219
A&P stores 195–6
action-planning 4–5
added value 107–9
advertisements 135–6, 140, 141
in changing rooms 125, 131
see also marketing
Aldi 27, 154–5, 200
Alexander, Hilary 117
AllSaints window display 181
Amazon.co.uk 131, 138
Anthropologie 101
Apple Store 28–9, 161, 176–7
arcades 190
ASOS.com 139–40, 158–9
assistant store manager 39, 84, 210
average transaction value 107, 152
and impulse buys 185
B&Q 155, 177
balloon day 71–2
banded products 129, 132
bargains 115, 116–17, 131, 132
Best Buy 42–3, 47
Big Idea 25–6, 94, 97
case studies 26–31
and discovery 152–3
and team 25–34
your own 33–4
Blink (Gladwell) 80
Bloomingdale’s 118, 170
Bon Marché 191–3
book signings 128, 132
Bookstór 116
Boots UK 155
Boucicaut, A. and M. 191
brands 135
bricks-and-mortar retailers xii-xiii,
105, 139
Brooker, Charlie 135–6
browsing 152, 193
Butler, Martin 179–80
buy now, pay later 130, 132
buy one, get one free 126, 132
Carphone Warehouse 13, 47–8,
157
catalogue-based mail-order 187
catalogues 141–2
Caton, Bob 4–5
Center Parcs 100–1
chain-stores: history 187, 189
change 15–16
charity giving 129, 132
Coca-Cola and Pepsi 77–9
Comet 113–14, 115
community involvement 120–1
events 124–5, 131
competitive advantage 115, 117
competitors’ stores 17
complaints, customer 66, 81, 86
consumption, sustainable 119–21
Container Store, The 96, 118,
156–7
conversion rate: to buyers 152
cornerstones 41–60
see also recognition; respect
cost and value 118–19
Costco Wholesale 31
culture see store culture
customer experience 37, 41, 91–2
case studies 97–103
as central 96–7
employees’ impact 39, 40, 94,
103
shared with others 38
tip sheet 108
and values 43
customer satisfaction 40, 41
measuring 76–9
customer service 37–8, 94
self-sustaining 92–3
customer-get-customer 126, 132
Index
220
i n d e x
customers 68, 81–2, 89–111
listening to 12, 81
observing 16–17
talking to 19–20, 81
Data Protection Act (1998) 143–4
database marketing 142–5
Dawson, John 190
decision-making and mistakes 52–3
delayed discount 129–30, 132
delegating power/responsibility 65
demonstrations 128, 132, 175–7
Denny, Lyn 116
department stores 188, 190–3
Diesel Store 119
disciplining staff 64, 66, 67
discount variety retailers 26
discovery 94, 151–65
and Big Idea 152–3
format-led 160–3
product-led 157–60
promotion-led 153–5
service-led 155–7
DIY stores 105, 109, 125
Dunkin’ Donuts 174–5
e-commerce see Internet
eBay 28, 138
electrical retailers 93, 114–15
email marketing 142–3
employee retention 37, 38, 40
employee satisfaction 40, 94
employees
and change 15
including partners 69
listening to 12, 13
and respect 47–8
talking to 18, 20
see also recognition
everyday low prices 113–14, 200
eye contact 105
Facebook 137–8
feedback 66–7, 82, 95
first-visit advantage 104–5
flight to quality 48–50
footfall 152
format-led discovery 160–3
examples 161, 162, 163
toolkit 160–1
Foursquare 138
fun 38–9, 45–6
fun day 123
Galeries Lafayette 118
Gilman, George 195–6
goals 3–5, 83
action-planning 4–5
time plan 212–13
greeters 201
Groceteria 193
gut instinct 79–80
Habitat: product-led discovery 159
Harrods 117
Hartford, George 195–6
Harvey, Hugh 114
heroes board 59
history of retail 187–205
1980’s legacy 49–50
department stores 188, 190–3
early days 189
Industrial Revolution 189–90
locations 190–1
pioneers 194–205
Home Depot 109
Hotel Chocolat 25, 31–2, 180
ideas for improvement 75, 76
ideas programme 10
ideas session 69
IKEA 13, 135
Big Idea 25, 29–30
history 198–200
improvement 75–87
areas for 81–7
and colleagues 84–5
and costs 85–7
culture of 80
and customers 76–7, 81–2
gut instinct 79–80
ideas 10, 69, 75, 76
221
i n d e x
measurement trap 77–9
and you 82–4
impulse buying 169, 185–6
incentives, demotivating 68
information sharing 65
Internet xii-xiii
marketing 137–40
resources 83
JCDecaux 141
JFDI management style 49–50
job descriptions and fun 45–6
John Lewis Partnership 157
kaizen 75
Kamprad, Ingvar 198–200
KFC and recognition 57, 58–9
Krispy Kreme doughnuts 174–5
Krok, Roy 53
leadership 36–7
Leahy, Sir Terry 103
Leonard, Stew 163–5
Les Nereides jewellery 170–1
listening 66, 83
to customers 12, 19–20, 81
to store staff 12, 13
Livengood, Scott 174
local press 127, 128
local radio broadcasts 129, 132
loyalty cards 104
loyalty, customer 40, 41, 104
loyalty programmes 125–6, 132
Lush body products 97, 118–19,
170
Big Idea 29, 163
mail-order, catalogue-based 187
Malmaison hotel chain 170
management by fear 48, 49–50, 63
see also store managers
market traders 172, 173–4, 175,
177
history 189
marketing 135–47
catalogues 141–2
database 142–5
measuring effect of 145–7
online 137–40, 142–3
questions chain 137
radio and TV 140
Smartphone apps 139
strapline and Big Idea 25–6
Mast Brothers (NY, US) 176
Media Markt 31
Mellon Bank 102
merchandising 173–4
merchant dealing 115
mission 35–6, 41–6
mission statements 38, 41–2, 43,
75
and values 45, 46
mistakes 52–3, 84
admitting 68, 95
Kamprad on 199–200
motivation of team 61–73
components of 61
financial reward 62–3
implied sanction 63–4
measuring 63
non-financial rewards 68–72
and recognition 53, 72
self-respect 64–8
movement and attention 168,
169–70
MPREIS store 28, 149
Myer (Adelaide, Australia) 98
Natural Grocery Company 103
needs of customers 109–11
glass exercise 110
my store exercise 111
shirt exercise 110
non-financial rewards 68–72
balloon day 71–2
team ballot 71
observable positive behaviours 56,
57, 72
observing
customers 16–17
store components 17–18
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