The context

In today’s scenario, the experience – and not only products - is what makes a brand relevant for customers. Offering a unique and distinguishing experience (signature experience) able to convey emotions and codes in line with the brand across all the touchpoints represents a winning customer engagement strategy. As a result, the physical store must turn into a brand real interactive gateway and embody the whole brand ecosystem.
The context

Challenges

The obstacles to be overcome by companies to speed up business dynamics and compete on the market.


Seamless Experience

Connected, informed and on the move consumers are increasingly looking for experiences based on an integrated system of consistent touchpoints and distribution models (Retail Vs Ecommerce) focusing on personalization, real time and context.

Experience Gateway

In order to remain relevant, the physical store has to change its role and turn into a strategic lever able to provide unique and impactful customer experiences.

Emotion First

Every interaction on every touchpoint must satisfy consumers’ expectations, both from a functional and emotional point of view, thereby guaranteeing memorable and one-of-a-kind experiences.

Retail Excellence

Retail excellence means a coherent and efficient multidimensional mix, where the customer experience is not the only pillar: elements such as sales assistants, merchandising, operation and network balance are equally fundamental.

Network Optimization


  • Profitability analysis

  • Location Analytics

  • Real Estate Evolution

  • Distributive Format


People


  • Service model

  • Effectiveness

  • Recruitment, training and professional skills development

  • Objectives and incentives system


Merchandising


  • Visual strategy

  • Store Layout

  • Assortment strategy

  • Inventory optimization

  • Omnichannel evolution


Customer Experience


  • Customer journey

  • Customer interaction plan

  • Retail Marketing

  • Purchase funnel management (pre, post and during)


Operations


  • Multichannel operations

  • Store operations

  • Governance

  • Operational mechanisms