Total Wine & More. A retailer that challenges trends. We are living in a moment when the logic of consumption is driven by convenience. People seek streamlined journeys, try to solve everything at once, save time wherever possible, and avoid
Category: Customer Journey
What consumers want: Part 2.
Paris, New York, São Paulo… Terlingua.A great shopping experience requires competence,not a famous ZIP code. Over the past few years, I have visited some of the most talked-about retail stores and events around the world. From London to New York,
What Consumers Want
Part 1: Every Store Needs More Scotts. For some time, I’ve observed the use of the expression “shopping experience” and how it has become a superficial, confusing, misused, and worn-out term. Like so many others — Instagrammable space, branding, omnichannel
A good visual merchandising has ROD—return on design.
As Plato once said, beauty is what works.I agree. Especially in a sales environment. Aesthetics, of course, play an important role; however, without practical function, any object loses its purpose. The daily mission of every professional working in design, architecture,
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From A to I: 9 things brands should worry about before AI.
Before brands dive into complex innovations and spend their annual marketing budgets to adopt new technologies, they must focus on perfecting the basics. These nine topics are the foundation for long-term success, ensuring that every move aligns with the brand’s
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Pay Attention to Behavior, Not Category.
In the best literature on brand/product positioning, segmentation and audience are the starting points for designing any strategy. As the guru Peter Drucker once said, “The purpose of a business is to create (and keep) a customer.” The brilliance of
Central Market. Attention to every detail.
A year ago, my first article on this blog was about H-E-B, the traditional century-old supermarket chain in Texas, with more than 400 stores in the state and Mexico. Recently, I visited Central Market, H-E-B’s upscale supermarket chain. In 2010,
Living Spaces Furniture. The basics done well always work.
One thing that catches my attention here in the USA is the sheer size of furniture stores. I agree that I shouldn’t be surprised anymore, given that American retail tends to go big in everything. I once heard the US
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When Simplicity Surprises: The Last Bookstore
It is not easy to be simple, especially nowadays when the excess of information makes decision-making difficult. Companies find themselves pressured to seek innovative, technological, and disruptive solutions to remain profitable and attract consumers. Retail is no different. Every day,
Shopping Experience Explained
The quest for a tennis racket. You have likely heard (and read) the term “Shopping Experience” many times. This term can be quite generic if not made tangible. Using it without context is reckless, as it often confuses more than