How to Make a Retail Success

I’ve wanted to share my Customer Experience philosophy, and in particular how I learned it through a series of adventures in retail, for many years. I’m delighted to have had the opportunity to do so in a recent interview with Museums + Heritage Advisor magazine, which you can read here.

Always Be POSITIVE: Secrets of Customer Experience Success

My latest newsletter gives me the opportunity to share an interview I gave to Museums + Heritage Advisor magazine, sharing some of the lessons I’ve learned developing retail concepts for Buckingham Palace, the Tower of London, and other prestigious organisations over nearly 30 years.

I also share Baroness Karren Brady’s “6 Key Ingredients for Success”, gleaned from her appearance at the Spring Fair in Birmingham.

They Don’t Make ’em Like That Any More

“[Sir Ken Morrison] showed us all the importance of aiming high but never forgetting the practicalities of life and the humanity of those we deal with.”

These words encapsulate the essence of great retailing, great business and great Customer Experience. Ken Morrison was an innovator – for example he built Morrisons on a model of vertical integration, directly controlling many of its food suppliers, and developed the Market Street concept of retail theatre combined with expertise directly available to the consumer.

All You Need for 2017

My first newsletter of 2017 has a new look and a new focus. It’s inspired by a quotation given to me by my friend, futurist Nick Price:

“Customer Experience isn’t simply the quality & arrangement of assets. It’s their orchestration.”

So this month’s newsletter reflects three aspects of my mission:

“I help organisations orchestrate their assets so that everyone and everything plays to their full potential.”

Is it really the end of the high street store? 

Capgemini’s Digital Transformation Institute report “Making the Digital Connection: Why Retail Stores Need a Reboot” consulted 6,000 consumers and 500 retail executives from nine countries. The conclusion:

Customers are simply not getting what they expect from an in-store experience.”

Not only did 40% of respondents describe going shopping as “a chore”, amazingly, over one third would prefer to figure-6-2-systems-for-listening-to-customers stay at home and wash the dishes!

What a sorry state of affairs.

Triple Your Customers’ Joy! Part Two: The final piece of the ‘Value Jigsaw’.

The visitors have left the building! What happens next?

In Part One of this guest blog post series we looked at ways to build anticipation for your customers to maximise the value you give even before you meet them in person.

Today I want you to think about what happens after your visitors have gone back home. How can you keep your relationship going and entice them to return again?