Management experts studying business models which are succeeding in this disruptive era should visit RJ Julia Independent Booksellers.
For 22 years it has managed to thrive even while industry leaders in the bookstore business like Borders have vanished. Its tagline is: A great place to meet books. My hunch is that romance also happens amidst the old-fashioned book shelves.
Throughout Connecticut it's iconic for its special book events. Those have the pull force of featuring celebrity authors like Martha Stewart. But that's only part of RJ Julia's law of attraction. The setting in itself, outside and inside, creates experiences.
Based in the classic New England town of Madison, Connecticut, the store is clustered amidst upscale boutiques, big brandname real esate agencies, and an arts theatre. But the "neighorhood," and that term could be applied, is inclusive. There is a blue-collar restaurant with cheap tables and chairs, food piled up high, and fast counter help. Parking in the area is free, but limited to two hours before 6 P.M.
Inside, the layout with its nooks and crannies, the wood furniture, and the slowed-down ambiance reaches back to bookstores in the best British tradition. It's a sort of shock that the staff speak American English.
I interviewed bookseller Tim Novak, who has been with the store about 18 months. He explains its endurance in terms of its ability to serve the people. Novak brought up Starbucks founder Howard Schultz who characterized what the chain is all about in just that way: A people business. For books per se, consumers could just go to Amazon.com and that would be that, Novak notes.
Before browsers enter the store, it seems small. Once inside, they find out it has two floors with multiple side rooms like the cafe and reading room. The major events can be held in a regular book area in which the displays can be rolled away. Many are free. That builds brand loyalty. The staff told me that when customers relocate to other states, they often still consult with RJ Julia about their book choices and place their orders with the store.
What best practices are evident?
Special events. Kate Sirignano, founder of Image Marketing Consultants which serves the Northeast Corridor, is getting a growing number of requests for those. In themselves they can develop new business. The side benefits include brand enhancement and a shot at media attention. Also they can be tweeted, live-blogged, and video-taped for YouTube. And all that can become part of the organization's Media Center or Brand House on the website.
Location. The town could be considered a tourist destination for those wanting to reach back to a simpler time. In addition, businesses like the movie house are feeder pools for browsers. Before and after the Madison screened "The Master" the store was packed.
Uniqueness or "blue ocean strategy." The ambiance mirrors the sanctuary quality which churches and Buddhist temples provide. Yet, it's a commercial establishment.
Expert staff. Information about books is provided by earnest book lovers. There is a reverence showed for the craft of writing.
Struggling enterprises like Best Buy and even P&G could send out a posse to check out RJ. It's at 758 Boston Post Road, Madison, Connecticut, 1-800-74-READS.