"Some of our retail shops are a little bigger now but we have never taken the path of hypermarkets. This type of trade may have its advantages but it seems rather impersonal and it does not match the manner of operating we have adopted. The employees in our shops know the customers and it is their duty to care for them properly."
The marketing experts explains that, according to recent consumer behaviour research, the customers want to know now more than ever that they are obtaining quality against a particular value. This involves not only product quality but also service quality and behaviour. "We must show respect for the customer because there is no guarantee that he or she will return once he or she is not satisfied with the service. It is one thing to make someone go to the shop once and another to make this person a faithful customer."
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