Mom & Pop and Hope

After a hurricane or earthquake or terrorist attack, the first tentative sign of a return to normalcy is the reopening of the neighborhood shops and markets. When Mom & Pop merchants demonstrate their hopefulness for the future, they are signaling the rest of us […]

Customer Experience—Above All Else

Each one of us is an expert on customer experience. At one point or another during the course of our day, every one of us plays the role of the customer. We all know the difference between a good experience […]

Seattle: America’s Capital of Retail

What do Nordstrom, Starbucks, Amazon, Costco, and Recreational Equipment, Inc. (REI) have in common? They are all world-class retailers based in Seattle. And don’t forget 103-year-old Ben Bridge Jeweler (a division of Berkshire Hathaway, with 75 stores in 11 states), […]