What you'll learn in this book

Discover in-store secrets that will help you thrive and bypass the retail apocalypse

In this groundbreaking book about winning back the modern customer, Amy Roche describes the ‘experiments’ she performed in her own retail store. In The Retail Experiment you’ll learn how to:

  • Leave behind old retail methods and mindsets that no longer work
  • Understand, value and engage with the modern customer
  • Evaluate and capitalize on the changed shopping environment
  • Market to and communicate with customers in fresh new ways
  • Make your store an exciting place to visit
  • Appeal to the emotions of your customers
  • Successfully position your business in the ‘experience economy’

Amy examines winning strategies, pitfalls and the five strategies she discovered that drew customers in like magnets, increasing visitation, sales and overall engagement.

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  • Uncover the biggest mistakes retailers make in the experience economy
  • Discover major psychological changes affecting consumer behaviour and why they are wreaking havoc on your store and figures
  • Learn about the 5 major shifts transforming your in-store environment
  • Understand how much money you are leaving on the table by not pursuing and fostering in-store engagement.
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About the author

Amy Roche is a retailer, marketer and in-store customer experience engineer with a passion for helping retailers re-connect with customers. She’s been in the retail and marketing industry in Australia and the US for 20 years, owning a 2500sqm retail store for 11 years of that time.

She’s a speaker, author, and director of Retail Rockstars – a retail marketing platform, that’s at the ‘execution end’ of in-store experience for retailers.  Specialising in live in-store events and experiences for retailers customers. Her unique experts or ‘Rockstars’, inspire or educate ideal customer segments. Retail Rockstars create, manage and market the entire experience from start to finish.


Who is this book for?

It’s for retail leaders and innovators; owners, franchisee’s, marketers and store managers.

It’s for the retail professionals who want to play a bigger game. One that is certainly more rewarding not only for your ideal customers – but also for you and your team.

If you’re struggling with;

– falling visitation, sales and customer dwell times

– low engagement (EDM open rates, social, CTA’s)

– increased competitive threat and pricing pressures

– falling profitability

– or struggling with overall loyalty


If you’re a retail leader looking for fresh ways to win back the modern customer – this book is for you.

The Retail Experience

Table of Contents:

Understanding the New Customer
Changed Shopping Environments
The Value of Customer Engagement
The Retail Experiment, Hypothesis, Setting the Scene, Fails and Big Wins
Becoming more than a Sales Machine
Experience & Engagement; Counter Intuitive for Retailers
Humanising your Store
Dr Google Versus Actual Experts
Localisation and Nationalisation Trends
Experience Shaping our World
Discovering the Steps in Your Customer Journey
The Importance of Retail Storytelling
Using Stories like a Pro
Pack a Punch with Events
Events: Bringing it all Together
Retail Revival Conclusion
The Retail Experience

Why you should buy this book

Winning Back The Modern Customer

Have you been spending more than ever on marketing, but feel your customers are responding less? Have you been generous with your customers, giving them bigger discounts, loyalty programs, the best-trained staff and helpful emails, but you still don’t get a response – no engagement?

Engagement is paramount for any type of retailer. In fact according to the Rosetta Customer Engagement Survey,

“highly engaged customers buy 90% more frequently, spend 60% more per transaction and have 3x the annual value compared to non-highly engaged customers.”

Recent psychological and sociological research indicates a huge swell of isolation, narcissism and anxiety and this plays a large role in how and why people shop and buy.

As retailers, we must design our in-store experience with these new findings at heart. Those who can’t empathise and respond to the modern customers’ problems will be left behind.

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