Throwback Thursday is a regular feature in which we dip into the archives of the Hardlines Weekly Report.
The 28th annual Hardlines Conference has just concluded—to rave reviews—in Charlevoix, Quebec. Back in October 2014, the conference was held by the Toronto airport. One thing that has not changed was the notion of “retail experience.”
We reported that one of our speakers, Robert Howard, from Kurt Salmon, a management consulting firm, said that consumers are willing to pay a premium for an experience. He went on to reference a study that said 80 percent of executives thought that their companies were delivering superior customer service, but only 8 percent of customers agreed.
