Last updated on April 20, 2014 at 8:20 EDT

Actors and Theatre Driving Retail Growth: Lessons From Trader Joes, Wegman’s and Publix

July 5, 2012

NEW YORK, July 5, 2012 /PRNewswire/ –

A consumer study of America’s leading brands has shown that the retailers driving
economic and sector growth are doing so by creating a sense of theatre around their
in-store experiences.

Half of the top 100 companies overall are retailers. Within the Top 10, four -
Wegman’s – 4th, Publix – 5th, Trader Joe’s – 6th and HEB – 10th – were set apart by
creating what the report describes as “dramatic, theatrical experiences for customers.”

David Conway, senior partner at the report’s authors, Nunwood, commented: “Those
retailers who create a compelling sense of theatre for their customers are outperforming
the sector average by between 8% and 12% when it comes to customer experience. These are
overwhelmingly nimble, privately owned businesses that have remained close to their
customers and invested in staff culture.

“As the impact of e-commerce and m-commerce continues to grow, it’s those retailers
that still see staff as a cost to be driven down, rather than a lever of growth, who will
face serious challenges. Minimum wage retail jobs simply don’t make sense anymore

“By combining investment in great staff with careful design of theatrical experiences,
some American retailers are bucking the trend – outstripping modest sector growth, and
creating jobs.

“The report also reflects recent criticism of Apple over low levels of pay in its
retail division – which, whilst still a top performer – has dropped from 10th place across
all sectors in 2011, to 37th place in 2012. Apple has responded to this criticism with
snap pay rises of up to 25% and it will be interesting to see how this affects their
scores next year.”

About the report

The Customer Experience Excellence study is an annual report created by Nunwood
[http://us.nunwood.com ]. It looks at more than 100,000 customer comments and covers every
major brand in the US. Comments regarding the brands are analysed and used to score the
brand against six criteria that Nunwood uses to assess the quality of customer experience.
These are: valuing a customer’s time, demonstrating empathy, resolving issues, matching
the customers’ expectations, personalizing service and demonstrating corporate ethics.


See the full report [https://www.box.com/s/6ffad69ad7336897c450 ] here.

Image (example only): Interior Trader Joes
[http://www.flickr.com/photos/shankbone/2596216189 ]. Note the licence info here
[http://creativecommons.org/licenses/by/2.0/deed.en ]

Media contact: Sam Oakley, sam@wolfstarconsultancy.com, +44-7841-536660

Available for interview:

David Conway | Senior Partner | Nunwood | bio
[http://www.nunwood.com/people/global-leadership-team/david-conway ]

Matt Hawk | CEM consulting partner | Nunwood | bio
[http://www.nunwood.com/people/global-leadership-team/dr-matthew-hawk ]

SOURCE Nunwood

Source: PR Newswire