Build a loyal cus­tomer base

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I al­ways thought the phys­i­cal store would be the cream on top, be­cause the on­line shop was so strong. But it’s flipped; phys­i­cal stores are more im­por­tant than ever as it’s all about peo­ple get­ting ful­fil­ment, tak­ing time out to con­nect with oth­ers. The good thing about be­ing on­line first is we al­ready had loyal cus­tomers all round New Zealand. I have peo­ple still com­ing in now who first bought from us on­line six years ago. So rather than just re­ly­ing on walk-in cus­tomers, we al­ready had a strong base of peo­ple.

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