Michelle M Collins’ Post

Loved seeing this article from Fast Company and Elizabeth Segran, Ph.D. about the “rebirth” of bricks & mortar retail. Especially loved its relevance to bricks & mortar visitor centers, which many have proclaimed the death of for years. Just. Not. True.   But like the retail stores in this article, visitor centers DO need to continue to evolve to meet changing consumer needs. As the article says, retail stores “are coming up with other ways to get customers in the store and keep them engaged,” and “offering experiences that are directly relevant to the customers’ shopping visit.” DMOs need to seek out experiences directly relevant to what their visitors need.   The idea of “unexpected surprise” should also be a principle for any visitor center – as Todd Snyder says about the retail experience he creates, “There’s always an element of discovery when you enter our stores.”   And visitor center staff are also key to its success – gone are the days when staff could just be “librarians of brochures,” pointing visitors to the sections on restaurants, or attractions. Boll & Branch founder and CEO Scott Tannen “says that the most important decisions have to do with the people they hire, deploying their in-store staff in all kinds of unconventional ways.”   Finally, DMOs and visitor centers must adopt the same mentality that Boll & Branch subscribes to, “customers who shop in store tend to spend more with the brand and keep coming back in the future.” Give visitors a great center experience, and you have chance at increasing how many days they stay, how many things they do, and how much money they leave behind in your destination. As Tannen reiterates, “Great service is what creates loyal customers.” Same goes for visitors. Destinations International #destinationmarketing #dmo https://lnkd.in/gcz_dCp7  

I love a well made bed and the joy of coming home daily to a bedroom ready to rest and recharge. However, I am challenged in the art of folding and placing sheets on my bed. Love this story of how retail is back and brands are focused on the needs of the customer. Boll and Branch is on to something because there are thousands of consumers like me that need help with setting the bed properly. Especially since we invest so much money in our sheets! "As Boll & Branch expands its brick-and-mortar footprint, Scott Tannen, founder and CEO, says that the most important decisions have to do with the people they hire. The brand is deploying its in-store staff in all kinds of unconventional ways. They will visit customers’ homes to set up their beds for them. When a customer orders a piece of furniture, like a bed frame or a dresser, they will ride in the delivery van, armed with treats, to surprise the customer. “The customer’s experience comes down to a few interactions with members of our team,” he says. “We work very hard to make these delightful experiences.” Bernd Schmitt, a professor of marketing at Columbia Business School, says that while these personal interactions are a throwback to the past, it’s now easier for brands to create these experiences with the help of technology. Brands can keep track of a customer’s buying history so they can better understand what they are looking for. They can also use texting and email to stay connected with customers after they have left the store. “There are more touch points to build this relationship with the customer,” he says. “And brands can do it more easily, with fewer people, thanks to technology.” Fast Company This is the type of customer service that will create life long relationships. A great example of retail pivoting to create the high touch point of soft luxury. #beingkarenalston #retail #customerexperience #softluxury #bollandbranch #luxuryconsumers #luxuryretail

The small business we want to highlight today is Earl of East, a lifestyle emporium, coffee shop, and event space that began its journey as a market stall in East London. The independent brand is now running three bricks-and-mortar stores in London, supporting its four pillars; ‘Create, Curate, Collaborate, and Community’ and all of these tenets can be seen in the way they operate their physical retail spaces. Their own sustainably made home fragrance products share shelf space with other independent brands and designers that Earl of East have curated, and their products are stocked in stores around the world. But what we really admire here at Agile Retail is how they utilise their storefronts! To build and connect with the local community their locations go beyond simply selling their wares. Earl of East has integrated a coffee shop into their retail space, and they regularly run Workshops and classes for candle making, terrazzo tiling, terrarium building and bouquet arranging! Their commitment to collaboration and community in particular has led to new and more memorable reasons to visit their stores, and a store that keeps customers coming back. A unique retail experience will impact customers more than you can imagine. By creating community-led activities in the same physical space that houses their products Earl of East achieves two things; they encourage customers to return to their storefront more often for a coffee or a workshop, and they also steer their customer interactions away from the transactional and further toward the experiential. A physical storefront is the most essential tool for building a relationship with your customers. Getting face-to-face with real consumers is irreplaceable especially if you are on home turf in your own retail location. Agile Retail creates unique and purposeful storefronts, quickly! Our expert creative and build team can make your brand’s dream store a reality and we continue to change and develop the store over time to provide the perfect customer experience. Creating a community is an essential pathway into the lives of your customers, going beyond a transactional relationship. With a physical store, this community becomes much more real! To find out how Agile Retail can help make this happen for your brand, get in touch at [email protected]! #NationalSmallBusinessWeek #PhysicalRetail #AgileRetail #EarlofEast #Independent Brand #LifestyleBrand #Fragrance #CandleMaker

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'“This whole journey of launching Bloomie’s and opening Bloomie’s has really been about innovation and learning, and frankly listening to [customers].”' Really interesting article about how Macy's is developing a scaled-down, contemporary, Bloomingdale's format (Bloomie's) to bring a curated version of the department store experience to more customers. It quotes analyst Jessica Ramírez as saying that 'department stores have struggled to understand shoppers and what they want in recent years.' Meanwhile discounters have been increasing their market share. So by really studying local markets, understanding customer needs and wants, and creating a memorable, differentiated, edited brand experience, the new format has shown itself to be more productive than its traditional parent. A great demonstration of how even the perceived 'dinosaurs' of physical retail can tap into the human need for social interaction, by listening to customers (!) and creating physical stores that deliver an experience that can't be replaced by online, and is worth the effort of getting there. #futureofretail #ambience #highstreet #customerexperience

The comeback of the mall in 2024. Our recent poll identified malls as the prime candidate for improvement. How should malls adapt? Let's explore our latest white paper, revealing trends shaping mall traffic and highlighting shifts in consumer behavior. Key insights: 💡 Luxury is winning everywhere, but especially in Sunbelt States. Malls are adding high-end and designer stores at a rapid clip as demand for luxury goods soars. And Sunbelt States like Texas, Florida, and Arizona – all of which experienced influxes of wealthy newcomers – are seeing some of the strongest luxury mall visit patterns. 💡 Weekday versus weekend mall visit proportions have held steady from 2019 to 2023, but there's a notable shift in hourly visit patterns. With flexible work schedules, more people are opting for afternoon mall trips, reducing morning and late evening visits. 💡 Entertainment and dining options drive mall traffic. For example, SCHEELS' opening in an Arizona mall led to increased visits for months. Similarly, malls saw more foot traffic after adding venues like Texas Roadhouse and Main Event, proving shoppers' interest in varied experiences. 💡 Pop-ups are a powerful tool to drive traffic. For instance, when Shein launched a pop-up in December 2023, visits soared, matching the foot traffic of key retail events like Super Saturday, coinciding with Christmas Eve Eve, and surpassing the December daily average. Full report linked in the first comment below. #consumerbehavior #entertainment #experience

86% of buyers are willing to pay more for a better customer experience, and the revival of retail spaces has proved just that. For the first time in 20 years, demand for retail space has overtaken supply. Why, you might ask? Answer is simple: Pickleball and restaurants. Well…that and IRL experiences. Everyone thought real estate died given what happened during the pandemic, But these spaces are now making a comeback due to, what I believe, is the high ROI of a damn good customer experience. People are lonely, burnt out, and want to do fun things. So it makes sense why positive experiences like dining with friends made up more than 19% of all retail leases last year. Long story short: it pays to focus on great customer experiences. Thanks Emma W. Thorne for putting this story on my radar!

STOREFRONT SUCCESSES: one of our retail industry trend predictions for 2024. Despite retail rental costs remaining high (especially in big cities), and despite online shopping remaining a popular and convenient alternative to in-store shopping, many beauty stores are thriving. In London, just look at the constant queues outside of Sephora in the Westfield centres or ‘Boots Beauty’ in Battersea Power Station to see that beauty boutiques are booming and brands are seeing the benefits of continuing to meet their customers both online and offline. But for smaller or independent retailers who might not have the budget to open a store, some other routes to explore may be: (a)  having a concession or beauty counter in a popular department store, where overheads would be lower for the brand than opening and operating their own location; (b) renting out pop up shop locations, which seem to demonstrate good sales numbers and increased brand awareness even over short-term campaigns; and (c)  collaborating with hotels (for example, contracting to stock the in-room toiletries or on-premises spas and salons). You can read more on this topic and others in our paper – BIRD & BIRD’S TOP TEN TREND PREDICTIONS FOR 2024: UK COSMETICS, BEAUTY AND FRAGRANCE INDUSTRIES. Just reach out if you’d like a copy, or to continue the conversation.  Bird & Bird 🐦 Graeme Payne, Karen Friebe #2024 #2024predictions #2024trends #retail #retailindustry #comsumerlaw #consumerprotection #cosmetics #beauty #fragrance #legal

Want to upgrade your retail game? Have you considered opening an additional store location? 🚀 🛒 Well, if you're looking to scale and open more stores, there's a few things you should know before scoping out potential retail spaces or locations. Luckily, we've covered everything you need to know. Find out more: https://lnkd.in/ea_FS2z9

Optimizing Shopping Mall Footfall and Conversion through Maslow's Hierarchy of Needs Why Maslow's Hierarchy? Maslow's Hierarchy of Needs provides a universal model for understanding human needs, from basic physiological requirements to higher-level self-actualization. Applying this model in the context of shopping malls allows for the creation of a comprehensive and attractive experience for visitors, thereby enhancing their loyalty and frequency of visits. In a highly competitive retail market, understanding and meeting these needs is critical for retaining and attracting customers. How It Works 1. Physiological Needs: - Providing quality food and beverages through diverse cafes and restaurants. - Comfortable rest areas and sanitary facilities. - Modern ventilation and air conditioning systems for a comfortable environment. 2. Safety Needs: - High-level security through surveillance systems and guards. - Cleanliness and hygiene of all premises. - Availability of medical points and access to first aid. 3. Social Needs: - Spaces for meetings and socializing, such as lounge areas and playrooms. - Hosting events and promotions to engage the community. - Creating thematic and atmospheric spaces that encourage social interactions. 4. Esteem Needs: - Organizing contests, exhibitions, and workshops to recognize visitors' achievements and talents. - Loyalty programs and special offers for regular customers. - Personal shopper services and VIP areas to create a sense of exclusivity and respect. 5. Self-Actualization Needs: - Providing educational programs and training aimed at personal and professional development. - Spaces for creative expression and innovative projects. - Sports and wellness activities that help achieve personal goals. Conclusion Constantly updating and improving these offerings based on feedback and innovation helps increase footfall and conversion rates, strengthen market position, and build strong customer relationships. Shopping malls that strive for this not only enhance their competitiveness but also create a sustainable business development model. #ShoppingMalls #Marketing #MaslowHierarchy #Conversion #BusinessStrategy #Innovation