Trader Joe's: A Unique Customer Experience
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TJ had a unique organizational culture, with exceptionally customer-focused employees, which made shopping at its stores an entertaining and pleasant experience for customers. Speaking about what was on offer for employees at TJ, Sandy Skrovan, Vice President of retail consultancy firm Retail Forward, said, "You get paid well, go to work in a Hawaiian shirt, eat good food, and talk to people. This is all part of that unique culture that the chain has cultivated."...
Talking about the TJ stores, a retail consultant remarked, "The stores were pretty ugly, everything was packed in boxes and there were no brands. They (other retailers) couldn't understand why people went there. They just didn't get it." However, TJ had managed to succeed in the ultra-competitive and super-sized US retail industry, despite operating small stores with limited selections located in out-of-the way and inconvenient places...
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