Ideas. Conversations. Publications.
The Customer is Still Always Right.
Published in Retail Insider, August 31, 2022
It is believed that Harry Gordon Selfridge popularized the phrase “the customer is always right” in the early 1900s and the motto was thereafter endorsed by countless retailers. But has this deeply entrenched custom finally reached its limits? Frederic Dimanche, Ph.D, TMU and I reflect on this ambiguous statement (after all, the customer is not always right) in a post-pandemic world. Read more.
Our Changed World
Published by The Review - Flamborough, February 23, 2022
Is there more to the retail story than the sight of couriers and delivery trucks? Frederic Dimanche, Ph.D. TMU and I contemplate how COVID-19 has changed our community, Canada and the world, and forever altered the future. Read more.
A Positive Employee Experience is Good for Retailers’ Bottom Line.
Published in Retail Insider, November 21, 2021
Richard Branson was famously quoted as saying, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” If retailers want to satisfy their clients and deliver on customer experience, they must put more value on employees to (1) retain them and narrow the labor gap and (2) increase satisfaction for customers. Read more.
The Nasty Logistics of Returning your Too Small-Pants.
Published in The Atlantic, October 7, 2021
When Zappos persuaded millions to buy shoes online by offering free shipping and free returns, it helped shape how people understood online shopping to work. This change in consumer attitudes coupled with the rise of online commerce is an existential threat not only for retailers but also for the planet. Read more.
Retailers in Canada Compete for Skilled Talent.
Published in Retail Insider, April 1 2021
"Leaders must commit to use some of their profits to invest on their most important assets: the customer facing associates who generate revenues every day." In this article, we highlight our concerns about talent management and service excellence. Read more.
The Future of Retail in Canada.
Published in Retail Insider, January 18 2021
We discuss the balance of physical and digital, and how important the people are to achieve success in the retail industry. Read more.
Why Commission-Based Compensation is Wrong in Luxury Retail.
Published in Retail Insider, January 18 2021
Commissions are not the appropriate form of remuneration for advisors in luxury environments. Find out why.
“Women in Retail” Panel Discussion
Tue, Oct 20, 2020 at 9:00 AM EST.
I am honoured to moderate this webinar hosted by the David Sobey Centre For Innovation in Retailing & Services. I will be talking to four exceptional women in retail who will share lessons learnt, challenges overcome and tips for the retail leaders of tomorrow. Register here.
Customer Experience Will Help Retailers Overcome Financial Hit from COVID-19.
Published in The Conversation, June 22 2020.
Toronto Metropolitan University Professor Frédéric Dimanche and I share strategic tips to help retailers through the pandemic. Read more.
The Future of Retail: What 2020 and Beyond will bring to the Industry
July 2020
This interview with The Retail Prophet is a must read for all retailers who cannot see the light at the end of the tunnel. Luckily, there is a future for retailers and it’s full of opportunity and discovery. However, it requires challenging the status quo and embracing the unknown and the unstable. Read more.
Avoid Making This Strategic Mistake in a Recession
June 2020
As we navigate one of the worst economic crisis since the Great Depression, many retailers might feel the urge to change their overall strategy. However, before doing so, may I suggest reading this insightful article by Mike Greiner and Scott Julian. Read more.
How Beauty Retailers are rethinking Product Engagement
May 2020
The beauty industry is coming up with innovative ways to stay relevant in an extremely tactile environment while maintaining safety for all. I like how they are thinking! Read more.