N M Schwab – Oct 29, 2012

ACE HARDWARE

APPLE

AT&T

COSTCO

FOOT LOCKER

HOLLISTER

Excellent

Outstanding

Mediocre

Excellent

Mediocre

Excellent

Note:

The rating is

a summary of

my overall

experience

and assumed

success of

the stores

strategy

• Warm welcoming exterior

• Immediate service and welcome

• Cluttered Cash Register

• Efficient store layout

• Well marked pricing

• Very clean with low cost ceiling

and concrete flooring.

The store has automated doors and no money is

wasted on cosmetics – creates an economical feel

In-store radios are used to announce arrival of

customers – enables immediate customer care

The products are grouped into specific functions

with alternatives handy for you to evaluate

The personnel are uniformed and yet it feels like

you are sharing your problem with a friend

A trolley of “old stock” is a “discount” attraction

All seasonal products are displayed near the

entrance and the impulse items are a “hit” due to

the stark contrast with hardware items.

• Inviting atmosphere

• Spacious layout

• Great product demos

• Hands-on displays

Also see: http://youtu.be/gjB8gp6PwKo

Well grouped

and

presented

products

Super lounge

unutilized

High ratio of salespeople to customers however

customer needs create service bottleneck –

particularly when an entire family required phones

A salesman was completing a survey on the number

of customers instead of serving long-waiting

customers

The comfortable lounge could not be used as

customers feared they would lose their place in

line – an opportunity presents itself here

Service was outstanding and customers were even

escorted to the door

Great product displays sell the products

Excitement oozes out the entrance and customers flow inside to sample the thrill

High ratio of salespeople to customers that are applied perfectly to the customers needs

Great use of their own products to effect point of sale transactions – no tills!

Children's play area innovative and well utilized

Products are well displayed and the comfort of chairs and tables are welcoming and make the customer want to stay longer

Wall displays enable shy customers to browse

“Genius bar” repairs - innovative appointments system – no waiting!

• Exclusive access only

• Warehouse atmosphere

• Lack of signage creates

“treasure hunt” experience

• “Buy in Bulk” implies bargains

• Cost/unit displayed honestly

Shopping

through

cardboard

tokens

Palletized

efficiency

Food

samples

Tills and impulse

purchases

Innovative displays that make you feel like the

more you spend, the more you are saving

Free food is a big hit that appears to add no

direct value but it will get customers to return

Innovative sale of fresh food via mini cardboard

btokens – a reversal of internet purchasing

Customers seem to buy more than they really

require and items they never intended buying

Limited salespeople due to mechanized stocking

via pallets and cleaning of wide corridors

Clothing sold from stacked table – no hangers

Costso sells all types of products - implies depth

Innovative shoe

displays without

prices

Limited sports

clothing based on

brand name sales

Trademark referee uniforms create authoritarian

unwelcome atmosphere

Modern shoe displays spin off an expensive/

exclusive taste that implies brand above

practicality

Very loud “gangster” music is very intimidating

and feels like a “tattoo” parlor

Customers were mainly young children drawing

their parents inside

The shop has many padded seats for trying on

shoes – inviting

A salesman prevented me from photographing

No signage outside the store – relies on customers coming to explore

the dark jungle for clothes. Appeals to young Bettys and Dudes.

Exclusive clothing highlighted

in dark interior with spot

lights and clear pricing.

Novel till design with intriguing

surfboard backdrop

Entrance lacks any sign of the brand name and

therefore draws in customers that wish to explore

The wooden deck, décor and strategic simplicity

creates a dockside atmosphere

Loud music suits the dark exciting atmosphere

perfectly

Young salespeople dressed in clothing being sold is

a great sales initiative

Clothing appears to be exclusive, high quality

clothing

The mysterious but exciting feel to the store makes

you want to return for more