The shopping experience has undergone a major transformation in recent years, but COVID-19 has created more changes and challenges. Andrew dives into this topic and outlines a blueprint for future stores in his article previously published by Supermarket News.
This prescriptive scenario considers what solutions might be possible by understanding past crises, published changes in shopper behaviors, current adaptations with our retail clients, governmental guidelines being issued globally and the culmination of data-driven ideas coming from industry experts and peers.
By Andrew McQuilkin Customer amenities are the memorable extra steps that a retailer takes to understand and deliver on the needs of each guest. If done right, they bring true moments of surprise and delight. Grocery: It’s long been as basic as baggers offering to load groceries into a shopper’s car. Grocers have also successfully […]
By Andrew McQuilkin While physical stores can no longer compete with online retail for sheer product selection, the face-to-face conversations with experts and the services they provide are the greatest differentiator for brick-and-mortar retail. Whether the tailor or butcher, the personal connection builds a level of trust. As grocers adopt more of the traditional department […]
By Andrew McQuilkin The last major touchpoint for the guest experience is at check-out, where a problem-free, positive cashier experience can reinforce the brand for a consumer. Grocery: It’s taken more than 30 years for just one-third of grocery shoppers to adopt self-checkout kiosks. Now technology is being tested for automatic checkout that would eliminate […]
By Andrew McQuilkin For most retailers, merchants wield a lot of power, battling over every square and linear foot of space for their department. It’s usually the last department merchant to touch the plan that gets everything they want. To make the customer journey work, the layout of each category and service needs to not […]
By Andrew McQuilkin The customer journey is the intended story that unfolds as guests walk around and experience the store. This starts with the view from the street and the entrance, then continues with how they walk through the store, pay for their purchases and exit. It’s everything guests see and touch along the defined […]
By Andrew McQuilkin At its core, wayfinding graphics are meant to help guests easily navigate around stores. It’s critical that there be a graphic hierarchy for key brand messages, departments, classifications, promotions, pricing, and policy. Technology and “branded architecture” also plays an important role. Grocery: Differentiated department signage is king, as the signage stretches from […]
Are you trying to spotlight your corporate brand or the branded and private-label products you carry? Are you a “branded house” or a “house of brands?” Design and architecture play a major role in delivering your brand’s overarching message or minimizing it. What you should do depends on whether you’re trying to make your brand […]
By Andrew McQuilkin Great lighting is the best way to catch shoppers’ attention and sell more product. The best approach is a layered one. Start with functional lighting that ensures shoppers can clearly read labels and employees can perform their jobs. Then add more lighting to spotlight key messaging, displays, and architecture. Grocery: In most […]