Category: customer experience
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iNTIMATE Relationships: a C-change for Apple
in branding & visual communication, customer experience, customer-engagement, disruptive retail, in-store services, internationalisation, new retail, omni-channel retailing, packaging, personalisation, Pinterest Gallery, pop-up stores, retail, retail brand heritage, retail businesses, retail management, retail organisations, retail strategy, shop of the future, social savvy, space management, space planning, store layout, store theatre, technology & electrical, telling product stories, visual merchandising, windowsA new hero, in a new era, for Apple, heralded into the temples of temptation with a spectrum of colour and metallic glow that is the choice of plenty for the advocates of the new C-phone. The stores are not just a testament to the skill in the introduction of the new but very much…
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Hackett’s Special Place: Popular Pinterest Gallery by Demand
in accessories, branding & visual communication, customer experience, customer service, customer-engagement, fashion accessories, food & drink, footwear, in-store services, internationalisation, kids fashion, leisure & sport, location strategy, luxury, menswear, Pinterest Gallery, retail, retail brand heritage, retail businesses, retail management, retail strategy, space management, space planning, store experience, store layout, store theatre, telling product stories, visual merchandisingHackett’s new home is where the heart is. Moving 200 yards along Regent Street has taken the lifestyle retailer a million miles to a three level elegant emporium combining space to breathe with intimate corners and surprises around every eloquent elevation. Flagship brand distinction, engagement on an emotional level is the name of the Hackett…
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Retail Stores or Retail Brand: What drives customer loyalty?
It’s an interesting discussion. What drives a customer to a specific shop? Is it the individual store itself and the experience in it? Or is it the wider retail brand and its portrayal to the customer? It’s particularly relevant because currently everything in retail is up for change. Loyalty is in the balance. So, lets take…
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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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