Mary Portas Golden Rules for Retailers - Smile Speak Serve

Mary Portas is on a mission to transform the appalling service culture of high fashion retailers in the UK.

She has a brilliant programme (on CH4), excellent experience and a no nonsense approach.

It covers loads of themes that are very close to my heart:

• Retailers must not drive short term profitability by cutting back on service. [Amazon]
• Leadership, culture and training are key to motivating employees. [De Vivre]
• Great customer service will feed stand-out and create a sustainable competitive advantage. [John Lewis]
• Happy customers will feel good and shop again. [Zappos]

If you are a retailer then watch it as there is plenty of actionable lessons. I strongly recommend that you watch it.

In my view, as I have said before, service is the new brand.