Most c-store operators are by now already familiar with the Internet of Things (IoT). Small sensors and tiny tech machines talk to each other and to us via our cell phone apps, alerting managers and associates that a cooler’s temperature is too high, a fountain drink flavor is low or any number of situations within…

Convenience store retailers continue to grapple with how best to respond to the disruption of frictionless checkout. I recently spoke with Crone Consulting’s CEO Richard Crone and Managing Partner Heidi Liebenguth for a podcast on autonomous checkout. Crone pointed out that Amazon Go is working at a 99.99% confidence level. “If something does fail, from…

Fuel gallons are flat if not down. How can I do a better job attracting customer from the pump into the store? With the advent of ride-sharing, hybrid fueled vehicles and millennials who just don’t aspire to drive cars, improving retail conversion from the pump is critical for success. While there is no single “smoking…

Merger and acquisition activity continues to dominate industry headlines as larger companies with deeper pockets pay, and in some cases overpay, for smaller companies. There are many questions we can ask about the current situation, but none is more important than, “What impact is this having on employees?” It’s hard enough to get employees. Is…

What are some of the considerations of going unbranded, and is it worth the time, investment and effort? That is a very good question and one that actually invokes additional questions. Going unbranded, industry lingo for “not being branded as a fuel refiner brand, ‘Food-Mart’ or both,” is a relatively complex undertaking that is worthy…

The convenience store and petroleum industry is as dynamic and diverse as it has ever been. I have been fortunate to have a front row view of the industry’s evolution through the years, first as a young child learning the automotive and fuel industry at my father’s stations in Mt. Vernon, N.Y., then as an…

At the National Advisory Group conference, held this Sept. 8-11 in  Minneapolis, frictionless checkout will be among the burning issue topics discussed. As a sneak preview, or for those unable to attend, this podcast discusses what convenience store retailers need to consider before embarking on autonomous checkout. I’m joined by Richard Crone, CEO of Crone…

As the convenience store industry evolves, your brand image and what it stands for will define you in the eyes of your customers and your employees. Consider the outstanding social perceptions of companies like Southwest Airlines and Costco to realize the importance of how your brand is perceived in the marketplace. Brand image is something…

The following is a true story that should give pause to anyone thinking they are smarter than the system. A frontline associate, let’s call her Joyce, was working her shift at a pretty busy convenience store, which was one of several very busy stores under my command a few years back. Joyce had been with…

Money is tight and we need to invest wisely. If I could only invest in rebranding or designing a certain part of my stores, where should I begin? We are advocates of developing proprietary brands that represent not only the business but your passion for your business. It is what you sell every day and…