Index
A&P stores 195–196
action-planning –
added value 107–109
advertisements 135–136, 140, 141
in changing rooms 125, 131
see also marketing
Aldi 27, 154–155, 200
Alexander, Hilary 117
AllSaints window display 181
Amazon.co.uk 131, 138
Anthropologie 101
Apple Store 28–, 161, 176–177
arcades 190
ASOS.com 139–140, 158–159
assistant store manager 39, 84, 210
average transaction value 107, 152
and impulse buys 185
B&Q 155, 177
balloon day 71–72
banded products 129, 132
bargains 115, 116–117, 131, 132
Best Buy 42–43, 47
Big Idea 25–26, 94, 97
case studies 26–31
and discovery 152–153
and team 25–34
your own 33–34
Blink (Gladwell) 80
Bloomingdale’s 118, 170
Bon Marché 191–193
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 135–136
browsing 152, 193
Butler, Martin 179–180
buy now, pay later 130, 132
buy one, get one free 126, 132
Carphone Warehouse 13, 47–48, 157
catalog-based mail-order 187
catalogs 141–142
Caton, Bob –
Center Parcs 100–101
chain-stores: history 187, 189
change 15–16
charity giving 129, 132
Coca-Cola and Pepsi 77–79
Comet 113–114, 115
community involvement 120–121
events 124–125, 131
competitive advantage 115, 117
competitors’ stores 17
complaints, customer 66, 81, 86
consumption, sustainable 119–121
Container Store, The 96, 118, 156–157
conversion rate: to buyers 152
cornerstones 41–60
see also recognition; respect
cost and value 118–119
Costco Wholesale 31
culture see store culture
customer experience 37, 41, 91–92
case studies 97–103
as central 96–97
employees’ impact 39, 40, 94, 103
shared with others 38
tip sheet 108
and values 43
customer satisfaction 40, 41
measuring 76–79
customer service 37–38, 94
self-sustaining 92–93
customer-get-customer 126, 132
customers 68, 81–82, 89–111
listening to 12, 81
observing 16–17
talking to 19–20, 81
Data Protection Act (1998) 143–144
database marketing 142–145
Dawson, John 190
decision-making and mistakes 52–53
delayed discount 129–130, 132
delegating power/responsibility 65
demonstrations 128, 132, 175–177
Denny, Lyn 116
department stores 188, 190–193
Diesel Store 119
disciplining staff 64, 66, 67
discount variety retailers 26
discovery 94, 151–165
and Big Idea 152–153
format-led 160–163
product-led 157–160
promotion-led 153–155
service-led 155–157
DIY stores 105, 109, 125
Dunkin’ Donuts 174–175
e-commerce see Internet
eBay 28, 138
electrical retailers 93, 114–115
email marketing 142–143
employee retention 37, 38, 40
employee satisfaction 40, 94
employees
and change 15
including partners 69
listening to 12, 13
and respect 47–48
talking to 18, 20
see also recognition
everyday low prices 113–114, 200
eye contact 105
Facebook 137–138
feedback 66–67, 82, 95
first-visit advantage 104–105
flight to quality 48–50
footfall 152
format-led discovery 160–163
examples 161, 162, 163
toolkit 160–161
Foursquare 138
fun 38–39, 45–46
fun day 123
Galeries Lafayette 118
Gilman, George 195–196
goals –, 83
action-planning –
time plan 212–213
greeters 201
Groceteria 193
gut instinct 79–80
Habitat: product-led discovery 159
Harrods 117
Hartford, George 195–196
Harvey, Hugh 114
heroes board 59
history of retail 187–205
1980’s legacy 49–50
department stores 188, 190–193
early days 189
Industrial Revolution 189–190
locations 190–191
pioneers 194–205
Home Depot 109
Hotel Chocolat 25, 31–32, 180
ideas for improvement 75, 76
ideas program 10
ideas session 69
IKEA 13, 135
Big Idea 25, 29–30
history 198–200
improvement 75–87
areas for 81–87
and colleagues 84–85
and costs 85–87
culture of 80
and customers 76–77, 81–82
gut instinct 79–80
ideas 10, 69, 75, 76
measurement trap 77–79
and you 82–84
impulse buying 169, 185–186
incentives, demotivating 68
information sharing 65
Internet xii-xiii
marketing 137–140
resources 83
JCDecaux 141
JFDI management style 49–50
job descriptions and fun 45–46
John Lewis Partnership 157
kaizen 75
Kamprad, Ingvar 198–200
KFC and recognition 57, 58–59
Krispy Kreme doughnuts 174–175
Kroc, Ray 53
leadership 36–37
Leahy, Sir Terry 103
Leonard, Stew 163–165
Les Nereides jewelry 170–171
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 programs 125–126, 132
Lush body products 97, 118–119, 170
Big Idea 29, 163
mail-order, catalog-based 187
Malmaison hotel chain 170
management by fear 48, 49–50, 63
see also store managers
market traders 172, 173–174, 175, 177
history 189
marketing 135–147
catalogs 141–142
database 142–145
measuring effect of 145–147
online 137–140, 142–143
questions chain 137
radio and TV 140
Smartphone apps 139
strapline and Big Idea 25–26
Mast Brothers (NY, US) 176
Media Markt 31
Mellon Bank 102
merchandising 173–174
merchant dealing 115
mission 35–36, 41–46
mission statements 38, 41–42, 43, 75
and values 45, 46
mistakes 52–53, 84
admitting 68, 95
Kamprad on 199–200
motivation of team 61–73
components of 61
financial reward 62–63
implied sanction 63–64
measuring 63
non-financial rewards 68–72
and recognition 53, 72
self-respect 64–68
movement and attention 168, 169–170
MPREIS store 28, 149
Myer (Adelaide, Australia) 98
Natural Grocery Company 103
needs of customers 109–111
glass exercise 110
my store exercise 111
shirt exercise 110
non-financial rewards 68–72
balloon day 71–72
team ballot 71
observable positive behaviors 56, 57, 72
observing
customers 16–17
store components 17–18
one-to-ones, format of 64
online marketing 137–140
see also Internet
Orange mobile network 136
passion –,
Patel, Mahendra –
Paul Smith window display 182
Pepsi and Coca-Cola 77–79
perceptions, managing 173
performance improvement 75–87
four rules 106–107
happy teams 35
promotions and 123, 131–132
PetSmart 181
Phillips, Kate 105
Phones 4U 47–48
Piggly Wiggly store 193–194
pioneers of retail 194–205
policy, centrally-dictated 93
posters 141
power, delegating 65
Powerhouse 93
praise 54–55, 67
see also recognition
premium brands and recession 48–49
Pret a Manger 162
pricing 17, 113–121
everyday low prices 113–114, 200
IKEA 30
merchant dealing 115
premium 118–119
Wal-Mart 200–201, 202
see also promotions
Primark 117
print advertising 141
problem fixing 95
product-led discovery 157–160, 164
examples 158–159, 160
toolkit 158
profile raising –10
profitability 40, 41
promotion-led discovery 153–155, 164
promotions 17
banded products 129, 132
bargains 131, 132
book signings 128, 132
buy now, pay later 130, 132
buy one get one free 126, 132
celebrity visit 127–128, 132
changing room ads 125, 131
charity giving 129, 132
children’s competitions 125, 131
community events 124–125, 131
customer-get-customer 126, 132
demonstrations/seminars 128, 132
discounted future purchase 129–130, 132
display in empty stores 124, 131
gift certificates 130, 132
in-store hot spots 183–184
interest-free credit 130, 132
joint activity 123–124, 131
local radio broadcasts 129, 132
loyalty programs 125–126, 132
lunch at the store 128, 132
measuring effect 145–147
offering meeting space 128–129, 132
percentage off 127, 132
performance improvement 123, 131–132
planner 132–133
sampler clubs 126–127, 132
special nights 127, 132
sponsorship 124–125, 131
store card 130, 132
surveys 127, 132
time-limited 131, 132
tip sheets 125, 131
Raddice, Vittorio 202, 204
Radio Advertising Bureau 140
radio marketing 129, 132, 140
reading stores 16–21
recession xiii, 48–49
recognition 35–36, 41, 53–60
20-second ceremony 57–59
bad habits 55
benefits of 53, 59–60
heroes board 59
and motivation 53, 72
positive behaviors 56, 57, 72
in team culture 56–59
recommendations, customer 126
respect 35–36, 41, 46–53
benefits of 96
and employees 47–48
self-respect 64–68
responsibility, delegating 65
retail chains 187, 189–190
retail, history of see history
retail theater 167–177
demonstrations 175–177
fundamentals of 171
merchandising 173–174
visual interest 167–168, 170
vocal promotion 171–172
reward program 156
Richer, Julian 39, 75
sales commissions 95–96
sampler clubs 126–127, 132
Saunders, Clarence 193–194
See, Feel, Think, Do (Milligan and Smith) 80
Segel, Rick 124
self-respect 64–68
self-service stores 188, 193–194
Selfridge, H. Gordon 202–205
Selfridges & Co. 118, 202–205
Service Profit Chain 39–41
service-led discovery 155–157, 164
examples 156–157
toolkit 156
Shepherdson, Jane 51, 52
Ship & Pilot (Ilfracombe) 102
shoplifting 85, 186, 202
shopping channels 175
shopping malls 190
simplicity 11–13, 94
Smart Retail
and central functions 211
consultancy 207–208
and managers 209, 210–211
personal exercise 212
seminars 207
and store owners 209–210
and team members 210
time plan 212–213
Smartphone apps 139
smiling 96, 105
social networking sites 83, 137–138, 139–140
Space.NK: Big Idea 27
Specsavers 99
sponsorship 124–125, 131
spreadsheets 146
staff see employees
store 150–186
back wall 184–185
baskets 183
cash register 184, 185
competitors’ 17
culture 36, 38–40
observing 17–18
physical aspect 179–180
promotional hot spots 183–184
retail theater 167–177
sight-lines 186
signage 186
transition zone 17, 182–183
window displays 180–181
store assessment 16–21
store managers xiv, 209
ASMs 39, 84, 210
and store culture 38, 39
store cards 130, 132
Stout, Roy 78
Street Time 20–21, 46
exercise 214–215
Subway: Big Idea 30
success 10, 67–68
surveys 127, 132
sustainability 119–121
talking
to customers 19–20, 81
to staff 18, 20
Target 26, 162
team , 23, 35–60, 210
and Big Idea 25–34
and fun 38–39
happy 35, 38
motivating 61–73
performance improvement 75–87
team ballot 71
team meetings 66, 72
television advertising 140
Tesco 13, 103, 154
“thank you” 55, 56, 57
notes 57–58, 59
team ballot 71
theft 85, 186, 202
Thorntons 25, 31–32
tip sheets 125, 131
Top Shop 51–52, 160
trade press 83
training opportunities 65
transition zone 17, 182–183
20-second ceremony 57–59
Twitter 83, 138, 139–140
Uncommon Practice (Milligan & Smith) 104
Underhill, Paco 105, 183
Up Against the Wal-Marts (Taylor & Archer) 75
Urban Outfitters 163
Vadodaria, Umesh 64
values 38, 43–46
case study 44–45
fun as value 45
visioning –
visual interest 167–168, 170
vocal promotion 171–172
Wal-Mart 13, 113, 162
Big Idea 25, 26–27
history 200–202
Walton, Sam 25, 113, 200–202
Warehouse, The 100
websites 139
Wells Fargo bank 102–103
Whole Foods Market 120–121
WHSmith High Street/Travel 33
Wilkinsons 12–13
window displays 17, 180–181
Wiseman, Richard
Woolworth, F.W. 196–198
Woolworths 11–13, 16, 196–198
YouTube/Vimeo 139
Zara: product-led discovery 159
