Retail Excellence 2013:: Friedmans Appliance Kitchen Bed and Bath
The managers at Friedmans Appliance Kitchen Bed and Bath knew that the next change—the one that would be a true differentiator—had to come from within.
A single store surrounded by all of the big-box appliance and CE retailers in the dense Long Beach, Calif., area, Friedmans competed well enough by honing its merchandise, offering the best prices and creating a good customer experience. But that wasn’t enough, especially in this socially connected age. The online reviews weren’t that good. In-store traffic could be better.
The overall customer experience was off. Managers decided that to change the customer experience, they had to change the employee experience as well. Good things, they assumed, would follow. They were right.