Below you will find helpful and relevant articles that we carefully curate for the benefit of our B.R.A. Retail Members almost every day. Be sure to scroll through the most recent article or use the Search/Lookup feature to find topics and keywords related to articles that may help you to lower costs, increase margins or create more remarkable customer experiences.

“Retailers: In-Store Surveys Lie. Mystery Shops Don’t.” by Bob Phibbs via The Retail Doctor

by admin | Aug 27, 2025 | Brick & Mortar, Customer Experience, Customer Service, News, Resources, Retail Strategy, Sales Training

Your customer surveys are lying to you. I know that’s harsh, but it’s true. Those QR codes and website URLs printed on every receipt? The feedback they generate is about as reliable as asking your mother if she likes your cooking. Receipt surveys attract...

“‘It takes a lot of discipline’: How retail brands are educating their in-store staff” by Danny Parisi via Glossy

by admin | Jun 19, 2025 | Brick & Mortar, Customer Experience, Customer Service, Educational Opportunity, Footwear, News, Sales Training, Shoe Market

At the National Retail Federation’s annual Big Show this week in New York City, brick-and-mortar was at the center of the conversation. With the pandemic era fully behind us, customers are returning to stores, and brands and retailers are looking for ways to make the...

“Why Experienced Retail Staff Still Struggle To Convert Shoppers” by Bob Phibbs via The Retail Doctor Blog

by admin | Jun 13, 2025 | Customer Experience, Customer Service, HR, News, Opinion, Resources, Retail Strategy, Sales Training

You’ve hired smart people. Some have been with your store for years. They know your products inside and out. So why aren’t they closing more sales? Here are the two issues: Experience doesn’t equal engagement. And… Product knowledge doesn’t...

“What It Takes to Be an Awesome Assistant Store Manager” by Bob Phibbs via Retail Doctor Blog

by admin | Jun 5, 2025 | Brick & Mortar, Customer Service, HR, Opinion, Resources, Retail Strategy, Sales Training, Staffing

If you’re looking for the top skills to be a good shop assistant or assistant store manager, you’ve come to the right post. One of the biggest stories I’ve not heard talked about is that retail didn’t lose so many associates or managers as shift leads and...

“”Welcome In” Isn’t a Greeting: It’s a Sales Killer” by Bob Phibbs via The Retail Doctor Blog

by admin | May 22, 2025 | Brick & Mortar, Customer Experience, Customer Service, Opinion, Retail Strategy

You’ve heard it walking through stores: “Welcome in.” A phrase that sounds meaningful but isn’t. It’s retail’s equivalent of a shrug – forgettable and damaging to customer experience. I first noticed it in Manhattan during...

“7 Critical Service Failures Driving Customers Away (And How Training Solves Them)” by Bob Phibbs via The Retail Doctor blog

by admin | Apr 28, 2025 | Brick & Mortar, Customer Experience, Customer Service, HR, Opinion, Resources, Retail Strategy, Sales Training

The scene plays out in one of America’s most prestigious department stores: A customer looking to purchase a high-end coat walks the sales floor for 15 minutes. During that time, not a single employee acknowledges him. Some are busy with their phones; others are...