In a scene on Open All Hours Arkwright (Ronnie Barker) says to Granville (David Jason), “They decide what they come in here for and we decide what they walk out with.”
It may be a sitcom, but this is a good summary of what differentiates a progressive retailer from one that is going nowhere. Of course retailers still need to setting about satisfying needs and wants but great retail excites us to purchase things that weren’t on our shopping lists.
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