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 [...]
When in-store technology fails at the first hurdle
At the new Westfield Stratford last week, I was excited to see an iPad discovery zone within the new Topman store. It consisted of four iPads, two on each side of a wooden table, with the words “Touch Screen to Start”. I touched the first iPad, ready to be amazed, and after a short delay [...]
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 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 [...]
Experience Consistency
For nearly ten years, I have been a customer of LA Fitness. Despite the fact I tend to visit one particular club on my London commute route, I’ve used about five different LA Fitnesses over the years. This morning, I tried a different one, nearer to my home (although still a good 25 minute drive), [...]
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