The Stacking Benjamins Show

Magic and Logic: How Lew Frankfort Built Coach (Plus: Don't Make This Retirement Mistake (SB1772)

10 snips
Dec 10, 2025
Lou Frankfort, former CEO of Coach and author of 'Bag Man,' shares his journey from city hall to transforming Coach into a global brand. He introduces his 'magic and logic' leadership framework, emphasizing curiosity over confidence in decision-making. Lou discusses the importance of preparation, customer empathy, and designing a memorable retail experience. He also offers insights on retirement planning and avoiding overspending in that pivotal first year. His experiences highlight the balance of intuition and data-driven strategies in achieving meaningful success.
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INSIGHT

Magic And Logic Framework

  • Lou Frankfort defines "magic" as vision, belief, imagination, instinct, and immersive curiosity that generate possibilities.
  • He defines "logic" as data, consumer insight, transparency, collaboration, and adaptability that execute those possibilities.
ANECDOTE

Undercover Research Before Joining Coach

  • Lou pretended to be a business reporter to research Coach before joining and discovered a cult-like customer base and product scarcity.
  • That research led him to build direct-to-consumer tools like a catalog and the first Coach store in 1981.
ADVICE

Make Stores Immersive And Human

  • Design customer experiences to be sensory and narrative-driven, like using leather smells and storytelling in stores.
  • Spend time in frontline locations and train staff to treat customers like guests to build loyalty.
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