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.