Business in Action, 9th Ed.
Chapter 14: Customer Communication and Product Distribution
"Inspired by pandemic lessons that kept customers in cars, chains are adding more lanes and curbside pickup, improving apps and testing menu boards that use artificial intelligence.
"The staggering rate of store closures that has rocked the retail industry over the past couple of years is expected to continue in 2019, with roughly the same level of closures expected this year.
"Forget your own desires, and lead with the value you can provide.
"Customer service isn’t simply an expensive, time-consuming obligation.
"But the struggle doesn't end with finding available warehouse space.
"Buy online, pick-up in store is often heralded as the future of retail: Customers shopping on their own terms, as efficiently as possible.
"Losing clients can be a nightmare.
"Every small business owner wants repeat business.
Rachel Premack spends the day riding with Miguel Santiago.
Robert Wynne (photo, left) explains.
"The customer service mistake that nearly every business makes, over and over again, is to treat every customer the same.
"The businesses that are best loved by customers tend to be ones that make them feel smart, competent, in control.
"I’m starting to think we’ve hit "peak subscription box," declares Sarah Halzack (photo, left).
"Niceness wasn’t part of the equation.
"When Amazon first launched, it aimed to become nothing short of the world's largest bookstore.
Take a look at the infographic.
"Do you advertise on Facebook?
"Best Buy, Home Depot, Victoria's Secret, and a host of other retailers are discreetly tracking how often shoppers return purchases and, in some cases, punishing people who are suspected of abusing their return policies.
Cailey Rizzo reports at TravelandLeisure.
"Amazon Go is being called the grocery store of the future, where lines and cashiers don't exist.
Erika Morphy (photo, left) covers the topic at CMSWire.
"Things aren’t great if you’re a department store.
According to Scott Meacham (photo, left), "I can't think of a single entrepreneur I've worked with who ever intended to fail.