Category Archives: Retail

Lessons Grocers Can Learn From Department Stores: Lesson Nine—Services

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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 […]

Lessons Grocers Can Learn From Department Stores: Lesson Eight—Check-Outs

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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 […]

Lessons Grocers Can Learn From Department Stores: Lesson Five—Graphics and Signage

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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 […]

Lessons Grocers Can Learn From Department Stores: Lesson One—Merchandising

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By Andrew McQuilkin Everything starts with a store’s product assortment and how the various sizes, shapes, and packaging of products influence the fixtures on which they’re presented. For both department stores and grocery stores, these fixtures have become highly specialized. Grocery: The four basic loose fixture types include cold/frozen cases, produce bins, service cases and […]