RetailWire panelists recently discussed what makes Whole Foods successful. There is a long list of reasons, but I focus on the quality of “engagement” that raises Whole Foods to the next level. Sounds simple, but it’s not easy to accomplish:
If a brick-and-mortar store can pull together the elements of its strategy in a consistent way — meaning merchandise content, pricing, customer service, store layout, and so on — it has a chance to win, no matter what business it’s in. If the retailer can go the extra mile (like Whole Foods) to provide a level of engagement and interaction with the customer, it has an even better chance to turn a satisfied customer into a committed one.