The Innovative Service Rules for Shopper Frenzy

On Friday, we entered the annual period of shopping frenzy we paint the color “black.” According to Wikipedia, the name of the day started in Philadelphia in the early 60’s and was chosen to characterize the traffic—both vehicle and pedestrian—that crowded the streets hunting for deals the day after Thanksgiving. It is also used to refer to the fact that many retailers make about 40% of their annual revenue (putting them “in the black”) in the month between Thanksgiving and Christmas.

Today, t...