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

H&R Block focuses on expertise in new campaign

The brand replaces its long-running "Tax Pain" platform with new creative

The Hot Plate rebrands as THP

Toronto shop looks to expand beyond its origins as a food-marketing agency

Tennis Canada serves up a new brand and national campaign

Multi-media campaign from Revolution urges Canadians to "Live the Moment"

Loblaw eyes Target locations as it more than doubles Q4 profit

Grocery and pharmacy chain earns $247 million for the 13-week period ending Jan. 3

New Smarties box encourages consumer to count calories

New packaging allows consumers to parcel out the candies into healthier portions

Buick makes a comeback as it courts younger customers

"That's not a Buick" tagline and campaign is changing the way people view the brand

Taco Bell Canada keeps rewarding the social savvy

Campaign raises awareness of the Doritos Cheesy Gordita Crunch arrival in Canada

Millennial employees aren’t really that different

Despite the stereotype, this cohort wants what their parents wanted

What effect did Canada have on Target’s bottom line?

A 4Q loss on Canada pullout, but U.S. shows sales gain