Shopper Centricity: re-designing the high street store customer experience

This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now - I have documented its demise since I started writing three years ago - you can read my opinions in the following posts: I’m not paying to [...]

By |2015-04-13T13:13:57+01:00March 17th, 2015|Channels, Customer Journeys, CX Strategy, Retail, Technology|0 Comments

Saving Britain’s High Streets – what can we learn from our European cousins?

The state of Britain's High Streets is a subject I have blogged about in the past - here are three of my most recent posts: I'm not paying to park! Why the British High Street might be struggling (October 2012) - Stop talking and act NOW!! Is it too late for our high streets? (March 2013) - [...]

By |2015-04-13T13:27:41+01:00September 3rd, 2013|Retail, Travel|8 Comments

‘What a brilliant day!’ How communities can help revive Britain’s High Streets

This is the historic city of Chester in North West England. With Roman remains a plenty, including the largest uncovered amphitheatre in Britain, the beautiful River Dee, and the world-famous 'rows' (two rows of shops - one on the top of the other) along the four main streets in the city, Chester has a huge amount [...]

By |2015-04-13T13:29:44+01:00July 8th, 2013|Retail|5 Comments

Sometimes the experience just does not matter – the example of Sports Direct

You approach the front of the store with an element of trepidation. Unsure what will happen inside, you are weighing up the odds of coming out alive. It is like the latter stages of the famous children's book, We're Going on a Bear Hunt, as you tip toe into a deep dark cave, to be [...]

By |2015-04-13T13:30:34+01:00June 13th, 2013|Customer Journeys, Retail|13 Comments

‘Its simple – I just give my customers what they need and they keep coming back!’

In February 2012, I delivered a presentation to the University of Lancaster Management School. The session focussed on why putting the customer at the heart of business strategy is evolving the Retail Industry around the globe. Essentially, it sums up my perception of what is going on in the high street. The audience was made [...]

By |2015-03-30T11:29:55+01:00April 15th, 2013|CX Strategy, Retail|0 Comments
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