Store Experience

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Store Experience

How to Improve the Customer Shopping Experience In Stores

Physical retail isn’t actually dying. It’s just changing. We live in a dynamic digital age, and the retail-store experience has changed significantly over the years. In fact, the overall shopping experience was shifting long before Covid-19 completely transformed the way that people shop.

From long lines, to BOPIS (buy online, pick up in store), to contactless options in the checkout line, customer shopping patterns today are much different than they were twenty years ago. And those patterns saw a seismic shift the past year alone, and many of these changes are here to stay.

The future of retail is here- and brick-and-mortar store is still a vital part of the customer shopping experience. The accelerated evolution of retail communication demands agility and innovation from retail brands everywhere. 

We understand how the retail business works, and we know (first-hand) how frustrating it can be to align organizations in order to drive change and stay nimble. We’ve learned that in order for stores to execute better, save time and money, and create great customer experiences, we have to start with great communication. 

How can retail communications improve customer experience? First, you have to transform the way your frontline employees operate, execute and engage. 

Here are a few ways that you can align your teams and improve the shopper experience.

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Store Experience

Today the Cataclysm, Tomorrow the Future

2020 was a black elephant year, Kate Ancketill, CEO of the consultancy GDR Creative Intelligence told NRF last week. “The cataclysm we’ve all lived through was entirely predictable. … We knew it was coming, we just didn’t like talking about it.”

The pandemic and lockdowns changed consumer behavior more in the last five months than in the last five years—or even ten, Retailers have scrambled—and some have done an amazing job of reacting to switches in shopping behavior. Many of these behavioral changes are here to stay.

“The cataclysm has accelerated all the things we in retail knew had to happen anyway,” Ancketill said. 

Retailers must have the courage to accept what’s gone forever and continue to adapt to trends that will accelerate post-pandemic: the challenge of globalization, the de-leveraging of physical retail and the implications of the increasingly smart city.

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Store Experience

When It Comes to Shopping, Brick-and-Mortar Takes the Prize

Why brick-and-mortar retailers who deliver on customer experience are thriving.

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Store Experience

What Walmart’s Cleanliness Experiment Teaches about Customer Feedback

Walmart learned the hard way how to solicit and interpret customer feedback.

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Store Experience

Retailers Reinventing Themselves

How Target, Walmart, and even Sears are rethinking their approaches to stores.

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Store Experience

How Brick and Mortar Affects Digital Sales

The halo effect physical stores have on digital retail, and how that should impact your retail strategy.

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Store Experience

Personalization and Localization in Stores

How three retailers are using technology to improve the brick-and-mortar experience.

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Store Experience

Innovations That Could Help Transform Store Experience

What to expect from new twists on bluetooth and smart checkout.

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Store Experience

Indulging in the Starbucks Reserve Roastery

In the fourth part of our series on customer experience in Seattle, we visit the Starbucks Reserve Roastery and hear Russian proverbs.

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Store Experience

Exploring Amazon Books

In the second part of our series on customer experience in Seattle, we check out Amazon Books and wind up making some impulse purchases.

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Store Experience

What’s the Matter with Seattle?

Kicking off a series on how Seattle’s retailers approach customer experience differently. First up, Amazon Go.

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Store Experience

How To Train Your Seasonal Workforce to Ensure Holiday Success

How retailers can offer unique and memorable shopping experiences to holiday shoppers, both online and offline.

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Store Experience

Eating Our Way through Nordstrom

In the fifth and final entry in our series on customer experience in Seattle, we check out the Nordstrom flagship and discover the world’s finest vending machine.

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