As a retail consultant, one of the most universal concerns major brands and franchisors ask me is, "How can I get franchisees (or dealers) to use the tools we provide for them?" As a former COO and CMO, I feel your compliance pain. You know what they need to do, but like an independent teenager, they do what they want, even though you can see their path is hard. You want the best for them. It's natural to want just to tell them, but you could alienate them. I know. I did that with a few franchisees ..read more

I enjoyed being immersed in IBM’s Watsonx at the National Retail Federation’s Big Show last month. The crux of what IBM Watsonx is all about is keeping the humanness of this new kind of smart computer technology called generative AI. My colleague Neil Saunders said, “The challenge [with AI in retail] lies in finding the use cases that will actually be revolutionary and separating it from those that are mere flights of fantasy. In many cases, retail remains a very human-centric business and that should not be forgotten.” The important distinction is knowing the difference between artificial ..read more

Discover the exciting future of retail as we delve into the latest trends and innovations that will shape the industry in 2024, as seen at the National Retail Federation (NRF) Big Show in Manhattan last week.  ..read more

Managers, have you ever shown an employee a training video or document and considered them “trained”? As convenient as this passive approach may seem, it limits performance and sales potential.  Why? Because the brain simply doesn’t learn that way.  Failure is the only way the brain truly learns.  Let me tell you a story that reveals why ..read more

As a retail shop owner or manager, it's crucial to understand that the success of any training program is not just about the content but also hinges on effective implementation and staff engagement. As retail experts, we understand that training is more than a schedule; it's a pathway to higher sales and better customer experiences. This blog will explore how retail managers and owners can adeptly apply change management within their training programs, ensuring they resonate with every team member and lead to tangible improvements in in-store performance ..read more

You have undoubtedly heard me speak, read my books, blogs, tweets, and FB fan posts, or been part of the Bob Phibbs Experience. One unifying part of all of that communication to you is that we need to earn trust before we can get a customer to buy something from us ..read more

2023 was a year of unexpected twists and turns for the retail industry. From marketing blunders to economic surprises, the year offered a wealth of lessons and insights ..read more

The art of selling is deeply intertwined with the art of human connection. As a retail speaker and trainer with over 30 years of experience, I've seen firsthand how the most memorable shopping experiences are those that spark a sense of joy and connection between the customer and the retailer ..read more

Since the pandemic, retail manager and associate roles have significantly evolved. Gone are the days when favorable weather or well-stocked shelves guaranteed success. Today's retail consumer demands a proactive approach to leadership and a keen understanding of customer engagement. Here are some of the challenges retail managers and associates face and strategies to overcome them, ensuring your retail success even in slower times ..read more

Despite economic uncertainty and inflation concerns, the 2023 holiday shopping season is shaping up to be a big one for retailers. As a veteran retail expert, I predict this will likely be the best retail holiday in a generation. Shoppers are still spending at high levels, continuing the momentum we’ve seen over the past year. While some categories, like furniture, have cooled a bit, retail is holding up very well overall. Consumers still have money left in their wallets to spend, even factoring in elevated inflation. This is backed up by foot traffic data showing visits to malls and retail c ..read more