Product Description

Shopping: there's a lot more to it if you know how to look. We speed up when we walk past a bank (nothing to look at, of course), so if you don't want your customers to shoot straight past you, don't open your shop next to a bank. And once you've lured them in, whatever you do, don't put key items just inside the door. This is "decompression zone" where we take the five to 15 paces we need to adjust to the shop's lighting and slow down from normal walking pace to browsing. And don't ever put menswear at the back of the shop; male customers don't like having to walk through womenswear. And while we're in womenswear, don't place goods that require close scrutiny in narrow aisles. Your female customers will leave if they are brushed or knocked by passing shoppers. Understanding the science of shopping is fascinating, but it can be hugely profitable. By using state-of-the-art observational techniques and research methods grounded in anthropology and environmental psychology, Paco Underhill uncovers the secrets that have made him the retail industry's most sought-after adviser, with clients including McDonald's, Levi-Strauss, Coca-Cola and Sony. Why We Buy is essential reading for anyone involved in the business of consumer products and is a hugely entertaining read for all of us who have that one thing in common. We shop.

Product Details

• Amazon Sales Rank: #913577 in Books
• Published on: 2001-06-30
• Original language: English
• Number of items: 1
• Binding: Paperback
• 255 pages

Amazon.com Review
In an effort to determine why people buy, Paco Underhill and his detailed-oriented band of retail researchers have camped out in stores over the course of 20 years, dedicating their lives to the "science of shopping." Armed with an array of video equipment, store maps, and customer-profile sheets, Underhill and his consulting firm, Envirosell, have observed over 900 aspects of interaction between shopper and store. They've discovered that men who take jeans into fitting rooms are more likely to buy than females (65 percent vs. 25 percent). They've learned how the "butt-brush factor" (bumped from behind, shoppers become irritated and move elsewhere) makes women avoid narrow aisles. They've quantified the importance of shopping baskets; contact between employees and shoppers; the "transition zone" (the area just inside the store's entrance); and "circulation patterns" (how shoppers move throughout a store). And they've explored the relationship between a customer's amenability and profitability, learning how good stores capitalize on a shopper's unspoken inclinations and desires.

Underhill, whose clients include McDonald's, Starbucks, Estée Lauder, and Blockbuster, stocks Why We Buy with a wealth of retail insights, showing how men are beginning to shop like women, and how women have changed the way supermarkets are laid out. He also looks to the future, projecting massive retail opportunities with an aging baby-boom population and predicting how online retailing will affect shopping malls. This lighthearted look at shopping is highly recommended to anyone who buys or sells. --Rob McDonald

From Publishers Weekly
Underhill, once a budding academic who worked on a William H. Whyte project analyzing how people use public spaces, adapted anthropological techniques to the world of retail and forged an innovative career with the consulting firm Envirosell. Since brand names and traditional advertising don't necessarily translate into sales, Underhill argues that retail design based on his company's closeAvery closeAobservation of shoppers and stores holds the key. His anecdotes contain illuminating detail. For example, since bookstore shoppers like to browse, baskets should be scattered throughout the store to make it easier for customers to carry their purchases. In clothing stores, fitting rooms are best placed closer to the men's department, because men choose based on fit, while women consider more variables. And he sprinkles in other smart suggestions: drugstores could boast a consolidated "men's health" department; computer stores, to attract women, should emphasize convenience and versatility, not size and speed; and clerks at luxury hotels should use hand-held computers to check in travelers from lobby chairs. Underhill remains skeptical about cyberspace retail, believing that Web sites can't offer the sensory stimuli, immediate gratification or social interaction available in brick-and-mortar stores. While the book does little to analyze the international, regional or ethnic dimensions of the subject, it should aid those in business while intriguing urban anthropologists, amateur and professional.
Copyright 1999 Reed Business Information, Inc.

From Library Journal
The title for this treatment of marketing research in the retail setting is misleading. Underhill, founder of the behavioral research company Envirosell, summarizes some of the firm's conclusions about the interaction between consumers and products and consumers and commercial spaces. He lays claim to the research techniques of urban anthropology, but his casual, self-congratulatory tone and loose organization make the book inappropriate for academic use. Underhill breezes through anecdotes about how observing the mundane details of shopping improves retail sales, but there is limited grounding in the framework of his "science." Given the lack of recent titles on the topic, this is recommended for large collections with an emphasis on retailing.APaula Dempsey, DePaul Univ. Lib., Chicago
Copyright 1999 Reed Business Information, Inc.

Customer Reviews

Valuable, but keep expectations low
I found this book to be interesting, if not mind-blowing, with a lot of basic observations about the shopping experience and the need to make measurement a fundamental part of the way we approach business. The book treads a line between feeding you specific anecdotes and findings from Mr. Underhill's research and giving you a framework for thinking about measuring and tuning your business, but it doesn't commit fully to either path. You may be left feeling like there were not actually that many interesting examples nor was a methodology sufficiently fleshed out to be useful.

I view this book as the non-scientific underpinnings of a science (contrary to the sub-title of the book). Mr. Underhill seems like the gentleman scientists of a couple hundred years ago, making excellent and valuable observations, but not having clearly articulated a scientific method that can be applied broadly. This book is certainly worth reading (and for some it may be a real eye-opener), but I feel that a definitive text on the study of buying behavior has yet to be written (or, at least, discovered by me). In favor of this book, it is a fairly easy and quick read, where perhaps a more comprehensive book would not be as accessible. Consider it ...

Retailers, manufacturers and consumers should read this book
This is a book both McDonalds and Ralph Nader would love. In this book, Underhill suggests different methods to maximize retail sales. Some include, for example, common sense solutions such as raising or lowering products so as to fall within the person's view range. Others are based on his research, such as putting a product you're pushing to the right of the best-seller. Many people will gravitate to the desired product (think of it as the magician's trick of "forcing" a card).

The book further discusses the different age groups, family configurations, and genders, and how they shop, maximizing the efficacy of signage and packaging, etc. It has many hints to increase sales over short and long periods of time.

It also advocates making stores more family-friendly. As a parent that has failed to successfully negotiate the Gap Kids' fixtures with a stroller and thus decided not to shop there again, I heartily agree with Underhill's suggestions.

Consumers should also read this book to understand the insiduous (and fascinating) means retailers are using to manipulate them into further purchases. We all know how playing Christmas music is supposed to get you in the mood to buy more. This book details different subtle ways in which retailers are modifying their stores to entice you to buy. My favorite: placing a hopscotch game on the cereal aisle, forcing parents to slow down and become more vulnerable to kids' requests for the latest Sugar Bombs. If you feel that retailers are the enemy, this book will provide further proof.

Not science, but still substantive...
If you've read some of the reader reviews for this book you'll probably detect a bit of a trend. If you're a scientist or student in search of a tome that provides insight into the causes of specific purchasing behaviours this is not the book for you. If, on the other hand, you are a practitioner (i.e. someone who works as a marketer or perhaps owns or manages a retail establishment) "Why We Buy" provides many, many anecdotes that you will find useful in your everyday life.

This is something that few business books can claim -- immediate practical benefit. Plus, Mr. Underhill's casual writing style is easy to read. My only critique is that the middle third of the book gets a bit dull and repetitive, but the first and last thirds are wonderful.

In short, I would highly recommend "Why We Buy" to anyone who works in retail, whether you're in the front office or on the front lines. I would not recommend it to people in academia as it probably will not provide the "scientific" substance that you're looking for.