– Ross Stokes
WOW, that was awesome, I’m so happy!!
… and I want to go back and experience that again and share it with my friends, orWOW, that was horrible and can’t believe I wasted my time and money!!! … and I never want to ever experience that again and I don’t want anyone else to have to experience it either.
I remember going into my favourite sports store as a kid and being welcomed by the owner like his buddy. He knew what sports I played, always had a new racquet to show me and would give me the “secret” details of why this was the one to have. He made it his business to know me and what I liked. That was over 40 years ago and I still remember those special days when I got to visit his store of sporting treasures with my savings to happily buy my next racquet. He knew the value of caring enough and making a connection.10 years ago I visited the Louis Vuitton store in Paris with some friends. What a WOW experience. We were given a guided tour and a lot of attention while our group browsed and tried on shoes. We were made to feel special in a store designed to evoke a feeling of WOW.
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I walked out of there with a new pair shoes, not the best value for money shoes I’ve bought but definitely the most memorable pair.
We all have horror stories and memories from bad retail purchases and store experiences.
Bain has written an article “A Fresh Look At Store Labor”
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The article highlights “Winners adapt their store labor model to what matters most to customers, they zero-base their operations instead of relying on what worked for them in the past, and they are systematic in mobilizing store labor for the required changes in behaviors, activities and processes.”
They include 8 useful starter questions to help a retailer explore whether they are empowering their store operations.
Nothing new other than the enabling technology.
Ross brings a diverse corporate and personal set of experiences to his role of Regional Director, Asia Pacific, for ETP. His business experience aids in understanding the various challenges retail owners and executives experience while growing their business and successfully supporting their desire to improve retail management processes and systems to achieve optimal profitability.