I’m passionate about product and service guarantees. Offering a satisfaction guarantee seems pretty basic to me, though many retailers do not embrace them. As you know, a guarantee is a promise or assurance that a company will stand behind the quality of the products it sells or the services it performs. Guarantees build trust and loyalty with consumers. In a sense, a guarantee is a company’s commitment to the wellbeing of its customers. Wow, what an intriguing approach to serving the customer; imagine a conscious intention by company leaders to enhance the wellbeing of their customers 5 Reasons Why A Guarantee Works 1. It pushes the entire company to focus on the customer’s definition of good products/service, not an executive’s assumption. 2. It sets clear performance standards, which boosts employee performance and morale. 3. It generates reliable data (through payouts) when performance is poor. 4. It forces an organization to examine its entire service-delivery system for possible failure points. 5. It builds customer loyalty, sales and market share. So what makes a good guarantee? It is: unconditional, easy to understand and communicate, meaningful, easy and painless to invoke, and easy and quick to collect on. Cheating. Fear of customers cheating [...]

I think that one of the most difficult challenges in the supermarket industry is trying to change the “stripes” a store has developed over many years. By “stripes” I mean trying to shed the reputation that a store is dark, dirty, dumpy, poorly stocked and poorly serviced into something different. The adage “putting lipstick on a pig” might be a fair analogy. Consumers have etched in their minds what the store will deliver and it’s virtually impossible to change that impression. At the other extreme, the challenge can be equally difficult. Can you imagine trying to re-brand a store that earned the reputation of being an extremely high priced, even out-of-reach store, with a sales foundation of specialty items catering to the occasional shopper? Most major cities in America have one of these store groups. The finest quality meat, deli, bakery and specialty items at outrageously expensive prices, and a center store that simply never gets shopped. Some have chandeliers, expensive artwork showcased throughout the store, mahogany fixtures, Italian slate floors and even water features. Back to the extreme challenge…we have a customer here in our hometown of Phoenix that took this challenge on. A local chain, AJ’s Fine Foods, [...]

Good Food Market is an independent, family-owned grocery store offering customers a whole new way to shop for and think about food. Owners Darin and Valerie Hill are truly passionate about giving shoppers a unique grocery shopping experience, and it’s evident in everything from the exciting product assortment to the innovative store decor. Check it out! Good Food Market is open 7 days a week in the Fulton Ranch Promenade at Chandler Heights and Alma School Road.

Brand consistency must be maintained throughout all areas of an organization; it builds credibility and consumer trust, allows for clear ownership of a brand’s differentiated positioning, and inspires a culture of development and innovation. Yet in a landscape where consumer preferences are ever evolving, market conditions are exceedingly dynamic, and the competition is always changing, it’s equally important to be responsive, creative, open to new ideas, and fully committed to your brand’s continuous development.

Target and Wal-Mart are getting ready for the 4th quarter “no holds barred cage match” which kicks off Black Friday, the day after Thanksgiving. It’s no fun being caught in the crossfire of two behemoths, especially when both giants are vying for the all important 4th quarter sales.