The Retail Experience DNA
Flywheel have recently created a new ebook for some of our retail clients, explaining how to design the in-store experience around customer insights. Click to read full screen or download the PDF.
How bricks-and-mortar stores struggle with digital service propositions
I always like hearing insights from actual employees about company philosophy. A recent forum post, in response to an article about Amazon’s increasing dominance over the publishing industry and a question about why there is no similar warehouse distribution competitor of the same scale, is quite revealing about how one of the most successful “bricks [...]
Could smartphones enable “Black Box” Ethnography?
Popular Mechanics recently published their harrowing account of the cockpit events of Air France 447, which mysteriously disappeared mid Atlantic in June 2009. When the black box was recovered, the real story of the events during a critical 25 minutes emerged that highlighted the real reasons the flight crashed. Crucially, it can be seen that [...]
The Too Fast Burger
One of our close associates, Kevin Bacon, recently told us an interesting story regarding his use of consultants when running The Restaurant Group, and how having an external viewpoint – especially when things are going well – can save a business. In the first four years running Frankie & Bennys, now a leading UK restaurant [...]
The Rise, Fall and Resurrection of the Nomadic Servicescape
The modern office, you know, was a fairly recent invention. It wasn’t until the early years of the 20th Century that we saw a tremendous growth in what was known from 1919 as “white collar” work , which was the early clerical and administrative work of the earliest office workers. Industrialists in the US such [...]
The Greatest Service Innovation No-One Uses
Jane is a mother on a mission: to buy all the food she needs to feed her little family over the next week. That little family, consisting of her two year old toddler, Layla, and her four year old brother, Robert, have come with her to the supermarket. Layla is excited at the sight of [...]
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