Category: customer-engagement
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Body Shop: Rough-diamonds should never be over-polished!
in branding & visual communication, brave-words, customer experience, customer service, customer-engagement, disruptive retail, ethical retailing, health & beauty, impulse retailing, in-store services, packaging, product suppliers, recycling, retail, retail brand heritage, retail businesses, retail management, retail organisations, retail strategy, store theatre, sustainability, telling product storiesWhere do you begin with the story of Body Shop. So many twists and turns, and so many lessons. Anyone who remembers the 1980s and 1990s experienced a totally new retail concept. Body Shop was way ahead of its time in the world of conscientious cosmetics and toiletries. It was primarily a producer, ensuring that…
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Swimming with the current: Gymshark’s coffee conversations
As you may already be aware I am a huge fan of Gymshark, the gym wear producer and retailer. There are so many things to learn from the rags to riches business that began in a garage 10 years ago and is now valued at over $1 billion. I’ve been following their press during their…
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Trust M&S to be ‘Positively Dissatisfied!’
in assortment structure planning, branding & visual communication, customer experience, customer service, customer-engagement, disruptive retail, fashion accessories, food & drink, home, ladies fashion, multi-category, omni-channel retailing, retail, retail brand heritage, retail businesses, retail management, retail organisations, retail strategy, store experience, store operationsI remember this story from the halcyon days of M&S. That when customers bought food from M&S and it didn’t taste amazing, they immediately thought their cooker was not working properly and called an engineer. Of course this may well be folklore. However it does illustrate the level of trust that M&S commanded, and it…
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What customer perceptions do you want to change, or strengthen? ’52 Steps to the Perfect Shop!’
in analytics, branding & visual communication, customer experience, customer-engagement, location strategy, meaning in the retail madness, pop-up stores, retail, retail brand heritage, retail businesses, retail management, retail organisations, retail strategy, shop of the future, store experience, store theatrePost No.02 in the weekly newsletter series: ‘52 Steps to the Perfect Shop!’ You too can have ‘The Perfect Shop’ by this time next year! The second stage of preparing our vision for our new shop is to consider the customer, both existing and potential new ones. Certainly if you are a pureplay entering the…
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Who do you think you are? ’52 Steps to the Perfect Shop!’
Post No.01 in the weekly newsletter series: ‘52 Steps to the Perfect Shop!’ You too can have ‘The Perfect Shop’ by this time next year! When you create and deliver a new shop concept, your ‘Shop of the Future’ if you like, it is an incredibly complex process. It involves…it should involve many different stakeholders.…
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How and where to invest in the circular supply chain
in assortment structure planning, branding & visual communication, customer-engagement, disruptive retail, ethical retailing, fast fashion, meaning in the retail madness, new retail, pre-loved, preorder, product suppliers, pureplay, re-sell, recycling, renting, retail, retail businesses, retail management, retail organisations, retail strategy, secondhand, sustainabilityGreater than the disruptive markets we operate in, is the disrupted world that we live in. Time has long passed, from when a sustainable initiative was not much more than a smart marketing strategy. Sustainability has now irreversibly developed into something essential to establish commercial traction with many customers. Responsibility for sustainability has also shifted,…
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Time for us to create our own certainty in this world of retail uncertainty.
If there has always been one certainty in the retail industry, then it is uncertainty. We deal with customers who are unpredictable. We forward guess every season in terms of what we should stock in the hope we can sell it. We are at the mercy of the weather, the geo-politics of the world and…
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Where is your sales growth going to come from this year?
in assortment structure planning, branding & visual communication, customer experience, customer service, customer-engagement, ethical retailing, food & drink, health & beauty, in-store services, meaning in the retail madness, personalisation, retail, retail businesses, retail management, retail organisations, retail strategy, social savvy, store theatre, sustainability, telling product storiesWe are already in autumn, an important time of year for planning the commercial growth of our retail businesses. We may be considering extending our assortments, planning new product ranges, growing our human resources, even contemplating opening new physical shops and online sales channels. Growth can come in many ways to achieve these crucial additional…
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Rapha: A renaissance in cycling
in accessories, assortment structure planning, branding & visual communication, customer experience, customer service, customer-engagement, disruptive retail, food & drink, in-store services, internationalisation, leisure & sport, new retail, omni-channel retailing, product suppliers, retail, retail brand heritage, retail strategy, shop of the future, social savvy, store experience, store theatre, telling product stories, visual merchandisingThe lessons for us all: “Never treat your customers as a commodity but as a community. To have a community you must have common passions, missions and values. You must believe and mean something to your customers. And you must re-establish and re-enforce that meaning in everything that you do.” Rapha Performance Road wear is…
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Nobody’s Child: Everyone’s favourite sustainable partner
in customer service, customer-engagement, disruptive retail, ethical retailing, fashion accessories, footwear, ladies fashion, meaning in the retail madness, new retail, omni-channel retailing, Pinterest Gallery, product suppliers, recycling, retail, retail strategy, social savvy, supply-chains, sustainability, telling product storiesThe lessons for us all: “Modern retail is too complex for a single business. Collaboration is essential for success. Collaboration through the complete supply chain from growers to retail partners. To be sustainable there is no alternative!” Nobody’s Child is a responsible brand on a mission to bring beautiful fashion to every woman, everywhere without…
Stay in touch with our…
’52 Steps to the Perfect Shop!’
weekly newsletter
For everyone looking to improve their physical shops,
or even thinking of opening their first pop-up or permanent shop,
we have written the ’52 Steps to the Perfect Shop!’ weekly newsletter, delivered direct to your inbox.
You too can have ‘The Perfect Shop’ by this time next year!