon Rodrigue on how the retailer is trying to win time-strapped consumers

OPSEU campaign warns of drunk grocery shoppers

Public awareness campaign stems from concern around social safeguards

Pinterest moves into ecommerce with Buyable Pins

Shopping from the social service comes from partnership with Shopify

Mondelez introduces a skinnier, more ‘sophisticated’ Oreo

New cookies weren't designed to be twisted open or dunked, says company

Toronto waterfront neighbourhood gets a creative rebrand

Raw Design invites young creative Torontonians to herald City of Arts