Category: in-store services
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2025: A year to safeguard your trust and keep your customers safe.
in assortment structure planning, branding & visual communication, brave-words, customer experience, customer service, customer-engagement, ethical retailing, food & drink, health & beauty, high street planning, in-store services, leisure & sport, location strategy, meaning in the retail madness, new retail, personalisation, retail, retail businesses, retail management, retail organisations, retail strategy, shop of the future, store experienceJanuary is not many people’s favourite month of the year, unless you work for a credit card business, I guess. But the start to 2025 has been a particularly bad one, with horrendous fires in Los Angeles and Ghana, and our own problems with flooding and storms closer to home. Of course, there are always…
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More Lush. More fun than ever!
in assortment structure planning, branding & visual communication, customer experience, customer service, customer-engagement, health & beauty, impulse retailing, in-store services, packaging, Pinterest Gallery, retail, retail businesses, retail management, retail strategy, shop of the future, space management, space planning, store experience, store layout, store theatre, telling product stories, visual merchandisingUntil last week my favourite and most fun shop experience would have been the Lush shop on Oxford Street. It isn’t anymore. It’s the new Lush shop on Longacre in Covent Garden! The new concept takes everything that has always been so special about the Oxford Street experience and has wrapped it up in a…
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Never Knowingly Underestimate John Lewis!
in branding & visual communication, customer experience, customer service, customer-engagement, in-store services, multi-category, omni-channel retailing, pop-up stores, retail, retail brand heritage, retail management, retail organisations, retail strategy, sales promotions & events, store experience, store theatreI’m not the only one to be impressed by the new John Lewis Christmas adverts. They are certainly a ‘nod’ backwards to their Christmas campaign peak years, a decade or so ago, but they also signal an exciting shift in strategy, and a bright future for this most trusted of brands. Listen to what I…
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Body Shop: Seeking a change in fortune for this rough-cut diamond
in branding & visual communication, brave-words, customer experience, customer service, customer-engagement, disruptive retail, ethical retailing, health & beauty, impulse retailing, in-store services, packaging, product suppliers, recycling, retail, retail brand heritage, retail businesses, retail management, retail organisations, retail strategy, store theatre, sustainability, telling product storiesWhere do you begin with the story of Body Shop. So many twists and turns, and so many lessons. Anyone who remembers the 1980s and 1990s experienced a totally new retail concept. Body Shop was way ahead of its time in the world of conscientious cosmetics and toiletries. It was primarily a producer, ensuring that…
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Time for us to create our own certainty in this world of retail uncertainty.
If there has always been one certainty in the retail industry, then it is uncertainty. We deal with customers who are unpredictable. We forward guess every season in terms of what we should stock in the hope we can sell it. We are at the mercy of the weather, the geo-politics of the world and…
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Where is your sales growth going to come from this year?
in assortment structure planning, branding & visual communication, customer experience, customer service, customer-engagement, ethical retailing, food & drink, health & beauty, in-store services, meaning in the retail madness, personalisation, retail, retail businesses, retail management, retail organisations, retail strategy, social savvy, store theatre, sustainability, telling product storiesWe are already in autumn, an important time of year for planning the commercial growth of our retail businesses. We may be considering extending our assortments, planning new product ranges, growing our human resources, even contemplating opening new physical shops and online sales channels. Growth can come in many ways to achieve these crucial additional…
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Rapha: A renaissance in cycling
in accessories, assortment structure planning, branding & visual communication, customer experience, customer service, customer-engagement, disruptive retail, food & drink, in-store services, internationalisation, leisure & sport, new retail, omni-channel retailing, product suppliers, retail, retail brand heritage, retail strategy, shop of the future, social savvy, store experience, store theatre, telling product stories, visual merchandisingThe lessons for us all: “Never treat your customers as a commodity but as a community. To have a community you must have common passions, missions and values. You must believe and mean something to your customers. And you must re-establish and re-enforce that meaning in everything that you do.” Rapha Performance Road wear is…
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Petit Pli: One giant leap in space-age fashion
in assortment structure planning, customer service, disruptive retail, ethical retailing, fashion accessories, footwear, in-store services, internationalisation, kids fashion, ladies fashion, leisure & sport, meaning in the retail madness, new retail, omni-channel retailing, packaging, personalisation, Pinterest Gallery, retail, retail businesses, retail strategy, shop of the future, store experience, supply-chains, sustainability, telling product storiesThe lessons for us all: “Petit Pli is born from innovation and invention and has created unique materials & products that make it unique. But it is essential that every retailer also lives continuously with innovation and invention. In the best and worst of times continually look forwards to be new, newsworthy and interesting for…
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Bike Shed Motorcycle Club: Revving up Community
in assortment structure planning, customer experience, customer service, customer-engagement, disruptive retail, fashion accessories, food & drink, footwear, health & beauty, in-store services, internationalisation, leisure & sport, location strategy, menswear, multi-category, new retail, omni-channel retailing, Pinterest Gallery, retail, retail brand heritage, retail businesses, retail organisations, retail strategy, social savvy, store experience, store theatre, telling product storiesThe lessons for us all: “You can teach people how to be successful at retailing, if they have the passion. But it’s much more difficult to teach ‘Passion’ even to people who know how to buy & sell. People really love to buy passion, today!” The Bike Shed Motorcycle Club started in November 2011 as…
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House of Hackney: Home for inspiration.
in accessories, branding & visual communication, customer experience, customer service, customer-engagement, ethical retailing, home, in-store services, internationalisation, location strategy, luxury, new retail, omni-channel retailing, Pinterest Gallery, product suppliers, retail, retail management, retail organisations, retail strategy, shop of the future, store experience, store layout, store theatre, sustainability, telling product stories, visual merchandisingThe lessons for us all: “To build a beautiful retail proposition that engages and attracts remarkable loyalty and trust, a business must move beyond product and price, no matter how attractive. Beauty and loyalty now come through the incarnation of a mission, of values and qualities that are expressed through product, people, environments and actions.”…
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For everyone looking to improve their physical shops,
or even thinking of opening their first pop-up or permanent shop,
we have written the ’52 Steps to the Perfect Shop!’ weekly newsletter, delivered direct to your inbox.
You too can have ‘The Perfect Shop’ by this time next year!