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The battle for drugstore consumers is really heating up, as various chains add new and innovative services and products to …
TidBit: LabCorp Deal Brings Blood Testing to Walgreens’ Pharmacies
30 Friday Nov 2018
Category Archives: Chapter 18: Customer Service
Why Walmart Shoppers Are Finding More Items ‘Out of Stock’
31 Wednesday Oct 2018
When Walmart bought Jet.com, it was clear that its ecommerce operations would change. In the latest shift, it has redefined …
The Prime Effect: How Amazon’s Two-Day Shipping Is Disrupting Retail
22 Monday Oct 2018
In a sense, retailing has become an arms race, in which enhanced services are the weapons of mass customer satisfaction. …
What Would It Take to Overthrow King Publix?
11 Thursday Oct 2018
For Floridians, Publix is a household name. The grocery chain started in 1940 in the state, evoking loyalty and devotion …
Did Build-A-Bear Destroy Its Brand with a Successful Promotion?
09 Tuesday Oct 2018
A successful retail promotion gets people in the door, ready and willing to spend money. But success also implies that …
Amazon’s Cashierless “Go” Convenience Store Set to Open
14 Wednesday Mar 2018
Although they are just single-store tests at the moment, the efforts by Amazon and Starbucks to eliminate cash from any …
Robots Are Not the Answer to Store Challenges
12 Monday Mar 2018
Posted in Chapter 18: Customer Service
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Lots of commentators have issued predictions about how robots are the future of retailing. The descriptions suggest a futuristic retail …
Can Fitness Classes Wake Up Retail Store Traffic?
04 Friday Aug 2017
Seeking to take advantage of the growth in activewear sales, Saks Fifth Avenue’s flagship New York City location recently opened …
Can Nordstrom.com Compete on Experience Over Price?
05 Wednesday Jul 2017
Online retailers have spoiled consumers with low prices, free shipping, and fast delivery. With such benefits, traditional brick-and-mortar stores with …
Does Starbucks Need to Pick Up the Pace at the Drive-Thru?
13 Monday Feb 2017
Posted in Chapter 18: Customer Service
Despite all the ways that Starbucks exemplifies the effort to provide excellent customer service, even it struggles to keep customers …
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