12/12/2013 06:06:00 PMArmand Lobato
Armand, you are right on the money re this. We see that some of the top-tier chains "get" this. Many of them don't. This means the former will continue to rise, making the mid- and lower-level chains struggle even more for market share. They are the ones who have cut their personnel, educational/training resources and budgets when they need them the most. Vendors should step up to the plate and find opportunities to build stronger customer loyalty via staff educational initiatives, seminars, third-party in-store merchandising and other services.