Category: customer service
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My exciting collaboration with the London College of Fashion
in assortment structure planning, branding & visual communication, customer experience, customer service, customer-engagement, disruptive retail, fashion accessories, footwear, jewellery, ladies fashion, location strategy, meaning in the retail madness, menswear, new retail, omni-channel retailing, pop-up stores, recycling, renting, retail, retail brand heritage, retail businesses, retail management, retail organisations, retail strategy, space management, space planning, store experience, store layout, store theatre, sustainability, telling product stories, visual merchandising, windowsPleased to announce that I’m working with the London College of Fashion this Autumn, as part of their Collaborative Challenge Industry Partner Programme. The fashion industry is more exciting and dynamic than ever. Students entering this world, across a wide range of disciplines, now need to be fully prepared and be able to collaborate and…
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If galvanising your workforce is your main objective as a retail leader, then consider this checklist…
The road to achieving a fully-functional modern retail business with an empowered workforce is not an easy one to take, or a simple one to execute. Success comes through addressing a wide variety of issues and activities. Encouragement and empathy are a good start but they will only ease the journey, not get you to…
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Empowering & Organising Retail People: Bringing ‘Meaning to the Retail Madness’
Retail has a chequered history of human resource management, to say the least. Sadly, some of us will still remember the aggressive cultures that used to pervade the offices of some our biggest retail businesses. Even recently, I have experienced the painful charting of an executive hierarchy, stating with precision who is more important than…
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Don’t you think that beautiful shop experiences always come from the people who work there?
Don’t you think that genuine, beautiful shop experiences always come from the people who work in the shop? In other words, the most important thing in retail is people. I have always loved shop design. There is something magical in the creative impact from colour, materials, lighting, and textures. I admire it to this day,…
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Just Eat, does ‘reading between the lines’ ruin your appetite?
in branding & visual communication, customer experience, customer service, customer-engagement, disruptive retail, food & drink, meaning in the retail madness, new retail, omni-channel retailing, product suppliers, retail, retail businesses, retail management, retail organisations, retail strategy, social savvy, supply-chainsJust Eat, does ‘reading between the lines’ ruin your appetite? With brands communicating such a ‘plethora’ of data and performance statistics, it seems transparency is not only an issue with sustainability, but with performance itself. Whilst it cannot be argued that Just Eat is narrowing its losses, marginally increasing its revenue, and increasing its sales…
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So, ‘clothing rental’ is only commercially viable for expensive outfits worn on posh occasions? Think again!
in accessories, customer service, disruptive retail, fashion accessories, impulse retailing, ladies fashion, meaning in the retail madness, new retail, omni-channel retailing, product suppliers, recycling, renting, retail, retail businesses, retail management, retail organisations, retail strategy, supply-chains, sustainability, value retailingSo, ‘clothing rental’ is only commercially viable for expensive outfits worn at posh occasions? Think again! To make clothing rental work it must be a commercial success for both the retailer and the customer. If either party loses out, then the business model will simply not work. With that in mind, perhaps you’ve been under…
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‘Selling-our-Souls’ for product salvation
in analytics, customer experience, customer service, customer-engagement, disruptive retail, health & beauty, in-store services, leisure & sport, meaning in the retail madness, new retail, omni-channel retailing, personalisation, retail, retail businesses, retail management, retail strategy, sales promotions & events, social savvy, store experience, technology & electrical, telling product stories, visual merchandising‘Selling-our-Souls’ for product salvation Certainly, for those amongst us not born with a mobile in our hands, the thought of giving away our personal data and intimate thoughts and activities to brands and retailers sometimes seems quite shocking, intrusive at the very least. We spend our lives opting out of data sharing whenever we take…
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Bloom & Wild: Delivering a fragrant revolution
in branding & visual communication, customer experience, customer service, customer-engagement, disruptive retail, home, meaning in the retail madness, new retail, omni-channel retailing, packaging, personalisation, product suppliers, retail businesses, retail management, retail organisations, retail strategy, supply-chainsBloom & Wild: Delivering a fragrant revolution I’d recommend that we all spoil ourselves with flowers. Not, for the hell of it, and not any flowers. Just those delivered by Bloom & Wild. Bloom & Wild are now relatively established, however it does us no harm to remind ourselves of the reasons for their success so…
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Community Tesco: ‘Chatting up’ the locals
It’s not that I have ever had any bad experiences with Tesco, but I’ve never really connected with them as a brand either. I told them as much when I met them a while ago to discuss opportunities for their Tesco Express shops. Despite having the premise of being ‘local’ there really was nothing much…
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How to think & act like a ‘Digital-first’ brand or retailer
in analytics, branding & visual communication, customer experience, customer service, customer-engagement, disruptive retail, meaning in the retail madness, new retail, omni-channel retailing, personalisation, retail, retail businesses, retail management, retail organisations, retail strategy, social savvyWhat even is a digital-first brand or retailer? What does digital-first actually mean? In essence, it is the culture and the practice, of putting digital considerations of every kind at the forefront of strategies and operations. To be digitally-led. To be digital-first. It is the key for every business now. And it is equally essential…
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