Concerns about theft in retail have been mounting since the pandemic. What’s behind the shifting dynamics of shrink and how can brands address it? Design is only one element of loss prevention, but it’s a key component. Before we get into how design can help, let’s take a look at how theft in retail stores […]
How Can Design Help Retailers Reduce Theft? Read More »
The Decline of Customer Service According to Forrester’s CI Index, customer service is the worst it’s been since they first started collecting data in 2016. Other reports from Cavell, Customer Contact Week Digital and the National Rage Survey confirm the findings: around half of consumers feel service has gotten worse in the past few years.
How To Turn Around Poor Customer Service In Retail Read More »
2024 was somewhat subdued when it came to new store openings, likely a result of economic uncertainty. However, many notable retail experiences launched around the globe, ranging from high-end luxury to highly accessible. Here is a selection of some of our favorite new stores from 2024. 1. Best Use Of Color Trinny London is one
The Best New Retail Stores of 2024 Read More »
Brand strategy and positioning are like a compass and a spotlight for your business. A compass guides decision-making and operational actions, keeping you on track toward your goals. A spotlight highlights your unique strengths and values, helping you clearly stand out in a crowded market. This blog explores the top trends shaping brand strategy in
The Top Trends in Brand Strategy and Positioning Read More »
Trends in novelty retail experiences are redefining how brands connect with consumers. These immersive and unexpected spaces offer a sense of discovery, tapping into customers’ desires and behaviors. In this blog, we introduce some of the latest trends in novelty retail experiences and explore how they may be shaping the future of retail. Multi-sensory Retail
Novelty Retail Experiences: Trends and Predictions Read More »
The Cash in the USA conference, held on October 22nd in Nashville, explored cash’s current and future role in retail banking. The conference was well attended, and presenters reflected the diversity of the industry sectors that manage cash within the banking industry. SLD shared insights on how cash and its management are no longer a
Future Of Cash in Retail Banking: Notes From Cash in USA Conference October 2024 Read More »
Technology as part of the customer experience is everywhere. That isn’t always a good thing. Although there are many ways in which automation and digital experiences have enhanced, expanded, and sped up service, not every touch point is ideally served through tech. In this blog we’ll explore key aspects of the customer experience where a
What Not To Automate: A retailer’s guide to smarter service experiences Read More »
The wellness industry has been growing rapidly, with technology solutions such as wearables, personalized products such as 3D printed vitamins, and in-home gym and workout equipment. In the retail sector, hot trends in healthy lifestyles are changing certain categories and creating new ones. In today’s blog, we’ll explore how trends in wellness are reshaping health-focussed
How the Huberman Podcast is Influencing Retail Read More »
Exterior signage is your brand’s calling card to the world. It’s a simple element with a massive impact, a visual cue that tells people who you are, what you stand for, and what they can expect inside. In this blog, we dive into why exterior signage matters and how it works. A-Pillar of Brand Identity
The Impact of Exterior Signage on Customer Connection Read More »
At the 2024 Networld Media Group Banking Customer Experience Summit in Charlotte, experts gathered to discuss how AI, sustainability, and evolving consumer behaviors are reshaping the customer journey across industries. From retail banking to tech-driven customer experiences, the summit highlighted the importance of aligning business strategies with customer needs in today’s digital age. Sustainability and
Elevating The Banking Customer Experience: Notes from the 2024 ICX/BCX Summit Read More »
Dentistry is one of the most aesthetic of the medical professions, so it’s no surprise they lead the way when it comes to clinic design. Modern dental practices have moved away from the sterile, often tired-looking office spaces towards bolder and brighter settings that merge function, hospitality, and style. Ultimately, dentists have proven that interior
How Dentists Are Leading The Way in Healthcare Clinic Design Read More »
No topic has been more buzzy over the last year than advanced AI such as ChatGPT and Dall-E. Apple’s recent announcement of the launch of Apple Intelligence adds another opportunity for marketers to explore how AI could support better customer experiences. Apple’s devices and user experience have always accelerated shifts in customer behaviors – will
Apple AI, Let’s Get Personal Read More »
For banks, Customer Experience (CX) transformation is full of challenges and opportunities. As markets evolve, new regulations are introduced, and financial behaviors shift, businesses must adapt and reinvent themselves to stay relevant. Drawing insights from our studies, particularly from our white papers “Overcoming Stealth Attrition In Retail Banking” in 2017 and “How Branch-Focused Customer Experiences
Six Things That Banks Should Avoid During Customer Experience Transformation Read More »
Loyalty programs have long been a key part of many companies’ retention strategies. Most revolve around a similar idea: spend money with the company and earn points that can be used to save money or get a free item. Due to inflation, customers are turning to any method they can to save money, including loyalty
The Future of Loyalty Programs Read More »
Lawmakers around the world are scrambling to regulate advanced artificial intelligence (AI) technologies. The European Union (EU) recently passed the Artificial Intelligence Act, while President Biden has signed several executive orders regarding advanced AI. Canada’s Bill C-27, not yet passed, attempts to regulate AI but has come under heavy criticism for being insufficient. As retail
How will AI be Regulated? What Brands Need to Know Read More »
Digital signage, when used effectively, can be a powerful weapon for capturing the hearts and minds of consumers during their shopping experience. Many merchants now use digital signage to promote bargains, content, and other offerings throughout their networks. The misuse of digital signage, on the other hand, can irritate customers, leading to complaints about obtrusive
What’s Annoying Customers With Digital Signage and How To Fix It Read More »
Concept stores are an innovative departure from conventional brick-and-mortar stores, offering carefully curated, immersive encounters with a brand. Investing in a store that features minimal or no products on-site seems bold and costly. Why should brands consider such an investment? While profitability might not be the immediate outcome, concept stores possess great marketing potential. Their
The Power of Concept Stores with Little or No Inventory Read More »
Self-checkouts should be working better than they do. Although consumers are warming up to them, theft related to a cashier-less experience is so extreme that some retailers are pulling them out. Others are amping up deterrence measures, but many of these practices are rubbing consumers the wrong way. Is there a better approach? In this
Theft versus Experience: A Behavioral Approach to Self-Checkouts Read More »
In Canada, an ethnically and culturally diverse country, it’s not hard to find CPG products imported from Asia. What can CPG brands in North America learn from their designs? From the sleek simplicity of Japanese packages to the playful charm of South Korean designs and the intricate artistry of Indian creations, the variety and creativity
What Can CPG Brands Learn From Packaging Design In Asia? Read More »
