In August, KEEN opened their first branded retail store in the trendy Pearl District of Portland, Oregon. The 900 square-foot store called “the Garage.” A shoppers first impression is that this is a high-energy, fun place to shop. The overall customer experience is very favorable. [Read More]Continue
First generation customer experiences from retail location based marketing pioneers such as ShopKick and FourSquare leave something to be desired. Will these early experiences get shoppers excited and hungry for even better experiences, or will they be disappointed and become difficult to win back?
It’s understandable to “cut some corners” to get a proof of concept in the marketplace, but it’s vital to pick the right places to save effort. Marketers must deliver a compelling customer experience from day one! (read more)Continue
It’s been a remarkable day in the evolution of Location Based Marketing. The day started with ShopKick launching in 257 Best Buy stores; and ended with Facebook announcing a location based marketing solution.
Here is a recap to help you catch-up and my own predictions about where we will be going. (more)Continue
I live in a great urban retail district in Portland, Oregon called the Pearl. This week I was surprised to notice a new retail shop open in my neighborhood. Penzeys Spices is a 50 year old company that operates 48 stores and they do it quite well.
Their value proposition is that they provide high quality spices to the home cook, at affordable prices. The design of their retail stores is very consistent with that promise. (more)Continue
When you see something “not quite right” with a retail customer experience, one question that always comes up is if the mistake was in the design or the execution. Obviously one element of good design is that it can be easily executed in the store. If the fundamental flaw is in the design it means it’s going to be a flaw across an entire chain, while flaws in execution can be localized to one of more stores.
Walking my local OfficeMax this week, a few customer experience mistakes jumped out at me: (more)Continue
Do you ever need to know how many stores a particular retailer has or how fast they are growing? Here are some resources I use frequently: (more)Continue
IRI released some research last month that found most decisions to purchase “Store-Brand” product are made at the shelf-edge, as compared to “Name-Brands” which tend to be planned purchases.
This prompted a bit of discussion on LinkedIn with the old “70% of all decisions are made in store” statements being rolled out again. The reality is that purchase decisions are not a single magical moment of truth. Rather, they are the cumulative result of a huge number of previous experiences.Continue
In 1992, I was part of a team at Blockbuster Entertainment that imagined what the future of entertainment retail might look like. We believed that consumers wanted "Songs" rather than albums, and that long before video on demand was a reality in 300 million homes, it would be practical in 4,000 retail stores. We were naive enough to build the proof of concept. This was 9 years before iTunes was launched and the content owners weren’t ready to give up their inefficient distribution model. This is the promotional video we developed for the concept… at least I got to meet Dennis Miller.Continue
Imagine a shopper walking into a retail store, and holding their phone in front of the aisle. The phone’s camera instantly photographs all the products on the shelf, performs image recognition on the boxes, looks up competitive prices online, and color codes the image with the products that are a good deal.
Do you think that sounds like science fiction? It’s not.Continue
Vampire Power is the electricity that consumer electronics waste when they are plugged in and not turned on. In the case of handheld consumer electronics (such as phones and digital cameras), the wall chargers waste power, even when the actual device isn’t connected to them.
Recently AT&T began selling the Zero Charger that shuts itself off when a device is not connected. This made me wonder how significant vampire power is, so I did some quick math…Continue