THE DEATH OF US MALL

Posted by | April 23, 2014 | Uncategorized | No Comments

A story on Marketplace last week featured an interview with mall developer Rick Caruso (pictured) who’s been successfully re-imagining what the mall of the future should be. His smartest observation was when he talked about his “guests.” Kai Ryssdal, the interviewer, said, “you mean your customers?” To which Caruso replied, “No, I mean my guests. My customers are the chain stores that rent from me; the people who come to shop or eat or play are my guests.” Not a new idea. But the businesses that understand it are the ones that win. How are you making your customers feel like guests?