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]
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)
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)
Ownership is one of the most powerful psychological concepts in consumer marketing. Once a consumer “owns” a product, they become a zealous advocate and defender of their purchase decisions (listen to a MAC vs. Windows debate some time). Retail Designers go to great lengths to trigger this “Endowment Effect” in shoppers even before they buy.
So I thought Powell’s Books offer to create a digital photo of visitors in front of the landmark book retailer, with their own name on the marquee, is a brilliant way to make visitors feel like the own the brand. (more)
The PR folks at Microsoft have to be feeling pretty good. On March 26th Fortune Magazine and others reported that Microsoft’s often hyped multi-touch user interface product, Surface, would not be ready for consumers until 2011. Less than a week later, AT&T Wireless stores and Microsoft announced that Surface would be going live in select AT&T Wireless stores on April 17th (via Engadget, CNET, and BoyGenius). (more)