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WHY EXPERIENTIAL IS THE FUTURE OF RETAIL

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We are thrilled to release our new presentation: "Why experiential is The Future of Retail"
Based on our experience and our research, this analysis highlights the key success factors to create a successful experiential retail concept, illustrated through 20 best practices.  

Published in: Retail

WHY EXPERIENTIAL IS THE FUTURE OF RETAIL

  1. 1. Why experiential is the Future of Retail Illustrated with 20 killer best practices © Lululemon
  2. 2. “I certainly don’t think we’re in the midst of a retail apocalypse and I do not believe that Amazon is killing retailers. I believe retailers' bad service is killing retailers.” Laura Alber, Williams-Sonoma's CEO at Recode's Code Commerce event, 2017 2
  3. 3. 3 Consumers don’t care about channels. They care about a unique & personalized experience © B8ta
  4. 4. When imagining their ultimate in-store experience, consumers look at four major criteria Source: i-Moderate. 2017 Convenience Convenience 86% Ease of finding products 86% Customer service Customer service 81% Product selection Variety of products 88% Quality of products 74% Uniqueness of products 51% 4 Store environment Store atmosphere 65% Values & morals 64% Store clientele 51%
  5. 5. Source: HRC Retail Advisory, 2018 Successful services offer convenience, time-saving and human advice (Price scan, Click &Collect, Personal shopper …) While other technology services are still considered “goodies”  And above all, people want to be left alone unless they ask for help 5 Pairing the right service with the right in-store customer experience is key for retailers
  6. 6. In-store experience will be US retailers’ 2nd largest area of marketing spend, with 55% of retailers investing in it by 2020 0% 20% 40% 60% 80% Data tracking, Collection and Management In-store experiences Delivery systems Loyalty program & customer relationship Flexible purchase & returns Top 5 areas retail executives are investing in for 2020 %ofretailers Source: PSFK “Future of Retail 2018” 6
  7. 7. If there was a recipe for creating a successful experiential retail concept, what would the ingredients be? 7© iVentures Consulting 2018 PRODUCT OFFERING & SERVICES PEOPLE & EMOTION OFFERING OR CURATION STAFF ADDED-VALUE SERVICES COMMUNITY TECHNOLOGY WOW EFFECT
  8. 8. Provide a differentiating and inspirational product offering or curation 8© Violet Grey
  9. 9. Offer added-value services to drive traffic in store and engage customers 9© Selfridges
  10. 10. Leverage technology to elevate the in-store experience 10© Farfetch
  11. 11. © Farfetch Have welcoming store associates, trained experts, helpful when customers need help 11© Apple
  12. 12. Make shopping a social experience by bringing people together in store and engaging them 12© American Girl
  13. 13. Offer great physical environment + overall customer experience = WOW effect 13
  14. 14. “Media is becoming the store. As a result, stores must become media… stores are the most powerful, measurable, manageable form of media that a brand has at disposal. Stores can’t be just about distributing products. They need to be about distributing experiences — less stores, more stories” Doug Stephens, Founder & President, Retail Prophet at #BoFVOICES, 2017 14
  15. 15. 15 20 killer experiential retail best practices © Story
  16. 16. 20 killer experiential retail best practices 16 Flagships or concept stores Pop-up concepts & stores © iVentures Consulting 2018
  17. 17. Facts: Technology and Community are the least implemented. They are differentiators that enhance the customer experience Offering / Curation Services Technology Staff Community Wow effect Amazon Book ✔ ✔ ✔ ✔ ✖ ✔ American Girl ✔ ✔ ✔ ✔ ✔ ✔ B8ta ✔ ✔ ✔ ✔ ✔ ✔ Birchbox ✔ ✔ ✔ ✔ ✔ ✔ Lip Lab by Bite ✔ ✔ ✔ ✔ ✔ ✔ Buly ✔ ✔ ✖ ✔ ✖ ✔ Dyson ✔ ✔ ✔ ✔ ✖ ✔ Ekoplaza Lab ✔ ✔ ✖ ✔ ✔ ✔ Gucci ✔ ✔ ✔ ✔ ✖ ✔ House of Vans ✔ ✔ ✖ ✔ ✔ ✔ Lululemon ✔ ✔ ✔ ✔ ✔ ✔ Rent the Runway ✔ ✔ ✔ ✔ ✔ ✔ Sephora Studio ✔ ✔ ✔ ✔ ✖ ✔ The Apartment by The Line ✔ ✔ ✖ ✔ ✖ ✔ The RealReal ✔ ✔ ✔ ✔ ✔ ✔ Casper ✔ ✔ ✖ ✔ ✖ ✔ Diptyque ✔ ✔ ✔ ✔ ✔ ✔ L’Occi Truck ✔ ✔ ✔ ✔ ✖ ✔ The Chronicles of LA ✔ ✔ ✖ ✔ ✔ ✔ XBox ✔ ✔ ✔ ✔ ✔ ✔ © iVentures Consulting 2018 17 Flagships&ConceptstoresPop-ups
  18. 18. 20 Experiential retail best practices 18 Flagships & concept stores 18
  19. 19. 19 Concept: a new generation of bookstores launched by online retailer Amazon, where customers can discover the next great read, and learn about or explore Amazon devices such as Echo, Kindle, Fire TV etc. Location: 15 city stores in the U.S. © iVentures Consulting 2018
  20. 20. 20© Amazon Books
  21. 21. 21© Amazon Books
  22. 22. 22© Amazon Books
  23. 23. 23© Amazon Books
  24. 24. 24 Store’s strengths OFFERING OR CURATION •  Large selection of books rated 4 and above with Goodreads customer reviews, organized by genre •  Demo zone to test Amazon’s connected devices ADDED-VALUE SERVICES •  Amazon Café •  Kids' area for children to explore books STAFF •  Welcoming •  Leaves customers alone •  Helpful if needed TECHNOLOGY •  Book scan through Amazon’s app and in-store book scanner to get prices and information WOW EFFECT •  Overall concept & experience © iVentures Consulting 2018
  25. 25. 25 Concept: opened in November 2017, the 40,000 sq.ft. brand flagship offers a unique & playful experience: a girl-centric community where creativity, purpose, and play come together to make every day a celebration. Location: flagship in NYC and 19 city stores in the U.S. © iVentures Consulting 2018
  26. 26. 26© American Girl
  27. 27. 27© American Girl
  28. 28. 28© American Girl
  29. 29. 29© American Girl
  30. 30. 30© American Girl
  31. 31. 31 Store’s strengths OFFERING OR CURATION •  Large selection of dolls and accessories, best-selling fiction and advice books ADDED-VALUE SERVICES •  American Girl Café with restaurants •  American Girl Salon for girls and dolls (manicure, hair styling, ear-piercing, spa etc..) •  Doll customization •  Personal shopping •  Doll hospital •  Click & Collect •  Return & exchange •  Online reservation of party options at the café, beauty services and events STAFF •  Welcoming •  Leave customers alone •  Helpful if needed WOW EFFECT •  Architecture & design •  Overall concept & experience TECHNOLOGY •  “Create Your Own Design” Studio interactive experience (over 1M combination) to customize dolls and outfits with printing the same day COMMUNITY •  Content hub showcasing the company's award-winning movies and video •  Party packages for birthday in the Café •  Regular events (tea party, yoga etc.) © iVentures Consulting 2018
  32. 32. 32 Concept: a new generation of tech gadget stores, designed like a showroom/gallery, where customers can touch, test drive & purchase the latest tech products. Highly-trained store associates are very familiar with brands and manufacturers, and are able to engage with customers at a higher level. Location: 10 city stores in the U.S. © iVentures Consulting 2018
  33. 33. 33© B8ta
  34. 34. 34© B8ta
  35. 35. 35© B8ta
  36. 36. 36 Store’s strengths OFFERING OR CURATION •  Mixed curation of 100 high-tech products from leading tech brands as well as startups ADDED-VALUE SERVICES •  Product return STAFF •  Welcoming •  Helpful if needed •  Highly-trained expert store associate WOW EFFECT •  Architecture & Design •  Overall concept experience TECHNOLOGY •  A tablet available for each presented product displaying product information (description, photos/ videos, price, options…) •  Stores equipped with special sensors that allow retailers to track consumers in the store and which products they look at and buy COMMUNITY •  Regular events (community meet & greet, product launch etc.) © iVentures Consulting 2018
  37. 37. 37 Concept: Beauty box leader’s flagship store in Soho, NYC where women shop for beauty and grooming products, build personalized boxes and take advantage of beauty services. Location: 3 city stores (NYC, Paris and London) © iVentures Consulting 2018
  38. 38. 38© Birchbox
  39. 39. 39© Birchbox
  40. 40. 40© Birchbox
  41. 41. 41© Birchbox
  42. 42. 42© Birchbox
  43. 43. 43 Store’s strengths OFFERING OR CURATION •  Curation of beauty and grooming products that changes frequently in order to encourage customers to come back often •  Shopping by product category ADDED-VALUE SERVICES •  Try bar to test the latest trends. Testers filled every month by Birchbox’s editors •  BYOB (Build Your Own Birchbox) •  Beauty services: hair, makeup, and nail services •  Online reservation of beauty services, beauty parties and events in store STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Architecture & Design •  Overall concept & experience TECHNOLOGY •  Video screens featuring tutorials •  iPads featuring recommended products and product reviews COMMUNITY •  Beauty party packages in-store •  Regular events (brand launch etc.) •  Checkout area decorated with followers’ Instagram posts © iVentures Consulting 2018
  44. 44. 44 Concept: Bite launched Lip Lab, stores where customers can experience the art of making their very own personalized lipstick from more than 200 pigments, three finishes, and three scents. Location: 3 city stores (San Francisco, NYC, Toronto). © iVentures Consulting 2018
  45. 45. 45© Bite
  46. 46. 46© Bite
  47. 47. 47© Bite
  48. 48. 48© Bite
  49. 49. 49© Bite
  50. 50. 50© Bite
  51. 51. Store’s strengths OFFERING OR CURATION •  Creamy, high-pigment, moisture- rich lip products made with food- grade, antioxidant ingredients •  Each lipstick is handmade to order, crafted with curated ingredients COMMUNITY •  Private events for groups (Bachelorette, birthday etc.) ADDED-VALUE SERVICES •  Custom lipstick service (shade, finish and scent selection) with a Lip Lab artist •  Bespoke lipstick service to create the exact lipstick with a Lip Lab artist •  Online reservation to book an appointment or a private event in- store TECHNOLOGY •  Video screens featuring brand’s products and personalization process STAFF •  Welcoming •  Experts: Lip Lab artists WOW EFFECT •  Overall concept & experience © iVentures Consulting 2018 51
  52. 52. 52 Concept: Buly 1803 is the historic apothecary revamped 4 years ago as a luxury cosmetics company. The brand’s second Parisian store is a 2,000 sq.ft. space in the Marais district, designed like an apothecary inspired by 19th-century beauty secrets and ancient recipes, based on natural ingredients. The apothecary offers a memorable experience in which the consumer can discover, test and buy products. Location: 8 city stores (Paris, London, NYC, Hong Kong, Taipei, Seoul, Tokyo). © iVentures Consulting 2018
  53. 53. 53© Buly
  54. 54. 54© Buly
  55. 55. 55© Buly
  56. 56. 56© Buly
  57. 57. 57© Buly
  58. 58. 58© Buly
  59. 59. 59 Store’s strengths OFFERING OR CURATION •  Large offering of cosmetics products in traditional glass or aluminum packaging (skin care, hair care, oral care, body care, powders, accessories …) bringing together the latest advances of contemporary cosmetics and ancient recipes ADDED-VALUE SERVICES •  Try counter to test products •  Gift personalization: calligraphy on notes and marble-printed paper packaging, toothbrush and comb monogramming •  Café Tortoni: a revival of the famed Belle Époque coffeehouse offering house-blended hot chocolate, Madeleine cookies, homemade ice cream etc. STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Architecture & Design •  Overall concept & experience © iVentures Consulting 2018
  60. 60. 60 Concept: opened in December 2017 in NYC, the brand’s new appliance demo flagship demonstrates Dyson’s product performances by allowing customers to experience each new appliance. Location: 8 demo stores (NYC, SF, Tysons Corner, Paris, Moscow, Jakarta, London, Toronto). © iVentures Consulting 2018
  61. 61. 61© dyson
  62. 62. 62© dyson
  63. 63. 63© dyson
  64. 64. 64© dyson
  65. 65. 65© dyson
  66. 66. 66 Store’s strengths OFFERING OR CURATION •  6 product universes: Vacuum cleaners, Hair care, Air treatment, Fans & heaters, Lighting and Hand dryers •  For each family or products presented: a mockup of the products and its components, product versions ADDED-VALUE SERVICES •  Spaces to test all products. •  In-store professional stylist for a personalized consultation and styling session to experience the Dyson Supersonic hair dryer •  In-store return •  Online reservation to book an appointment in-store with a professional stylist to experience the Dyson Supersonic hair dryer STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Architecture & Design •  Overall concept & experience TECHNOLOGY •  Video screens featuring latest innovations © iVentures Consulting 2018
  67. 67. 67 Concept: opened in February this year, Ekoplaza Lab is a 646 sq.ft. “shop in the shop” inside the Dutch eco supermarket chain Ekoplaza, in Central Amsterdam. It offers the first plastic-free aisle of 700 organic products, with plans for a national rollout. Location: Amsterdam. © iVentures Consulting 2018
  68. 68. 68© Ekoplaza
  69. 69. 69© Ekoplaza
  70. 70. 70© Ekoplaza
  71. 71. 71© Ekoplaza
  72. 72. Store’s strengths OFFERING OR CURATION •  700 plastic-free organic products including meat, rice, sauces, dairy, chocolate, cereals, yogurt, snacks, fresh fruit and vegetables. •  All products are packaged in paper, cardboard, and other alternatives with ecological certification STAFF •  Welcoming •  Helpful if needed ADDED-VALUE SERVICES •  No waste/plastic free COMMUNITY •  Through this initiative, a community of responsible and environmentally-involved clients is created WOW EFFECT •  Overall concept & experience © iVentures Consulting 2018 72
  73. 73. 73 Concept: for its Spring/Summer #guccihallucination campaign, Gucci transforms its international stores into interactive art galleries featuring the Spanish artist Ignasi Monreal, by bringing online and offline together. Customers are able to take pieces of the artwork home with them in a variety of ways, through Gucci’s mobile microsite and various spring/summer initiatives. Location: 52 designated stores around the world. © iVentures Consulting 2018
  74. 74. 74© Gucci
  75. 75. 75© Gucci
  76. 76. 76© Gucci
  77. 77. 77© Gucci
  78. 78. Store’s strengths OFFERING OR CURATION •  Gucci’s Spring / Summer collection showcased physically and digitally, like artwork displayed in an art gallery STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Scenography •  Overall concept & experience TECHNOLOGY •  Animated digital illustrations displayed on screens in each store window •  Stickers on the store windows that allow customers to download or use the Gucci app to scan these artworks •  Activating artwork can be printed as vintage tickets © iVentures Consulting 2018 78 •  VR headsets available in store for the immersive art experience •  Gucci app can bring illustrations to life through AR ADDED-VALUE SERVICES •  Immersive VR experience into 360 degree panoramas with Monreal’s campaign illustrations •  Artwork can be printed or downloaded
  79. 79. 79 Concept: first launched in 2014 in London in a 27,000 sq.ft. space, House of Vans is a cultural hub that merges fashion, sport, art, music and street culture. Designed as a creative space, local communities can experience and engage with Vans through concrete bowls, art installations, workshops, bars and concert stages. Location: 3 spaces (Brooklyn, Chicago and London) and pop-ups around the world. © iVentures Consulting 2018
  80. 80. 80© Vans
  81. 81. 81© Vans
  82. 82. 82© Vans
  83. 83. 83© Vans
  84. 84. 84© Vans
  85. 85. 85© Vans
  86. 86. 86© Vans
  87. 87. Store’s strengths OFFERING OR CURATION •  Brand’s sneakers and collaborations COMMUNITY •  Community spaces for people to socialize (skatepark, concert, workshop, etc…) •  Events (music showcases, live murals, talks, workshops etc.) ADDED-VALUE SERVICES •  Gallery with artist labs to create and display art exhibitions •  Cinema and screening room •  850 capacity concert venue with live performances •  Skatepark •  Café and kitchen •  Bars •  Workshops (DIY for shoe customization, etc…) •  Online RSVP and booking for events STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Architecture & design •  Overall concept & experience © iVentures Consulting 2018 87
  88. 88. 88 Concept: opened in July 2017 midtown in NYC, Lululemon’s flagship is a 8,000 sq.ft. space designed to immerse customers in its community and universe by offering a unique experience that goes beyond the purchase. The store includes a meditation space where customers can chill for a mind-body reboot. Location: 1 flagship in NYC, 411 stores worldwide. © iVentures Consulting 2018
  89. 89. 89© Lululemon
  90. 90. 90© Lululemon
  91. 91. 91© Lululemon
  92. 92. 92© Lululemon
  93. 93. 93© Lululemon
  94. 94. Store’s strengths OFFERING OR CURATION •  Good and wide selection of technical athletic clothes for yoga, running, working out, etc. •  Reassuring information available for each product (Concept, Why the brand made this product etc.) COMMUNITY •  Meditation studio as a place to chill for mind-body reboot ADDED-VALUE SERVICES •  Meditation studio with "zen pods" and a list of self-guided meditation programs TECHNOLOGY •  Zen pods STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Overall concept & experience © iVentures Consulting 2018 94
  95. 95. 95 Concept: opened in December 2016, the 5,000 sq.ft. flagship of the fashion rental company Rent the Runway was designed like a dream closet, where customers can easily pick up, exchange and return outfits, get advice about fitting and styling etc. Location: 1 flagship in NYC and 4 other stores in the U.S. ( Chicago, Washington DC, SF, Topanga). © iVentures Consulting 2018
  96. 96. 96© Rent the runway
  97. 97. 97© Rent the runway
  98. 98. 98© Rent the runway
  99. 99. 99© Rent the runway
  100. 100. 100© Rent the runway
  101. 101. 101© Rent the runway
  102. 102. Store’s strengths OFFERING OR CURATION •  Rotating selection of designer styles from everyday outfits to black tie, personalized for each store based on store’s customer data analysis COMMUNITY •  Regular events in-store (Sample sale etc.) •  Private events ADDED-VALUE SERVICES •  Pick up, drop off & exchange of online orders (related to membership) •  Same day rental offered in store •  Styling services •  Online reservation to book a styling appointment, RSVP for an event, book a last minute appointment or a membership consultation TECHNOLOGY •  Interactive kiosk to self-scan items for order pick up, drop off and exchange •  6 tablets available to browse inventory and order/ reserve an item, book a styling appointment etc. •  Interactive mirror with empowering messages •  Store’s customer data analysis STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Overall concept & experience © iVentures Consulting 2018 102
  103. 103. 103 Concept: launched in July 2017 in Boston’s Newbury Street, Sephora Studio is Sephora’s new high-tech mini-store concept of 2,000 sq.ft. that merges the best of an inclusive neighborhood retail environment with best-in-class digital tools that enable expert beauty advisors to customize recommendations on an individual basis. Location: Boston © iVentures Consulting 2018
  104. 104. 104© Sephora
  105. 105. 105© Sephora
  106. 106. 106© Sephora
  107. 107. 107© Sephora
  108. 108. Store’s strengths OFFERING OR CURATION •  Curated selection of brands across prestige cosmetics, skincare, hair care and fragrance ADDED-VALUE SERVICES •  Online order in store for products not available in store •  Same day pick up •  Beauty services: custom makeovers , mini-facials and mini-makeovers •  Studio concierge services •  Online reservation of in-store beauty services TECHNOLOGY •  Digital welcome and service menu screens for easy navigation and self- help •  Each beauty advisor is equipped with a mobile device for customer service purposes (appointment check-in, Beauty Insider status, ratings and reviews, direct register-free payment) •  Digital tools & services like makeup station with AR, Digital Makeover Guide, Moisture Meter, Skincare IQ, Color IQ, etc… STAFF •  Welcoming •  Helpful if needed •  Expert artists/studio consultants and staff with highest levels of certification WOW EFFECT •  Overall concept & experience © iVentures Consulting 2018 108
  109. 109. 109 Concept: opened in 2015, The Apartment by The Line is retailer The Line’s offline concept store in LA and NYC, designed as a home, in which The Line’s refined, versatile, and honest goods, spanning fashion, home, beauty, and art, come together in distinct rooms. Location: 2 stores (NYC, LA). © iVentures Consulting 2018
  110. 110. 110© The Line
  111. 111. 111© The Line
  112. 112. 112© The Line
  113. 113. 113© The Line
  114. 114. 114© The Line
  115. 115. 115 Store’s strengths OFFERING OR CURATION •  Inspirational curation of fashion, home, beauty, and art products showcased in an apartment-like space where everything is shoppable ADDED-VALUE SERVICES •  Wardrobe stylist assistance •  Personal selection of items •  Expert assistance for gifts •  Wedding or other gifts registry •  Personal space design/redesign/ furnish •  Special home pieces and customization options for interior designers •  Online reservation of in-store personal services (styling, interior design, etc.) STAFF •  Welcoming •  Helpful if needed •  Experts (styling, interior design) WOW EFFECT •  Interior design •  Overall concept & experience © iVentures Consulting 2018
  116. 116. 116 Concept: opened in November 2017, The Realreal Soho 6,000 sq.ft. flagship is the first permanent retail and consignment space in New York, where customers can shop, consign and meet with experts to learn more about luxury authenticity and sustainability. Location: 1 flagship in NYC and 7 luxury consignment offices in the U.S. (NYC, LA, SF, Washington, Chicago, Dallas, Miami). © iVentures Consulting 2018
  117. 117. 117© The RealReal
  118. 118. 118© The RealReal
  119. 119. 119© The RealReal
  120. 120. © The RealReal 120
  121. 121. 121© The RealReal
  122. 122. 122 Store’s strengths OFFERING OR CURATION •  Rotating product mix of men’s and women’s fashion, fine jewelry, watches, home furnishings, décor and art. ADDED-VALUE SERVICES •  Free valuation with a fashion pricing specialist, gemologist or horologist •  Consignment drop off •  Regular expert workshop events on luxury authenticity, sustainability, brands, etc. •  Personal shopping •  Luxury care & repair services •  Refreshments at CaféCafé with wifi and patio •  Library •  In-store flower shop •  Online appointment booking for free evaluation, consignment drop off and personal styling STAFF •  Welcoming •  Helpful if needed •  Experts (gemologists, horologists, authentication specialists, etc.) WOW EFFECT •  Overall concept & experience TECHNOLOGY •  Tablets to browse consigned products on The Realreal’s site © iVentures Consulting 2018 COMMUNITY •  Regular workshop events in- store
  123. 123. 20 Experiential retail best practices Pop-up stores & events 123
  124. 124. 124 Concept: launched initially in fall 2015, Casper’s Nap Tour is the online mattress brand’s pop-up bus called Napmobile, equipped with four napping pods, that stops in cities across the US and Canada, offering consumers a chance to nap in order to test out Casper’s mattress. Location: Busy urban zones across the US and Canada. © iVentures Consulting 2018
  125. 125. 125© Casper
  126. 126. 126© Casper
  127. 127. 127© Casper
  128. 128. 128© Casper
  129. 129. 129 Pop-up’s strengths OFFERING OR CURATION •  Focus on brand’s unique signature mattresses, sheets and pillows ADDED-VALUE SERVICE •  Nap & test out Casper products in a soothing bedroom environment, with warm, ambient lighting, privacy blinds, and the ability to control the space’s temperature •  Pods equipped with bedside phones so nappers can listen to a classic bedtime story •  Online registration of nap time slot in 15-minute increments STAFF •  Welcoming •  Helpful if needed •  Brand’s ambassadors that are actual Casper employees WOW EFFECT •  Overall concept & experience © iVentures Consulting 2018
  130. 130. 130 Concept: a 3-month long 1,100 sq.ft. immersive fragrance-dedicated pop-up exhibition in Soho, starting mid-March 2018, to celebrate Diptyque's 50 years as a perfumer and to launch 2 new fragrances. The pop-up offers unique and interactive sensory experiences honoring the brand’s iconic designs and fragrances, as well as new events, workshops, installations and new limited-edition merchandise each week. Location: Soho, NYC © iVentures Consulting 2018
  131. 131. © Diptyque 131
  132. 132. 132© Diptyque
  133. 133. 133© Diptyque
  134. 134. 134© Diptyque
  135. 135. 135© Diptyque
  136. 136. 136 Pop-up’s strengths OFFERING OR CURATION •  Entire collection of eau de parfum and eau de toilette as well as their iconic designs •  Two new fragrances ADDED-VALUE SERVICES •  Interactive aromatherapy bar with “Click & Sniff” technology, to discover and learn about more than 30 raw fragrance materials •  Ability for customers and fans to design their own olfactive landscape and create their own scent memory. Winner will get their custom fragrance created by Diptyque’s creative team •  Weekend activations: events, workshops, and limited edition Merchandise (from customized bottle painters, to poets, and flower bars) •  Olfactory landscape progressively painted by the commissioned artist Halsey Shait over the course of the pop-up STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Overall concept & experience TECHNOLOGY •  USB-charged device that emits scent via scent crystals for the interactive aromatherapy bar •  Interactive stations with video installations © iVentures Consulting 2018 •  Post cards that visitors can send anywhere in the country. Each recipient can get a gift in all Diptyque stores •  Online booking of olfactive tour via Eventbrite COMMUNITY •  Events & workshops
  137. 137. 137 Concept: inspired by both the vintage French Citroën H Van used by French farmers and by the worldwide success of food trucks, L’Occitane launched L'Occi Truck, its first-ever traveling shop experience, in April. This retail-store-on-wheels, presents a new direct-to-consumer shopping model, spreading the spirit and beauty of Provence across North America. Location: Washington D.C. during the Blossom Festival, NYC during Beautycon, The Grove in Los Angeles … © iVentures Consulting 2018
  138. 138. 138© L’Occitane
  139. 139. 139© L’Occitane
  140. 140. 140© L’Occitane
  141. 141. 141 Pop-up’s strengths OFFERING OR CURATION •  Internal shelving display filled with a curated-assortment of best selling skincare, hand care and body care products ADDED-VALUE SERVICES •  Interactive station allowing passersby to test & play with product •  Exclusive product ritual demonstration from a beauty expert associate with hero product ranges and an assortment tailored to each regional area. •  Café-inspired seating •  Photo booth with props at the front of the truck, for social media engagement STAFF •  Welcoming •  Trained beauty expert associates •  Helpful if needed WOW EFFECT •  Overall concept & experience TECHNOLOGY •  Test & play Interactive station •  Exterior screen that displays video content showcasing the spirited Provençal lifestyle and brand history © iVentures Consulting 2018
  142. 142. 142 Concept: Twice a year, The Chronicles of LA transform a space into an experiential pop-up store and art exhibition, bringing together emerging designers (fashion, jewelry, arts, interiors…), musicians, dancers and performers. The first Chronicle took place in December 2017, in a secret vintage hotel in downtown Los Angeles, and focused on Sex, inspired by the "punkism" of fashion designer Vivienne Westwood. The next chapter is planned for July 2018. Location: Los Angeles © iVentures Consulting 2018
  143. 143. 143© The Chronicles of L.A.
  144. 144. 144© The Chronicles of L.A.
  145. 145. 145© The Chronicles of L.A.
  146. 146. 146© The Chronicles of L.A.
  147. 147. 147© The Chronicles of L.A.
  148. 148. 148© The Chronicles of L.A.
  149. 149. 149 Pop-up’s strengths OFFERING OR CURATION •  Curation of emerging designers (fashion, jewelry, arts, interiors…), artistically showcased on the same theme in an interesting venue •  Exclusive items made for the popup by every designer ADDED-VALUE SERVICES •  Bar & Restaurant •  Live performances (Music, dance, etc…) •  Photo booth for social media engagement STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Overall concept & experience COMMUNITY •  A space designed to hang out with friends & family •  Regular events © iVentures Consulting 2018
  150. 150. 150 Concept: last November 2017, for the release of its Xbox One X, Microsoft Xbox opened a 3-day pop-up hotel, “Stay N' Play”, a sleepover venue that allowed gamers to play all night long and fit in a nap here and there. Location: Pirrama Park, Sydney, Australia © iVentures Consulting 2018
  151. 151. 151© Xbox
  152. 152. 152© Xbox
  153. 153. 153© Xbox
  154. 154. 154 Pop-up’s strengths OFFERING OR CURATION •  Focus on the Xbox One X with enhanced Games, 4K HDR televisions, and Dolby Atmos enabled headsets, Xbox Onesies … ADDED-VALUE SERVICES •  Private gaming theme suites available for online reservation, on a first come, first serve basis. 2-hour slots, day and night for 3 days •  Selection of Xbox One X Enhanced Games, available from the Gold Standard concierge •  Lobby access for everyone STAFF •  Welcoming •  Helpful if needed WOW EFFECT •  Overall concept & experience TECHNOLOGY •  All Xbox One X equipment COMMUNITY •  Community space for gamers © iVentures Consulting 2018
  155. 155. Have any questions? Looking for advice, speakers, or just a good cup of coffee? Don’t hesitate to contact us… France Christophe Biget Managing Partner @cbiget +33 1 77 19 38 25 7/11 rue de l’Yvette 75016 Paris U.S. Aurelia Ammour Managing Partner @aammour +1 (415) 315-9654 1714 Lombard Street San Francisco CA 94123 contact@iventures-consulting.com www.iventures-consulting.com www.facebook.com/IventuresConsulting @iVenturesC Peugeot HQ lobby, 1966© iVentures Consulting 2018
  156. 156. About iVentures Consulting iVentures Consulting is a Management Consulting boutique dedicated to company transformation founded in 2005 by Aurélia Ammour and Christophe Biget and based in Paris, San Francisco and Los Angeles. iVentures Consulting works with groups and brands mainly in Fashion, Luxury, Beauty and Retail •  Transformation: business planning & roadmap •  In-store and E-commerce customer journey •  Agile organization •  Disruptive innovations •  Partnership with startups •  New ventures creation •  M&A S T R A T E G Y C O N S U L T I N G B U S I N E S S I N T E L L I G E N C E •  Board & management committee wakeup call: latest trends and best practices •  “Piscine 42”: top management program focused on agility (in partnership with 42 school) •  Reverse mentoring •  Other bespoke programs (training, digital day, tribune, digital academy learning expedition…) C U L T U R A L T R A N S F O R M A T I O N •  Market watch & trends •  eShopper Index: Ranking & Analysis of E-Commerce leaders based on customer experience •  Deep dive analysis : E-Commerce performance audit & optimization. M A I N C L I E N T S Fashion & Luxury: Baccarat, Boucheron, Carolina Herrera , Céline, Esprit, Givenchy, Icosae, IKKS, IFM, Lacoste, Loewe, LVMH Group, Kering, Moet Hennessy, Paco Rabanne, Vilebrequin. Beauty: Clarins, Diptyque, L’Oréal Paris, Lancôme, L’Oréal Luxe, LVMH Perfumes & Cosmetics, PUIG, Rituel de Fille, Yves Rocher Retail: Carrefour, Darty, Feelunique.com, Fnac, Just One Eye, Monoprix, Nocibe, Paris Aéroport, Sephora, Stokhomani. Others: Air France, BNP Paribas, Bouygues, Ducati, Essilor, Le Monde, Roche, Saint Gobain, SNCF, Société Générale, Total.
  157. 157. 157© iVentures Consulting 2017 Press coverage
  158. 158. Fashion & Beauty Tech: 20 startups that are reinventing customer experience (2016) Chief Digital Officer: Ninja of the (digital) transformation (2016) E-Commerce Growth: 25 tactics to grow your E-Commerce (2015) eShopper Index 2015 - the only index that analyzes & ranks E-Commerce performances of leading players all along the customer journey. Retail, Fashion & Beauty: How companies drive innovation (2017) Previous publications 158© iVentures Consulting 2018

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