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Smart Retail, 4th Edition by Richard Hammond

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Chapter 7

Retail secret seven: “we love working here”

If you don’t treat your people with respect, if you undervalue them, how on earth do you expect them to respect and value your customers? The best customer experiences depend on the best employment experiences and I can prove it.

In this chapter we explore

  • the links between what it’s like to work for a given retailer versus shopping there
  • service profit chain theory
  • why people make better choices on your behalf if you trust them
  • the fundamentals of great employment experiences in a retail context.

The big joke, Trader Joe’s

It’s my first night in Chicago and I’ve wandered out from my apartment to take in what feels like, in London, would be a big slice of hipster nonsense, but that ...

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