customer experience Archives

Digital Signage Summit 2018: Disrupting the Store Design Model

Tim Radley, presenting at the Digital Signage & Interactive Solutions Summit 8-45 a.m. – 24th September Radisson Blu Hotel, London Stansted https://digitalsignagesummit.co.uk Looking forward to speaking at this very interesting summit on Digital Signage and the Store Experience. It’s a very relevant subject for retailers so hoping to set out the main issues, benefits and pitfalls with the opening presentation of the conference. Look forwards to see you there,-

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. Their petrol prices are identical and matched daily. They both offer loyalty schemes both for-

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 share of new IT initiatives as well as more established applications, refreshed, re-invented and re-packaged.-

“Selling other Peoples’ Stuff! Is it the end of Generic Retailers?

The Daily Post:- 23rd May “Selling other peoples’ Stuff! The end of generic retailers? So what are the common threads amongst many of the retailers suffering in the current market climate? They’re certainly well publicized. Of course there are the issues with over-sized expensive store portfolios, a slowness to embrace omnichannel, a lack of consumer confidence and a dearth of disposable income…but certainly at the epicenter of the evolving shopping-

“Spoil you Staff with Space!” and “Your Space with Staff!”

The Morning Post:- 22nd May “Spoil you Staff with Space!” and “Your Space with Staff!” Many discussions I have been having recently on allocating space within stores. The whole model is changing from those large product areas, static stockrooms, over-spaced or unruly queuing areas and pitiful backroom facilities for staff to one that reflects not only the requirements of the shopper but in fact what generates the income. Or it-

Omnichannel Overload: Finding focus in a confusion of retail possibilities

Why is omnichannel the focus of retail? The short answer to this is because it’s what the customer wants, and never has the old adage “the customer is always right” been so apt or so accurate as in the consumer-centric world in which we now live. Customers want the convenience of the online world with the ability to browse, choose and pay in the comfort of their own homes, and-

Dark Sugars: Passion & Pride in Chocolate Heaven

Being passionate about chocolate wouldn’t rank as being unusual in our sweet toothed society, however converting an indulgence into a thriving business riding the crest of a chocolate wave for two decades takes more than simply applying recipes. Dark Sugars is destination number one for chocolate experiences in London, nestled appropriately on Shoreditch’s Brick Lane amongst the famous facades of its many frequented Indian restaurants. Decidedly sweeter though no-

Converse Relationship: Clever Footwork to Customer Loyalty

As part of VM-unleashed’s 10th anniversary year we take a look back at some retail milestones from the last decade and explain why each store’s message is as relevant for us today as it was then. Converse flagship store, New York City “Converse know who they are! The key to brand success in 2013 is the commercial and emotional maximisation of the brand personality. Converse is the best example of-

Lush for Life: Believing in the Body & Soul of Beauty

It’s not often that the atmosphere in a store is so real and tangible you can almost touch it and taste it. And whilst the assortment on offer may look good enough to eat in Lush, it is the experience which is something to die for and not a misguided mouthful of soap-suds. Complete strangers are struck instantly by the friendly welcome, the overwhelming enthusiasm of the staff, and-

“The Flow of Retail Passion!”

It is a very long way from the product drawing board to an exciting store full of inspiring stock and enthusiastic staff. The journey is complicated logistically, commercially, geographically and emotionally, and involves the passing of the product baton between many hands. First and foremost the outcome in terms of product proposition must be commercially complete incorporating all the processes and parameters that deliver an assortment plan that learns-