Results Count ... everything else is conversation.

Ignore the “social telephone” at your own peril

If you aren’t responding back your silence is deafening 

The old adage states that if you have a positive experience you’ll tell a friend, but if you have a negative experience, you’ll tell the neighborhood.  In today’s world of social media, customers are broadcasting their complaints to the world.  Yet research shows that 70% of companies ignore complaints on Twitter.  Few would ignore a telephone call complaint.  Can you afford to ignore today’s “social telephone”?

Could Xfinity be a nail in Best Buy’s coffin?

New service models could pose threat to Geek Squad 

Traditional retail store chains are under siege.  Amazon and e-tailers are rapidly siphoning off core customers through very competitive prices and free shipping.  Specialty CE retailers, like Best Buy and Dixons in the UK, have turned to services to enhance their market basket profitability, and increase loyalty.  But, the Geek Squad is no longer the only game in town.  Digital providers that pipe in your TV and internet into your home are now competing to be your digital plumber.

The Wacky world of retailing … just got crazier!

Amazing headlines … you just can’t make this stuff up!

I’ve commented many times that what makes retail so interesting is the rapid change.  And, the pace of change is only accelerating for retailers and consumer product manufacturers.  Recent headlines indicate that the status quo is not only being challenged, but new rules for retailing consumer products are being written.  To illustrate, here are perspectives on three amazing headlines from this past week.

Steve Jobs left a legacy in retail … and a cloud

 Steve Jobs "Apple-tized" the retail experience

Jobs greatest genius was not the hardware or design 

There have already been many well deserved tributes to Steve Jobs this week.  Most have highlighted his innovation by focusing on his genius for hardware design.  As a PC guy for two decades, it was the ultimate irony and tribute that I was reading about Steve Job’s passing on my new iPad.  Some of the Apple faithful are grumbling about the new iPhone.  But, Jobs real genius was that he didn’t “retail” Apple products … he “Apple-tized” both retail and consumer experience.