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© 2015 Hypothesis, The Fine Arts Building / 811 west 7th street, suite 600 / Los Angeles, California 90017 / 1 213 533 ...
A brand is a set of impressions that exists
in the minds of consumers.
RETAIL TRUTH
1
Your brand is not what YOU say it is,
it’s what YOUR CUSTOMERS say it is.
RETAIL TRUTH
2
In retail, brand is affected as much by
SHOPPING EXPERIENCE as by PRODUCT.
(true online and in-store)
RETAIL TRUTH
3
1 2
3 4
Conversion
Loyalty
LengthofVisit
Incremental Occasions
1 2
4 3
Physical representation of your
brand, how it feels to be in the space
Atmosphere
PILLAR 1
WHAT IT MEANS
Shoppers expect an immersive
atmosphere that invites then to
linger without obligation. Stores
must be organized, welcomin...
Staff and company leadership,
the face of the brand
Customer Service
PILLAR 2
WHAT IT MEANS
Needs and expectations differ (by
country, category). Customers
want knowledgeable, friendly, and
available employees who ...
Provide an experience, not just a
product, make it an enjoyable
destination, not a chore
Interactivity
PILLAR 3
WHAT IT ME...
The shopping experience should
provide a compelling consumer
benefit. Activities and events,
sensory opportunities,
custom...
EXPERTISE
Serve as a trusted and valued
source of information and
inspiration
Knowledgeable
PILLAR 4
WHAT IT MEANS
EXPERTISE
Consumers need help. Teaching
them about the product/category
says you care about them (and the
product). Give t...
Thank you.
w w w . h y p o t h e s i s g r o u p . c o m
Hypothesis, the premier creative and
consumer insights agency bas...
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4 Pillars of Retail Engagement

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From environment to expertise, retail engagement is comprised of 4 pillars. Hypothesis explains what they are and gives practical advice on how to meet them. For inquiries, contact mvallis@hypothesisgroup.com.

Published in: Retail
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4 Pillars of Retail Engagement

  1. 1. of © 2015 Hypothesis, The Fine Arts Building / 811 west 7th street, suite 600 / Los Angeles, California 90017 / 1 213 533 7000 / www.hypothesisgroup.com P r e s e n t e d b y
  2. 2. A brand is a set of impressions that exists in the minds of consumers. RETAIL TRUTH 1
  3. 3. Your brand is not what YOU say it is, it’s what YOUR CUSTOMERS say it is. RETAIL TRUTH 2
  4. 4. In retail, brand is affected as much by SHOPPING EXPERIENCE as by PRODUCT. (true online and in-store) RETAIL TRUTH 3
  5. 5. 1 2 3 4
  6. 6. Conversion Loyalty LengthofVisit Incremental Occasions 1 2 4 3
  7. 7. Physical representation of your brand, how it feels to be in the space Atmosphere PILLAR 1 WHAT IT MEANS
  8. 8. Shoppers expect an immersive atmosphere that invites then to linger without obligation. Stores must be organized, welcoming, and have familiar navigation. The environment should encourage interaction and showcases brand position. Physical representation of your brand, how it feels to be in the space HOW TO CREATE IT Atmosphere PILLAR 1 WHAT IT MEANS
  9. 9. Staff and company leadership, the face of the brand Customer Service PILLAR 2 WHAT IT MEANS
  10. 10. Needs and expectations differ (by country, category). Customers want knowledgeable, friendly, and available employees who they can trust. They want to engage with people who are happy to be there and believe in the product. Staff and company leadership, the face of the brand HOW TO CREATE IT Customer Service PILLAR 2 WHAT IT MEANS
  11. 11. Provide an experience, not just a product, make it an enjoyable destination, not a chore Interactivity PILLAR 3 WHAT IT MEANS
  12. 12. The shopping experience should provide a compelling consumer benefit. Activities and events, sensory opportunities, customization, and “extra services” are just some ways to create a compelling experience. Provide an experience, not just a product, make it an enjoyable destination, not a chore HOW TO CREATE IT Interactivity PILLAR 3 WHAT IT MEANS
  13. 13. EXPERTISE Serve as a trusted and valued source of information and inspiration Knowledgeable PILLAR 4 WHAT IT MEANS
  14. 14. EXPERTISE Consumers need help. Teaching them about the product/category says you care about them (and the product). Give them ideas, show them how to use the product and encourage them. Serve as a trusted and valued source of information and inspiration HOW TO CREATE IT Knowledgeable PILLAR 4 WHAT IT MEANS
  15. 15. Thank you. w w w . h y p o t h e s i s g r o u p . c o m Hypothesis, the premier creative and consumer insights agency based in Downtown Los Angeles, California. Hypothesis is the winner of the 2015 Gold Ogilvy Award for Excellence in Advertising Research. Hypothesis was founded in 2000.

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