in-store tech

How Lush is raising the bar for in-store experience

With over 1,000 stores across the globe, cosmetics business Lush is no longer an underdog. Once considered a somewhat niche brand – with an odd mix of ethical dedication and a decidedly sunny personality to promote it – it has since broken through to the mainstream.

Today, it’s widely thought of as one of the most progressive and innovative brands around – especially when it comes to customer experience.

How shopping malls are enticing consumers offline

I recently listened in on a meeting of Econsultancy’s Digital Advisory Board – attended by an invite-only group of C-Suite marketers.

As you might expect from the group (which included people from a number of different industries) – the subject matter was varied. However, one thing that particularly stood out to me was the topic of consumer loyalty. 

I beg you, retailers, don’t digitize the in-store customer experience

Online shopping is eating into physical store visits – that much is obvious if you watch any news bulletin about Black Friday.

Footfall for Black Friday 2016 in the UK was down 0.7% on 2015, according to IPSOS.

Look at the latest ONS retail sales figures (for November 2016), and you’ll see that in the UK, online sales made up 15.8% of total retail sales. That’s almost 25% year-on-year growth.

In-store tech: the screen in the corner that nobody wants to use

We’re obsessed with the evolution of the shopping experience.

Established retailers are trying to learn more about their customers’ shopping habits. The ones getting it wrong are trying to mash tech and the store together into one unwieldy omnichannel concept that turns the customer cold.

This can be summed up as “the screen in the corner that nobody wants to use”.

Ted Baker’s virtual store: what is the point?

The British luxury clothing retailer Ted Baker has been striving to integrate digital technology into its high street stores in increasingly innovative ways.

From mannequins communicating product information in-store via an enabled app, to motion sensor enabled LCD screens in shop windows that allow passers-by to play interactive games, Ted Baker clearly isn’t afraid of digital transformation.

Can retailers bring personalisation from clicks to bricks?

A personalised online shopping experience powered by simple data collection is rapidly becoming a must-have for retailers.

In the past year alone, there was a spike in customer expectations for personalisation across all shopping channels and it became critical for retailers to innovate in terms of customer experience in order to keep those shoppers engaged.

Recommended products and wish lists have become commonplace online, but can this model of personalisation transfer to bricks-and-mortar?

Concept stores: what do they mean for customer experience?

After the demise of HMV, many were quick to plan the future of retail.

Econsultancy got in on the act, too, suggesting ways in which the internet could save the high street.

The consensus seemed to be that experiences on the high street would be more important than mere commerce. Why go into a store if the journey of finding a product and taking it to the till to pay is as boring as it is online?

Over the past three years or so, I think we have seen the resurgence of the concept store. In fact, I think retail has woken up to the value of service, great product display, interactivity, digital technology and a great shopping experience.

Here, I’ve taken a look at some of the concept stores out there, and what they mean for customer experience.