There was a time when film labs and dry cleaners seemed very similar: smelly, devoid of retail experience, defined by pounds of wash and roll counts; customer satisfaction was only as good as your last stain free shirt or well developed print.
In those days customers were acquired, or lost, when their commute intersected with your front door.
I often make this comparison to illustrate just how far the business of pictures has come; the toolkit required for success today is so vastly different and contains customer experience, merchandising, marketing (beyond coupons), and customer coaching.
Alas, it seems dry cleaners are about to enter a new era that will change their business for ever. Read this story in the NY Times. If you're an evolved retailer you know what's ahead for dry cleaners!
-Ravid
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