Category: customer-engagement
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A Funny Thing Happened on the Way to Iceland: No joke for Department Stores
The Daily Post:- 6th August “A Funny Thing Happened on the Way to Iceland: No joke for department stores” So, a funny thing happened on the way to the shops. To be precise a couple of funny things with more to follow without doubt. Let’s move forward a few months and I’m making my way…
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Dyson: Designs on Disruption a Retail Lesson for Us All
The Evening Post:- 3oth July “Dyson: Designs on Disruption a Retail Lesson for Us All” For those people who have been in the retail business for more than a few years, or have been working in a traditional retail business for what might seem more than a few years, it must appear as though disruption…
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The Shop at Bluebird: A Playground of Wonders
One of the pleasures of shopping in the physical world is the joy of discovery. However it’s not often that you stumble upon a completely new concept store in central London, especially not a 1,500 sqm one. Welcome to “The Shop at Bluebird” nestled in Floral Street, a stone’s throw from Covent Garden Piazza. Described…
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The Golden Age of Retail Personalisation: 100 years ago
The Morning Post:- 4th June “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…
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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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“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…
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Death of the Salesman: Long Live Retail!
The Morning Post:- 14th May “Death of the Salesman: Long Live Retail!” Over the years, I have been in many meetings and discussions where the question has been asked…”What’s the difference between sales & marketing?” My best explanation is that in fact, it is the same process but approached from different perspectives. To coin the…
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The White Company: Living life in the Soft Lane!
There surely cannot be a better example of why online retailing will never replace the physical store than The White Company. The recent opening of the extension of Westfield London sees the latest incarnation of the home retailer, now lifestyle retailer, inviting the customer to literally dive into the sumptuous textures and fabrics that make-up…
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MissGuided: Heat Seeking Fashion Gets Physical
Born and bred online, young fashion retailer Missguided is now cutting its terrestrial teeth as it continues to roll out its physical flagship stores to major shopping centres in the UK. Full of attitude, high on fashion and riding a dynamic rollercoaster the task in hand was always to translate this successful e-commerce formula into…
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Westfield London: New footprints in Experiential Retailing
The Morning Post:- 27th March Westfield London: New footprints in Experiential Retailing Fresh back from viewing the advance guard at the extension to the Westfield London centre in White City. It is already impressive and will be spectacular, I have no doubt, when all the stores are open in a month or two. What you see in…