It's not so much a 'loss leader'.

182

There's a lot to be said for the motivational effects of the partnership bonus on levels of customer service. In the most recent round of figures, staff got about eight weeks' salary as a bonus. That's not to be sniffed at, and might explain why John Lewis still has a good reputation for service when you talk to people.

178

It has been a long time since consumers have been fooled by prices which are just under the round number.

148

It does seem very odd to have two [House of Fraser] stores at either end of Princes Street. There is an argument that says customers don't shop in a linear pattern along Princes Street, but you would still aim to concentrate on one good store, rather than two. The current set-up is very strange indeed.

137

Department stores are not really out of fashion, but they will struggle if they don't provide what customers want.

37