Saving the Canadian Book Market
Over on the Index//mb blog, Mark says Indigo should stop arranging deck chairs and save books sales.
In the past, an improved store experience was an excellent proxy for improving the customer experience. But not so much anymore. Being a good retailer these days has more to do with relevance than it does with ambiance. Being relevant to customers means removing barriers, not adding new ones.
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hey chris, you’re totally right of course. my friend hugh had an interesting post about this. i guess it’s on people’s minds.
http://hughmcguire.net/2008/08/06/books-out-smelly-candles-in/