One of the biggest issues I see in customer experience today is a mismatch between “the retail brand” and “the experience”. However, using a customer experience compass (metaphorically) can help inform which experiences you should invest in and which ones you should leave alone. Since psychology is all about understanding how people behave, feel…
DetailsBricks are back, baby! These award-winning retailers are using their physical storefronts to not only enamour and engage customers but to connect with their customer community in profound and experiential ways. Global Experience Study Recently, the Freeman Global Brand Experience Study found that if data is the fuel that powers the marketing mix, then experience and…
DetailsUnderstanding your brand archetype is critical in engineering cohesive and positively delightful customer experiences. It’s important to clearly understand which customer experiences make sense for your brand personality and which ones – despite being ‘on-trend’ – you should stay clear of. Customer Experience is not about trends – it’s about revealing and bringing your…
DetailsLet’s face it; using the term “customer experience” can be like opening up a can of worms in retail. For some, it’s simple, but it’s incredibly complicated for others. Since psychology is all about understanding how people behave, feel and think, it’s a great place to turn when delivering the best experience for our beloved…
DetailsAs we wake up from our looooooong COVID hibernation – Halloween, one of my favourite times of the year is upon us. So, here’s five ideas on how to wake up and re-engage and Treat your customers and get them back into the store. >>> Treat 1. Acknowledge What We’ve ALL Just been through…
DetailsWe all need a little waking up don’t we? I feel like the “Great Pause” has made me a bit sleepy and sluggish. Chances are, so are your customers. So, here’s five ideas on how to wake up and re-engage your customers and get them back into the store. While COVID-19 has…
DetailsCustomer experience and journey mapping are all the rage at the moment. But how do we go about creating magic moments for customers in-store? In my experience, the real force multiplier for brick and mortar stores comes from tapping into our own emotional and human needs – or what I like to refer to as…
DetailsGenerally, the term ‘experiential retail’ refers to a store in which ‘stuff’ happens in addition to selling, and shoppers do things besides just buying. In a previous post, I explained it as, “an experience given freely by a retailer to create some type of value for their customer. It may be educational, technological, emotional,…
DetailsIt’s true, 2019 is officially the year of the pig. Known for their chubby cheeks, pigs are the symbol of wealth in Chinese culture. Perhaps it’s not a coincidence then, that Chinese Zodiac identifies pigs not as wasteful spenders, but rather enjoyer’s of life. They especially love entertainment and experiences, which is fitting for…
Details2018 Retail Experience Wrap-Up (7.5min read time) Like everyone else in the world – even those not into retail experience, the early days of any New Year are a chance to reflect on what happened in ‘our worlds’. However, for those crazy enough to be in retail, it’s even more critical that we learn…
DetailsRecently while delivering a retail workshop I was approached with concerns around what retailers should be focusing on – marketing wise. After helping her, it made me think about how much our customers have changed both sociologically and psychologically. And how little we’ve adapted our messaging to reach them. Sure we have lots of…
DetailsThere’s always a big ‘to do’ with Mother’s Day. But on the eve of Father’s Day, I found 3 things you might not know about Father’s Day in Australia. In our household, I’m always extremely looked after on Mother’s Day. I have a thoughtful and loving husband and he makes sure I get spoiled.…
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