Category: customer experience
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Selfridges Designer Street Room: “Strategies behind the Scenes”
For several years Selfridges strategy has been to create flexible and dynamic spaces.Each space is a complete concept. Built around the assortment it includes the music, installations, fixtures and fittings.Down to display techniques and up to showcase features such as the Skate Bowl. The spaces are customer focused “end-use” propositions such as the Designer Street Room…
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Waterstones Social Club: Actions Speak Louder than Words
Yet another survey was published last week showing how the number of closing retail stores on the high streets of the UK significantly outweighs those opening. Sad as that is, it’s no surprise to anyone in the current omnichannel climate. What is surprising is that the store category with the healthiest number of openings, compared…
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Selfridges Designer Street Room: A Pavement Perspective
As you’d expect there’s been a bit of a media blitz surrounding the appearance of a Skate Bowl in the middle of Selfridges flagship store on Oxford Street. Never one to shy away from innovation it is nonetheless a refreshing story, a positive spin on the department store sector. Whilst the Skate Bowl is sensational…
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The Consumer is Dead: Long live the Retailer Community
The Consumer is Dead: Long live the Retailer Community Consumer is such a terrible way to describe the people who come into our stores and spend money with us. It’s equally inappropriate and impersonal even for those who never dare to darken our doorways. Consuming is a process of devouring without consideration. Power stations devour…
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Lush: Creating Communities and always in Conversation
Lush: Creating Communities and always in Conversation Even those customers who would never consider crossing the threshold of a Lush store, never mind investing in a bath-bomb or a slice of specialist soap, are charmed and engaged by the customer experience they find. I’ve accompanied many clients and colleagues to stores and what astounds them…
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From Foyles to Anthropology: The “Lure” of Eccentric retailing
From Foyles to Anthropology: The “Lure” of Eccentric retailing Last week, in a further example of market consolidation, the UK’s leading book retailer Waterstones bought up the Foyles bookstore business. This included the famous Charing Cross Road store, recently moved and re-furbished. The stories surrounding Foyles are no less than retail folklore. They help to…
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Generous retailing: A little goes a long way!
Generous retailing: A little goes a long way! Take 2 petrol stations, located only 100 metres apart. Let’s say for example BP and Shell. They are both recently refurbished with spacious forecourts and shiny new stores. They both collaborate with recognised retailers appealing to a similar customer. Let’s also say Marks & Spencer & Waitrose.…
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The Benefits of Digital Signage
The Benefits of Digital Signage: No. 1 Creating Store Atmosphere I’ve always spoken about looking at the physical retail store as 2 parts. There is the “Brand Box” which is the hard, expensive and permanent shell which includes the materials, flooring, lighting and fixtures & fittings. Then there is the “Dynamic Content” which includes…
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The Golden Age of Retail Personalisation: 100 years ago
Lest we get ahead of ourselves and think that we have invented the retail wheel through our technological mastery its worth reflecting that certainly up until today the golden era of retail personalisation was in a time before even H.G. Wells envisaged the role that computers would play in our lives. And should we consider…
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Customer Experience Analytics: Which comes first…the Chicken or the Egg?
Which should come first, the chicken or the egg? How long will the chicken stay for, where will she go, and how many eggs will be in her basket? The answers to customer experience analytics still seem tantalisingly out of reach for many retailers. This year’s RBTE event at Olympia had its fair…
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