Professional Documents
Culture Documents
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Lets start here, at John Lewis, one of the most successful department
stores in the world.
We forget that retail is a constructed environment, and shopping a
learnt experience.
Theres been a few distinct retail models before the current one.
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Fixed prices, clearly displayed (and everyone pays the same price)
Payment in cash at the point of sale, rather than store credit
Moving the manager out of the transaction (due to previous two)
This model has served us well for over 170 years as weve
incrementally optimised it.
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The consumer internet and express freight killed the mid market;
we now either buy the cheapest, or the best and the lowest price.
We, as individuals are playing on this, with the bespoke or maker
market emerging in response, arbitraging cheap for good as we see
fit.
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More recently weve seen payments are moving away from the till,
both in time and space: Skip (delaying payment), Starbucks
(bringing the payment forward to create a sunk cost), and Apples
Apple Store app & HiTouch (moving payments physically away
from the till and onto the consumers device). Initially due to
convenience, but now due to a cultural distaste for dealing with
money. We dont want the payment / transaction at the centre of
our relationship.
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You run a photo store, but the focus isnt on selling product. You
help individuals to explore their interest in photography.
You build a relationship with the customer, and helping them build
relationships with other customers (your community).
This relationships spans the online and oine world but isn't
intrusive (you are present where your customers expect you to be).
You help them pursue their interest by helping source the ideas,
knowledge and materials (virtual or physical) they want / need.
Customers dont come to your store looking for products, and they
dont want to transact at the point of sale.
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