During uni we had guest lecturer, John Hoerner, give a talk about his book and the retail industry, which I found really insightful and inspiring. He gave all listeners a copy of his book ‘How to Sell: Recipes for Retail which now uni is over, I would like to read.
Hoerner has been a main boss at many fashion retail brands including Harvey Nichols, Burtons, Tesco, Topshop to name a few. His talk was really intriguing as he discussed customers, employers, employees and head office staff, he even made comparisons between them to his dogs, horses and flying!
Interesting points Hoerner made included the fact that customer loyalty doesn’t exist, he believes it’s a myth. What exists is customer familiarity and satisfaction, the only thing customers would be loyal to would be family and friends products. I also like how Hoerner said that store visits should be unbusiness-like, you should forget everything you know on a store visit – be in a rush, act like youve never been there before, then you are a customer!
At the end there were questions and answers, I asked his opinion on why he believes Zara do so well as a business. Hoerner answered saying it was partly down to their analysis, as well as owning their factories and retail stores, causing lead times and critical path to run smoothly and in line with business needs.
Horner spent five years writing the book, which he said for every four pages it took one year to learn.