Mary Portas is on a mission to transform the appalling service culture of high fashion retailers in the UK.It covers loads of themes that are very close to my heart:
- Retailers must not drive short term profitability by cutting back on service. [Amazon]
- Leadership, culture and training are key to motivating employees. [De Vivre]
- Great customer service will feed stand-out and create a sustainable competitive advantage. [John Lewis]
- Happy customers will feel good and shop again. [Zappos]
If you are a retailer then watch it as there is plenty of actionable lessons. I strongly recommend that you watch it.
In my view, as I have said before, service is the new brand.
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