April 20, 2011
The days of abundant demand and easy sales are over and it appears Sony is facing that music head-on. The company has not only unveiled it’s […]
January 4, 2011
By Doug Stephens The Good If you’ve been reading business media lately, you’d be inclined to believe in Christmas miracles. By some accounts, the positive holiday […]
December 15, 2010
By Doug Stephens When we talk about the future of the retail experience the conversation often turns to obvious trends in technology, media and consumer behavior […]
September 23, 2010
Imagine this…. You drive a moving van outfitted with retail fixtures, signs, a cash register and loads of jewellery up Fifth Avenue in Manhattan, park directly […]
June 29, 2010
By Doug Stephens The effects of bad customer service may take years to prove fatal but the eventual outcome is almost always corporate extinction. Despite this, […]
December 16, 2009
By Doug Stephens A recent Brandweek article titled “Retail Customer Service Stinks” reported that the service received by shoppers in over 1000 retail interactions in the study rated 48.2 […]
September 9, 2009
It's never been more important for retailers to be remarkable and yet few really are. For many, the difference between ordinary and extraordinary rests in their ability to innovate beyond their current concept. Then and only then do they stand a chance of being remarkable.
Here, we follow a creative framework to unlock possible means of differentiating.
August 21, 2009
By Doug Stephens You’ve likely seen the relentless stream of news articles and blogs lately touting the “new consumer mindset”. Terms like “post-consumerism”, “belt-tightening”, “frugal chic” […]
July 12, 2009
Great retailers take nothing for granted. Every touch point is an opportunity to enhance the customer experience. Here, we look at how one company used a plain and often disregarded piece of packaging to leave their mark. Within the story there are lessons that can be applied to any business.