Winning with your sales metrics and winning with your consumers aren't always the same thing. Don't let your metrics hurt your brand. Apparently, the staff at this Knix location felt otherwise.

When your customers are in the habit of visiting you regularly, don't do anything that could break that habit.

From a consumer standpoint, empathy beats policy every time.

The actions of an intuitive cashier offer a short lesson on customer experience.

Sydney Sweeney says there are four SYRNs as she launches her lingerie brand. I have three questions.

I'm excited to have been named a RETHINK Retail Top Retail Expert for 2026.

Exceptional customer service doesn't just happen, but it's not as difficult to achieve as you might think.

Starbucks has officially introduced Protein Coffee, and I think it could be a winner. Here's how.

Assume every customer who walks into your retail location is able and willing to buy... and treat them accordingly.

Amazon's retail digital signage play, the Amazon Signage Stick, could become a retail game-changer.

A strong brand is your best defence against private label alternatives.

Do Canadians need Canada Post as it exists today?

Price increases aren't always about generating more revenue.

The idea of a McVeggie grosses me out, but I think I know the reason McDonald's Canada is testing it... and it may not be what you think.

There's something to be said about a company willing to own its mistakes.

It's time governments started regulating internet services like utilities, creating and enforcing strong regulations to protect consumers.

Brick-and-mortar retailers need to invest in enhanced customer experiences to make a trip to the store worth the customer's while.

Will Starbucks' new policy changes cause people to use more reusable cups... or visit other coffee shops?

On the Beyond Brands podcast, I talked about the evolution of retail, timeless principles for building strong brands, and more.

I'm honoured to be named a RETHINK Retail 2025 Top Retail Expert.