Many experts and industry pundits are predicting the demise of retail in the face of digitalization. But the notion of ‘Pure Play’ has failed. Digital only and brick and mortar only retailers are on the decline, many purely e-retailers going out of business altogether. The largest retailer in the world, Amazon, is investing in traditional brick and mortar outlets. The fact is, stores are the ‘new black’.
One of the biggest opportunities for traditional retailers of all types is creating a unique and sought after customer experience. Customer experience can be applied to better, quicker and more efficient processes or to immersive, truly experiential events enabled by exciting newly emerging or maturing technologies.
Welcome to our annual collection of top 25 signs according to marketing & innovation experts using & working daily with our Inspiration-Hub.
We have selected the 25 most game changing and important signs that drew the attention of our readers this year the most.
Explore the collection of disruptive signs from categories such as consumer insights, product innovation, service innovation, experience innovation & communication and see where the market is going.
giffgaff's Strategy - The Underdog Leading in CXLHBS
giffgaff’s network users are not only at the heart of their business, they are their business. A consistent brand image has brought them out on top in customer satisfaction in the UK, outperforming all competitors including O2, EE and Virgin.
How are they continuing to encourage and harness the power of a loyal and engaged community? How do they continue to deliver mutually beneficial value while staying true to their core values?
This report will introduce giffgaff’s core ideas, and explore their Customer Value Proposition using our CVP Canvas to identify the brand initiatives around product innovation, added-value services, shopping experience, and communication that contributed to exceptional customer experience.
Touch-Point Technology: Transforming the Customer JourneyLHBS
Technology has become a part of almost every day-to-day activity. Things are no different for how brands do business. The customer journey has been transformed to address rising expectations in speed, precision, personalization and security through implementation of technologies at crucial touch-points, or the moments of interaction between the brand and the customer.
This snapshot explores three trends we see in today’s brands’ use of technology at touch-points along the customer journey:
Reducing customer effort
Re-humanizing interactions
From responsive to predictive
Welcome to the next edition of our Snapshot Report.
The report will present this industry based on 3 discovered trends/ disruptions:
- PIN alternatives and what are the innovations within payment confirmations
- DIY finances and how financial service institutions are educating their customers on personal finance management and beyond
- Quick access to personal banking via various different mediums
Operating with personal funds and savings on a daily basis is becoming easy, customer-friendly and convenient.
Welcome to the latest edition of our Snapshot. In this edition, we explain the increasing importance of messaging platforms and highlight how businesses and organisations are using chat apps as marketing and communications channels in innovative ways. Finally, we end with some key implications on what the future of messaging platforms might look like.
The report is divided into three parts:
- WHAT IS HAPPENING - We explain the increasing importance of messaging platforms.
- THE BEST OF MESSAGING APPS - We highlight innovative ways businesses and organizations are utilizing chat apps.
- LEARNINGS
PSFK Future of Retail 2015 Report - Summary PresentationPSFK
Get your copy of The Future of Retail 2015: www.psfk.com/report/future-of-retail-2015
In the fifth volume of the Future of Retail report the PSFK Labs team explores the dynamic social, technological, and physical forces influencing consumer behavior and driving next-generation shopping experiences. With a refocus on the importance of the physical store, our analysis below includes 10 in-store strategies supported by over a dozen key trends that retailers can use to immediately begin redefining their retail experience.
The report looks at how, in order to stand out from the competition, retailers and brands must make the best use of their customers’ time and attention by designing multichannel experiences that strike a perfect balance between efficiency and enjoyment, relevance and surprise.
Featured within the 110 page report, readers can find:
- 10 strategies to redefine the store
- Over a dozen global trends changing retail
- 20 future store concepts
- Perspectives from leading shopper experts across the globe
If you are interested in seeing a presentation of this report or would like to understand how PSFK can help your team ideate new possibilities for your brand, contact us at sales@psfk.com
Vol. 5 | Published November 2014
All rights reserved. No parts of this publication may be reproduced without the written permission of PSFK Labs.
A Little More Conversation: Branding with Voice UILHBS
How we use and interact with machines and software is changing. Some assumed it was a fad, but we’re now seeing voice technology infiltrating our businesses, mobiles, vehicles and now our homes.
Brands are adopting the idea that voice is here to stay, which brings with it a shift in user experience, and in turn, customer expectations of usability.
Welcome to our annual collection of top 25 signs according to marketing & innovation experts using & working daily with our Inspiration-Hub.
We have selected the 25 most game changing and important signs that drew the attention of our readers this year the most.
Explore the collection of disruptive signs from categories such as consumer insights, product innovation, service innovation, experience innovation & communication and see where the market is going.
giffgaff's Strategy - The Underdog Leading in CXLHBS
giffgaff’s network users are not only at the heart of their business, they are their business. A consistent brand image has brought them out on top in customer satisfaction in the UK, outperforming all competitors including O2, EE and Virgin.
How are they continuing to encourage and harness the power of a loyal and engaged community? How do they continue to deliver mutually beneficial value while staying true to their core values?
This report will introduce giffgaff’s core ideas, and explore their Customer Value Proposition using our CVP Canvas to identify the brand initiatives around product innovation, added-value services, shopping experience, and communication that contributed to exceptional customer experience.
Touch-Point Technology: Transforming the Customer JourneyLHBS
Technology has become a part of almost every day-to-day activity. Things are no different for how brands do business. The customer journey has been transformed to address rising expectations in speed, precision, personalization and security through implementation of technologies at crucial touch-points, or the moments of interaction between the brand and the customer.
This snapshot explores three trends we see in today’s brands’ use of technology at touch-points along the customer journey:
Reducing customer effort
Re-humanizing interactions
From responsive to predictive
Welcome to the next edition of our Snapshot Report.
The report will present this industry based on 3 discovered trends/ disruptions:
- PIN alternatives and what are the innovations within payment confirmations
- DIY finances and how financial service institutions are educating their customers on personal finance management and beyond
- Quick access to personal banking via various different mediums
Operating with personal funds and savings on a daily basis is becoming easy, customer-friendly and convenient.
Welcome to the latest edition of our Snapshot. In this edition, we explain the increasing importance of messaging platforms and highlight how businesses and organisations are using chat apps as marketing and communications channels in innovative ways. Finally, we end with some key implications on what the future of messaging platforms might look like.
The report is divided into three parts:
- WHAT IS HAPPENING - We explain the increasing importance of messaging platforms.
- THE BEST OF MESSAGING APPS - We highlight innovative ways businesses and organizations are utilizing chat apps.
- LEARNINGS
PSFK Future of Retail 2015 Report - Summary PresentationPSFK
Get your copy of The Future of Retail 2015: www.psfk.com/report/future-of-retail-2015
In the fifth volume of the Future of Retail report the PSFK Labs team explores the dynamic social, technological, and physical forces influencing consumer behavior and driving next-generation shopping experiences. With a refocus on the importance of the physical store, our analysis below includes 10 in-store strategies supported by over a dozen key trends that retailers can use to immediately begin redefining their retail experience.
The report looks at how, in order to stand out from the competition, retailers and brands must make the best use of their customers’ time and attention by designing multichannel experiences that strike a perfect balance between efficiency and enjoyment, relevance and surprise.
Featured within the 110 page report, readers can find:
- 10 strategies to redefine the store
- Over a dozen global trends changing retail
- 20 future store concepts
- Perspectives from leading shopper experts across the globe
If you are interested in seeing a presentation of this report or would like to understand how PSFK can help your team ideate new possibilities for your brand, contact us at sales@psfk.com
Vol. 5 | Published November 2014
All rights reserved. No parts of this publication may be reproduced without the written permission of PSFK Labs.
A Little More Conversation: Branding with Voice UILHBS
How we use and interact with machines and software is changing. Some assumed it was a fad, but we’re now seeing voice technology infiltrating our businesses, mobiles, vehicles and now our homes.
Brands are adopting the idea that voice is here to stay, which brings with it a shift in user experience, and in turn, customer expectations of usability.
Retail is undoubtedly reverting to “under construction”. Customer’s expectations are changing, malls and shops are closing down, others are opening up and doing better than ever. Many brands are investing in customer experience, shaping them into something unforgettable for their store visitors.
How should stores navigate all the trends? How can they ensure customer’s come back for more?
This Snapshot explores the current state of retail, where it is going, customers’ expectations and best practices along the customer journey followed by implications for retailers.
Amazon: friend or foe?
This presentation looks at the ways to work with Amazon, its opportunities and threats for brands and the winning distribution strategies for you.
Luxury 3.0- a new Retail Scenario for Product Mass Customization and On Deman...ELSE CORP
ELSE Corp offers a new solution for luxury fashion retail: "Luxury Product Customization and Virtual Retail". Introduction to New Trends & New Principles, The Perfect Product and The Virtual Retail. Luxury 3.0 scenario
For more info: http://www.else-corp.com/
An introduction to Useful Brands from a Byte Breakfast event, presented by 383 co-founder John Newbold.
http://383project.com/blog/useful-brands-byte-breakfast/
Automotive Product & Marketing Innovation For MillennialsGood Rebels
The Spotify and Netflix generation is as comfortable sharing and subscribing to their driving options as they are to their entertainment. Smart players will place equal emphasis on monetising services as they will innovating their product range.
If the trends seen in this report become reality, a business based purely on production and volume sales will fail. Traditional OEMs must become service-based businesses to thrive.
Find out how to thrive if you are a product or marketing automotive professional.
As the global retail sector sees shifts in consumer behaviour retailers must stay ahead of the factors influencing fast-changing market.
We have compiled a trend report which identifies eight key IT, cultural and social trends driving change in the retail sector in order to identify short-term customer opportunities in the run-up to 2020.
The Berlin spring drinks invite you to discuss and explore service innovation in the retail sector. What are business challenges? What are emerging drivers? What behavioural changes can be observed?
Guest speaker Johannes Wrubel, an independent brand consultant, will give an introductory talk. Afterwards a hands-on session will make the topic tangible for you. It’s followed by open mingling at the beautiful Fjord Berlin office.
This presentation was given by Mark Strella and Mike Massey of Locally at the June 2017 Grassroots Outdoor Alliance in Albuquerque, New Mexico. Mark and Mike covered the changing landscape of omni-channel shopping, and how brands can leverage their retailer network to effective serve this ever evolving breed of shopper.
Gen Z Girls: Living For Looks, Looking To LiveLHBS
Welcome to the latest in our Snapshot series. In this edition, we will delve deeper into what defines and motivates the next generation of consumers, focusing on girls.
Growing up “publicly” online has inevitably lead to an increase in self-consciousness. They have grown up closer to gender equality, a readily available outlet for their voice to be heard as well as almost every service at their fingertip. We explore how this is changing their values and ways they engage with brands.
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...USERADGENTS
A synthetic vision of retail trends & innovation:
6 challenges for retailers, 48 case studies, 5 best cases, 10 expert's opinions. Hot topics: beacons, ultrasounds, augmented reality, APIs, geolocation, connected objects, mobile payment...
The new smart customers - How they really buy and how we can address thisCarmen Fehrenbach
This slide deck presents the results of a Sapient internal study on consumer behavior during the purchase path and underlying information needs. Moreover, tools and ideas on how to enable connected consumer-brand experiences
over multiple channels are explained.
Amazon: Anything, Anywhere, Anytime // Customer Value SeriesLHBS
Experts predict that Amazon is going to become the most valuable company in the world this year. No other online retailer comes close to the e-commerce giant. With the introduction of Amazon Go, a new technology that provides a checkout-free shopping experience, the retailer is pushing further into the physical realm, setting new standards for the future of brick-and-mortar.
Amazon is striving to be “Earth’s Most Customer-Centric Company”. In this report we will shed light on how the e-tailer actually creates value for its customers in four interrelated but distinctive areas: core product innovation, added-value services, shopping experience and communication.
----
At LHBS, we believe that brand or business strategies need to be prescriptive not just descriptive. A strategy needs to drive action through meaningful Customer Value Propositions. That’s why we work with our Customer Value Proposition Canvas as a navigation system for bringing strategy to life. We’ve created the Customer Value Series to analyze and share how leading companies bring their Customer Value Propositions to life through their core products, added value services, the customer journey and communication.
This issue highlights AMAZON.
We hope you enjoy this deck and are able to be inspired by it in your innovation process.
Welcome to the next edition of our Near Future Report prepared in close cooperation with the LHBS Inspiration-Hub.
In this report, we will be tackling the 3 following themes:
- Shared Value Creation - where we will explore how to create new and valuable relationships between brands and consumers above and beyond UGC
- Unconventional Touch Points - where we focus on reaching audiences through unconventional channels while building loyalty through offering useful experiences & services
- Virtual Reality - a well-known trend that deserves a closer look since it will increasingly determine how we consume media in the nearest future.
Take a look at our three stories where we identify what is happening, why is it important for brands and also a few recommendations from our side.
Retail is undoubtedly reverting to “under construction”. Customer’s expectations are changing, malls and shops are closing down, others are opening up and doing better than ever. Many brands are investing in customer experience, shaping them into something unforgettable for their store visitors.
How should stores navigate all the trends? How can they ensure customer’s come back for more?
This Snapshot explores the current state of retail, where it is going, customers’ expectations and best practices along the customer journey followed by implications for retailers.
Amazon: friend or foe?
This presentation looks at the ways to work with Amazon, its opportunities and threats for brands and the winning distribution strategies for you.
Luxury 3.0- a new Retail Scenario for Product Mass Customization and On Deman...ELSE CORP
ELSE Corp offers a new solution for luxury fashion retail: "Luxury Product Customization and Virtual Retail". Introduction to New Trends & New Principles, The Perfect Product and The Virtual Retail. Luxury 3.0 scenario
For more info: http://www.else-corp.com/
An introduction to Useful Brands from a Byte Breakfast event, presented by 383 co-founder John Newbold.
http://383project.com/blog/useful-brands-byte-breakfast/
Automotive Product & Marketing Innovation For MillennialsGood Rebels
The Spotify and Netflix generation is as comfortable sharing and subscribing to their driving options as they are to their entertainment. Smart players will place equal emphasis on monetising services as they will innovating their product range.
If the trends seen in this report become reality, a business based purely on production and volume sales will fail. Traditional OEMs must become service-based businesses to thrive.
Find out how to thrive if you are a product or marketing automotive professional.
As the global retail sector sees shifts in consumer behaviour retailers must stay ahead of the factors influencing fast-changing market.
We have compiled a trend report which identifies eight key IT, cultural and social trends driving change in the retail sector in order to identify short-term customer opportunities in the run-up to 2020.
The Berlin spring drinks invite you to discuss and explore service innovation in the retail sector. What are business challenges? What are emerging drivers? What behavioural changes can be observed?
Guest speaker Johannes Wrubel, an independent brand consultant, will give an introductory talk. Afterwards a hands-on session will make the topic tangible for you. It’s followed by open mingling at the beautiful Fjord Berlin office.
This presentation was given by Mark Strella and Mike Massey of Locally at the June 2017 Grassroots Outdoor Alliance in Albuquerque, New Mexico. Mark and Mike covered the changing landscape of omni-channel shopping, and how brands can leverage their retailer network to effective serve this ever evolving breed of shopper.
Gen Z Girls: Living For Looks, Looking To LiveLHBS
Welcome to the latest in our Snapshot series. In this edition, we will delve deeper into what defines and motivates the next generation of consumers, focusing on girls.
Growing up “publicly” online has inevitably lead to an increase in self-consciousness. They have grown up closer to gender equality, a readily available outlet for their voice to be heard as well as almost every service at their fingertip. We explore how this is changing their values and ways they engage with brands.
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...USERADGENTS
A synthetic vision of retail trends & innovation:
6 challenges for retailers, 48 case studies, 5 best cases, 10 expert's opinions. Hot topics: beacons, ultrasounds, augmented reality, APIs, geolocation, connected objects, mobile payment...
The new smart customers - How they really buy and how we can address thisCarmen Fehrenbach
This slide deck presents the results of a Sapient internal study on consumer behavior during the purchase path and underlying information needs. Moreover, tools and ideas on how to enable connected consumer-brand experiences
over multiple channels are explained.
Amazon: Anything, Anywhere, Anytime // Customer Value SeriesLHBS
Experts predict that Amazon is going to become the most valuable company in the world this year. No other online retailer comes close to the e-commerce giant. With the introduction of Amazon Go, a new technology that provides a checkout-free shopping experience, the retailer is pushing further into the physical realm, setting new standards for the future of brick-and-mortar.
Amazon is striving to be “Earth’s Most Customer-Centric Company”. In this report we will shed light on how the e-tailer actually creates value for its customers in four interrelated but distinctive areas: core product innovation, added-value services, shopping experience and communication.
----
At LHBS, we believe that brand or business strategies need to be prescriptive not just descriptive. A strategy needs to drive action through meaningful Customer Value Propositions. That’s why we work with our Customer Value Proposition Canvas as a navigation system for bringing strategy to life. We’ve created the Customer Value Series to analyze and share how leading companies bring their Customer Value Propositions to life through their core products, added value services, the customer journey and communication.
This issue highlights AMAZON.
We hope you enjoy this deck and are able to be inspired by it in your innovation process.
Welcome to the next edition of our Near Future Report prepared in close cooperation with the LHBS Inspiration-Hub.
In this report, we will be tackling the 3 following themes:
- Shared Value Creation - where we will explore how to create new and valuable relationships between brands and consumers above and beyond UGC
- Unconventional Touch Points - where we focus on reaching audiences through unconventional channels while building loyalty through offering useful experiences & services
- Virtual Reality - a well-known trend that deserves a closer look since it will increasingly determine how we consume media in the nearest future.
Take a look at our three stories where we identify what is happening, why is it important for brands and also a few recommendations from our side.
We are now living in times where messaging context is slowly becoming a new model of publishing. Conversational apps grow faster than social networks.
Hence our interest and new report around the topic of CHATBOTS.
“App fatigue is real” and using a chatbot for building a relationship with customers feels more accessible, as it is like talking to a “real” person while an intimate, one-on-one interaction which is de-cluttering our mobile experience at the same time. It is also just cheaper to prototype an build a chatbot service rather than create a standalone smartphone app for a brand or business. If done right, it can definitely deepen meaningful relationships.
Sustainability: Ecology & Economy // Snapshot Series LHBS
Sustainability has been a buzzword for the last couple of years. It means connecting economy with ecology, being able to internationally compete while also protecting the environment. A lot of companies are already committing to “being green”. It gives a competitive advantage and sustainability is increasingly expected by consumers. The movement is called Green Economy and describes a sustainable business that protects natural resources and doesn’t harm the environment.
This report explores the Green Economy from three angles:
insights into industry evolvements and consumer expectations
introduces best practices of brands that get it right
take-aways derived from insights and best practice examples
The automotive industry is changing rapidly, leading some in the field to a conclusion that soon cars may become the most technologically advanced products that consumers will ever buy.
The transition from a primarily mechanical-based to a software-based industry leads some to claim that car manufacturing is focusing less on transportation but rather on technology.
Since those changes will sooner or later affect most of the world’s population, it is fascinating to take a closer look as to what is currently happening in the automotive industry.
The report presents the car industry based on the Customer Value Canvas and will highlight innovation within the core product, added-value services, customer/shopping experience and brand communication, and as they are all important in customer’s overall impression.
A preliminary attempt to project 'Retro Marketing' as a nice way to communicate certain products which are attributed in way that can create 'Nostalgia' among consumers .
People feel renew their when they watch a product or offering emerging out of nostalgia and memories .
'Old is Gold' is a satisfying formulae for those who are orthodox and traditional .
A formação de professores com os usos potenciais das tecnologias digitais. Christiane16091988
AD1-Disciplina (Educação a distância) Crurso Cederj- UERJ- Aluna Christiane de Lima Gualberto.
Textos utilizados:
SILVA Marco. Exigências para formação do professor na cibercultura. Disponível em: http://plataforma.cederj.edu.br/ctrlsaladisciplina
O boom da educação a distância e o desafio da formação de professores para docência via internet. Disponível em: http://plataforma.cederj.edu.br/ctrlsaladisciplina
Entrevista com os professores Marco Silva e Edméa Santos Paidei@:Revista Científica de Educação a Distância. Disponível em: http://plataforma.cederj.edu.br/ctrlsaladisciplina
SILVA Marco. Reinventar a sala de aula na cibercultura. Disponível em: http://plataforma.cederj.edu.br/ctrlsaladisciplina
El tiempo se está cansando. Percepciones del cambio climáticoHelga Gruberg Cazon
Bolivia, conocida por sus múltiples ecosistemas: altiplano, salares, selvas tropicales, llanuras de
inundación, chaco y bosques interandinos, entre muchos otros; alberga diversas comunidades cuyas
culturas, lenguas y cosmología se han desarrollado de forma distinta. Cada una se expresan a través de
distintos estilos de vida, interpretación de la naturaleza, fenómenos que las acompañan y sus estrategias
de respuesta construidas ante cualquier evento. Al viajar por el país, poco a poco, en las charlas con
productores, campesinos, pueblos indígenas, colonizadores, fuimos entendiendo que perciben un “nuevo
orden del clima”. Así como son diversas las personas con las que conversamos, son distintos los efectos
del “nuevo orden del clima” y las explicaciones de la ocurrencia del mismo.
We explore 5 key areas where digital is adding value in retail, specifically in the physical store. (1) Consumer Engagement, (2) Payment, Security & Authentication, (3) Proximity Marketing, (4) Virtual Reality, (5) Augmented Reality. Market examples demonstrate how these trends play out in the market environment. This slide deck serves to provide insight into how to keep consumers visiting and engaged in brick-and-mortar spaces, by delivering their desire for digital. Persuading the consumer to keep the physical store alive is a challenge, and retailers need to adopt technology to maintain relevance, and at the forefront of disruption.
Here's what retail will look like by 2025, as retailers blend digital and physical in a new construct that enables a seamless, personalized, distinctive and sustainable shopping experience.
Future of Digital Retail - A Consumer Electronics PerspectiveGokul Alex
From my session on #DigitalRetail with a focus on #ConsumerElectronics Industry and #DigitalTransformation in the launch of a new Gadget Retail Brand in Kerala. I am outlining the emergence of a new retail era where Physical and Digital Experiences need to converge to educate, empower and entertain the customers in all the touch points.
Virtual Shelves - A Frontier of Innovation in Retail Technologieseyefactive GmbH
The evolving retail landscape involves redefining the purpose of physical stores for more customer connections and creating seamless omni-channel experiences.
Our retail vision is global, our voice international.Davide Gaeta
Unprecedented times, where consumers are more demanding and seek a deeper emotional connection to Brands. There has been a major shift from product transactions, buying and selling to integration. All this has been driven by social connection. 40% of people spend more time socialising on the internet than sharing face to face. Virtual visibility is our new currency – don’t share, don’t care attitude. Online is the new oxygen. Consumers today want access to products at any time.
Top 5 Tech Trends Revolutionizing Retail in 2024WWG
In the retail landscape of 2024, the integration and constant improvement of retail technology is required for business success. As per PwC’s findings, nearly 40% of global CEOs have expressed concerns about the economic viability of their businesses without making any changes to their current course. Nowadays, the retail industry is constantly going through changes brought with the wind of digital transformation. Those changes are requirements for industry survival.
To find out more about this year retail trends read our recent article https://rebrand.ly/qvn1eq5
iBeacons – Fad Or Trend? The Use-Cases For Retail And Omni-Channel Solutions ...Stefan Wolpers
iBeacons – Fad Or Trend? [RELOADED]
49 slides on the use-cases of Apple's BLE – Bluetooth Low Energy – beacon technology that allows for the first time to precisely locate a person within pre-defined proximity of a sensor and to communicate with that person contextually.
But where's the beef? NFC, QR-codes and WLAN tracking were promising that before and never caught on.
This improved slide-deck provides an answer to that question by addressing the most important use-cases as well as dealing with privacy and technologies issues of the (still) nascent technology.
Technology will transform retail resulting in the growth of brick and mortar retail. Check Retail Technologies trends that will help retailers survive.
11 Trends in the Future of Retail According to Brian SolisBrian Solis
Brian Solis Keynotes Acosta Leadership Symposium 2015: The concept of future retail is constantly evolving. But what isn't evolving as quickly is the understanding and widespread experimentation to bring the future to life today by mainstream retailers. Leading digital analyst, futurist and author Brian Solis shares his most important trends for retailers to embrace now. And, the good news is that no matter the date on this video, his words are as true today as they were then. Video Here: https://youtu.be/62OogreQpZA
Explore the trends that will shape the state of retail tech in 2021 and what could be coming next. Take a deep dive into global retail tech investment trends, top initiatives, and more.
Measuring Innovation Pace in FinTech - October 2019LHBS
Innovation is a race. 37% of banks in Germany viewed
fintech as a possible threat.
In the financial service industry, legacy organizations and emerging fintech disruptors are competing in the same environment, for the same customers.
Innovation pace refers to the speed at which a business is innovating and releasing new consumer-facing features. By measuring this pace of innovation, you can begin answering:
- What kind of value does your business bring to the customers?
- More importantly, are you continuously delivering more value to the customers faster than your competitors?
We took the fast-changing fintech industry as a practical use case to demonstrate why and how innovation pace is measured and what it could mean for business.
Key content:
- The incredible pace of innovation in the current fintech sector by looking at N26 and Revolut
- Guides and examples of using customer value proposition canvas as a measuring tool for innovation pace
- Next steps of what comes afterwards to benchmark your business' innovation pace
Once run by a few large banks, it has been taken over by smaller, more nimble and technology-driven disruptors who are putting the power back into the hands of consumers.
Banks need a more customer-centric way to do business and to differentiate themselves in new ways.
This report series will explore the most crucial changes happening in the finance industry, and how legacy banks need to act today to be around tomorrow.
This is part 3/3, and explores successful case examples of greater organizational transformation with focus on two crucial components to enable business to simply the challenges of tomorrow by working smarter today.
- The two key approaches to organizational transformation within legacies, with focus on traditional banks
- Several case studies of best practice transformation examples
- Implications & actionable starting points for traditional banks to approach transformation in an effective way (minimize risk, maximize cooperation)
Once run by a few large banks, it has been taken over by smaller, more nimble and technology-driven disruptors who are putting the power back into the hands of consumers.
Banks need a more customer-centric way to do business and to differentiate themselves in new ways.
This report series will explore the most crucial changes happening in the finance industry, and how legacy banks need to act today to be around tomorrow.
This is part 2/3, exploring how traditional banks can react, respond and adapt to keep up with the pace of change.
- How banks can observe trends and expectations with effective monitoring
- How banks can respond with innovations their audience need and want
- How banks can quicken their ways of working for sustainable and accelerated innovation through seeing new competitors in a collaborative light
Once run by a few large banks, it has been taken over by smaller, more nimble and technology-driven disruptors who are putting the power back into the hands of consumers.
Banks need a more customer-centric way to do business and to differentiate themselves in new ways.
This report series will explore the most crucial changes happening in the finance industry, and how legacy banks need to act today to be around tomorrow.
This is part 1/3, diving into the world of finance exploring how traditional banks need to act today to be around tomorrow.
- The current state of banking
- 5 Key expectations that banks should be responding to with both services and communications
- An opportunity for banks to begin exploring opportunities for self-disruption
The Agile Sprint is an approach to creating and improving user experience and product design, placing the business, technology and (especially) the user in the spotlight.
This is your guide to running successful Agile Sprints in your organization through exploring the What, Why & How of the Agile approach.
Spotify: the largest on-demand music service in the world, and growing fast. They offer a “freemium” as well as a paid premium model, allowing users the option to avoid advertisements and listen offline.
Tens of millions of daily Spotify users generates data that gives Spotify a unique opportunity to develop their products and services based on user behavior.
This report will provide some background on Spotify and explore their Customer Value Proposition using our CVP Canvas.
We will identify the brand initiatives surrounding product innovation, added-value services, shopping experience, and communication that contributed to a new success.
Influencers Now: The Current State Of Influencer MarketingLHBS
Ways of communicating have always evolved, only now they’re arriving faster than ever before. It’s becoming increasingly instantaneous, visual, authentic and personal in terms of the content being shared, and the younger generation need brands to keep up.
Online influencers are fitting the bill with their 24/7 presence, high engagement and openness of every aspect of their lives.
This snapshot evaluates the current state of Influencer Marketing to help inspire brands in how they could approach collaborations:
Who are they?
Where are they?
How are they used?
From Wasted to Wellbeing: Fostering a Sense of Community in Festivals of Exer...LHBS
Festivals are rapidly shifting their focus from just giving an opportunity to party and drink to having more of a wellness character. Consumers still crave of connecting with friends and other peers and want to make unique experiences. However, trends like the health and wellness economy are changing their mindset towards how they define fun and a good time hanging out with friends.
This snapshot explores wellness and fitness festivals from three different angels:
- fostering a sense of togetherness in a more digital, isolated world
- leveraging the health consumer mindset of the “FitGen”
- providing unforgettable occasions to celebrate in the experience economy
Everything You Thought About Customer Service & Loyalty is Wrong // Toolbox S...LHBS
What we think about in customer service could be wrong, from what customers want to who’s the best personality for teams.
Technology research firm Gartner Inc. (previously CEB) recently presented findings from a number of studies carried out within the realm of customer service across the world.
The research spanned many different industries and consisted of over 125,000 customers, over 5000 service representatives, over 100 companies and revealed three major findings.
We explore these findings and offer actionable steps and useful resources to begin customer service transformations within any company.
Domino's Strategy: From Pizza to Tech Giant // Customer Value SeriesLHBS
Domino’s has been seeing double digit growth for several consecutive quarters. The pizza chain has been outperforming giants such as Google or Facebook on the stock market.
What contributed to the success of this company, once simply known for bad pizza? How did the brand harness technology to embed itself into the lives of its customers by delivering a better experience?
Take a look at our report where we provide some background on Domino’s and explore their Customer Value Proposition using our CVP Canvas to identify the brand initiatives around product innovation, added-value services, shopping experience, and communication that contributed to a new success.
Welcome to the latest edition of our Snapshot. In this edition, we will demonstrate how collaborations help businesses to stay on top of the game and generate more sales and stay relevant for their customers.
The report is divided into three parts:
Expanding Customer Segments- Collaborations are launched to expand existing customer segments and open up promising industry segments.
Enhancing Product & Service Experience - Enhancing the product and service experience in order to engage existing customers even more and tie them stronger to the brand.
Cultivating Existing Relationships- Enhancing customer satisfaction beyond core offerings to strengthen customer loyalty.
Welcome to the latest edition of our Snapshot. In this edition, we will demonstrate how technological innovations both shape the beauty industry and individualize and increase the effectiveness of beauty items.
The report is divided into four parts:
- Digital Beauty - Digitalization is changing customer journeys and stimulating “try & buy” experiences.
- Tech Boosters - Technology is increasingly used to boost the performance and effectiveness of existing products.
- Beauty Wearables - Smart items offer individuality by measuring bio data and giving customized recommendations.
- Ingestible Beauty - Research is working on ingestible products that make keeping up with beauty routines easier and faster.
Welcome to the next edition of our Snapshot Report.
This time, we looked closer into the phenomenon of Pokémon Go.
This report seeks to identify the variety of factors that go into Pokémon Go’s massive success. Understanding the logics behind this global phenomenon is key to determining whether or not this success can be replicated, and if so, at what opportunity cost.
When it comes to designing the next generation of home appliances, companies should be looking at technological possibilities as well as considering changes in everything from food science, demographic projections, healthcare, environmental concerns, the economy and commerce. Trends point toward a society of the future that is more urbanised, environmentally- friendly and connected. These have major implications for how people might live and interact with products, information and each other.
In this report, we highlight four emerging trends in home appliances: space efficient, environmentally friendly, connected home, and age-friendly.
Today, having quick access to insights is a top priority for every innovation department in any industry.
Most innovation departments already have a system in place to craft, test and implement innovative ideas. But where do those ideas come from?
LHBS conducted a study on how companies collect, save and share valuable insights among team members.
This global study, held in November 2015, was based on a survey distributed to 100 participants, both clients and service providers, including agencies and consultancies.
The results are presented in this report.
Welcome to the next edition of our Snapshot Report prepared in close cooperation with the LHBS Inspiration-Hub.
In this report, we would like to share best practices and inspirational cases regarding influencer marketing looked upon from three perspectives:
- Visual Storytelling - where we will explore cases of how brands are effectively using or collaborating with influencers across different social media channels and web initiatives to create appealing visual content and stories
- Video Content - where we focus on presenting inspirational cases for short and longer video content or even web series
- Events - here you will be able to find some examples of events created by brands and bloggers or by brands for bloggers
Take a look at our Snapshot, and a few implications for brands that we included at the very end. In case you need more inspiration, get in touch with us!
1. UNDERSTAND TODAY. SHAPE TOMORROW.
WHY BRICK &
MORTAR ARE THE
“NEW BLACK”
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
1
The Near Future of Retail:
How technology can transform the in-store shopping experience.
2. UNDERSTAND TODAY. SHAPE TOMORROW.
INTRODU
CTION.
Many experts and industry pundits are predicting the demise of
retail in the face of digitalization. But the notion of ‘Pure Play’ has
failed. Digital only and brick and mortar only retailers are on the
decline, many purely e-retailers going out of business altogether.
The largest retailer in the world, Amazon, is investing in
traditional brick and mortar outlets. The fact is, stores are the
‘new black’.
One of the biggest opportunities for traditional retailers of all
types is creating a unique and sought after customer experience.
Customer experience can be applied to better, quicker and more
efficient processes or to immersive, truly experiential events
enabled by exciting newly emerging or maturing technologies.
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
LHBS is a marketing & innovation firm with offices in Berlin and
Copenhagen. We help clients to understand today's emerging
customer expectations and to shape their business offerings for
tomorrow.
! http://www.lhbs.com
Olivia Köhler
Consultant at LHBS
lhbs.com | ok@lhbs.com
INTRODUCTION
2
3. UNDERSTAND TODAY. SHAPE TOMORROW.
More and more online only retailers are
investing in brick-and-mortar stores
3Source: Statista
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” INTRODUCTION
Amazon Google Warby Parker Birchbox Rent the Runway
4. 55%
45%
UNDERSTAND TODAY. SHAPE TOMORROW.Source:
of consumers still
prefer to shop at
physical stores versus
online
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” INTRODUCTION
4
15%
85%
85%
Source: The State of Retail 2015 - TimeTrade
5. 55%
45%
UNDERSTAND TODAY. SHAPE TOMORROW.Source:
of consumers, however,
say in-store technology
is important to them
when making a
purchase
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” INTRODUCTION
5
47%
53%
53%
Source: Digital ShopperRelevancy Report - Capgemini
6. 55%
45%
UNDERSTAND TODAY. SHAPE TOMORROW.Source:
of consumers say
digital makes
shopping in-store
easier
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” INTRODUCTION
6
55%
45%
45%
Source: Navigating the new digital divide - Deloitte Digital
+20%
Consumers that
use digital when
shopping in-store
convert at a 20%
higher rate
shoppers say they
spend more when
they use digital as
part of their
shopping process
67%
33%
One-
in-
three
8. IMPROVED TRANSACTIONS
In-store technology is enabling the speed, efficiency and seamlessness
of online, to facilitate the traditional brick-and-mortar shopping
experience.
UNDERSTAND TODAY. SHAPE TOMORROW. 8
Chapter 1
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
9. UNDERSTAND TODAY. SHAPE TOMORROW.Source:
Normann
Copenhagen’s Fluid
Shopping Process
! Explore the Sign
The brand’s new experimental and artistic showroom
takes visitors on an inspiring journey of discovery.
The full shopping experience has been optimised to be a
fluid, efficient process by fusing the brick-and-mortar
store and the online shop. Customers can make
purchases while sitting comfortably in the chair they are
about to order with the mobile checkout and can have
the purchased items delivered right to their door.
Learning: Technology can help to create a fluid shopping
experience by making online shopping features available
in-store
9
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” IMPROVED TRANSACTIONS
10. UNDERSTAND TODAY. SHAPE TOMORROW.Source:
Retail Robots in Lowe’s
Stores
! Explore the Sign
Home improvement chain Lowe’s is introducing
service AI to its California stores.
In order to stay relevant in an e-commerce
dominated marketplace, Lowe’s partnered with
Silicon Valley based tech firm, Fellow Robots, to bring
technology into its retail stores, introducing retail
robots in 11 locations. The LoweBots make the
shopping experience easier and help customers
locate items instantly.
Learning: Technology can support and assist
customers during their shopping and therefore free up
staff resources
10
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” IMPROVED TRANSACTIONS
11. UNDERSTAND TODAY. SHAPE TOMORROW.Source:
Robots Now Sell
Cellphone Plans
! Explore the Sign
SoftBank Corp will now staff their telecommuni-
cations store in Tokyo, Japan with Pepper robots.
Pepper humanoid robots will be responsible for
giving directions to customers, offering advice,
finalizing cellphone plans including contracts signing,
as well as engaging customers in small talk.
Learning: Smart technology can enable customers
better experience self serve, which is often a preferred
experience
11
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” IMPROVED TRANSACTIONS
12. LHBS Put the Title of the Report hereUNDERSTAND TODAY. SHAPE TOMORROW.
E-Ink Price Labels
British supermarket chain Sainsbury’s is experimenting
with e-ink pricing devices in an effort to reduce wasteful
paper labels and to free up labor time spent on changing
them. The company wants to explore quicker and more
efficient digital pricing.
! Explore the Sign
Learning: Technology can help save manpower and the
environment benefiting both the retailer and the
customer
RetailNext In-Store Analytics
The company provides e-commerce-style metrics for
brick-and-mortar stores using sensors that track the
physical activity of actual human shoppers. The sensors
include video cameras, point-of-sale systems, payment
cards, weather sensors, and even guest Wi-Fi networks.
! Explore the Sign
Learning: Technology can be used to provide and analyse
relevant real-world data equivalent to online traffic data
allowing retailers to optimize their customers’ shopping
efficiency
IKEA In-Store Companion
The retailer built an app to ensure that digitally savvy
customers can bring along their tablet or mobile devices
while shopping for inventory in its brick and mortar
locations. It caters towards the time-strapped consumers
that demand efficiency and an easy way to access
current offers, item locations and stock availability.
! Explore the Sign
Learning: Technology, made available for mobile devices,
increases shopping for the customer
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” IMPROVED TRANSACTIONS
12
13. UNDERSTAND TODAY. SHAPE TOMORROW.
Macy's AI Shopping Assistant
The department store worked together with IBM
Watson to create Macy's On Call, an in-store shopping
assistant powered by artificial intelligence. The cognitive
mobile web tool answers natural language questions
regarding specific products, departments, services and
facilities, and gives a customized response.
! Explore the Sign
Learning: Technology can assist customers who are more
likely to turn to their smartphones than to shop associate
Getting Info from Mannequins
VMBeacon lets store mannequins transmit information
to shoppers’ smartphones about the clothing on display.
When a shopper comes within a 100m range they will
receive an automatic alert with information on prices and
links to easily purchase the items.
! Explore the Sign
Bricks-And-Clicks Experience
Walgreens is piloting a shopper marketing platform that
uses Google’s 3D augmented reality technology. The
gamified shopping experience will let shoppers search
for and navigate product locations while receiving
instant and relevant product details and promotions that
display on their screens via AR.
! Explore the Sign
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
Learning: Technology makes detailed and immediately
relevant information more easily accessible
Learning: Technology can enable faster, easier navigation
of relevant offers and products
IMPROVED TRANSACTIONS
13
14. ADDED-VALUE SERVICES
With the help of in-store technology, retailers are able to deliver unique,
personalized services that add substantial value to overall shopping
experience.
UNDERSTAND TODAY. SHAPE TOMORROW. 14
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
Chapter 2
15. 55%
45%
UNDERSTAND TODAY. SHAPE TOMORROW.Source:
is the increase of
in-store digital
devices over the next
three years
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” ADDED-VALUE SERVICES
15Source: Digital ShopperRelevancy Report - Capgemini
+53%
16. UNDERSTAND TODAY. SHAPE TOMORROW.Source:
Interactive Shop
Windows
! Explore the Sign
Ameria, a German marketing tech company, blends
outdoor advertising, point of sale and digital to
attract consumers into stores.
The interactive system for retail venues has already
been installed in drug stores, shops of mobile
provider and in a perfumery. The posters can “call”
customers and interact with them via an animated
figure on the store windows. The customer can then
communicate with gestures and explore an
interactive menu with products and services of the
store.
Learning: Interactive installations can result in an
increase of attention, store visits and revenue
16
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” ADDED-VALUE SERVICES
17. UNDERSTAND TODAY. SHAPE TOMORROW.Source:
NYX’s Digitally Enabled
Tutorials
! Explore the Sign
NYX Professional Makeup company has recently
opened their first brick and mortar store fully
equipped with unique digital features.
The Los Angeles store debuts with a new set-up
where consumers can try products as well as adopt
ideas from influencers and professional makeup
artists. This self-learning environment is perfect for
the NYX crowds that often are self-taught artists.
The shop features interactive elements that carry
tutorials and inspiration.
Learning: Digital technology lets customers access
additional ideas and information that allow a better
experience with purchased products
17
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” ADDED-VALUE SERVICES
18. UNDERSTAND TODAY. SHAPE TOMORROW.Source:
Interactive, personal
shopping experience
! Explore the Sign
North Face is working together with Fluid and IBM
to fulfill customers’ individual needs through a
cognitive computing system.
The Fluid Expert Personal Shopper, which is available
to North Face customers in stores, harnesses IBM
Watson’s AI language processing. Customers are
asked a series of questions, IBM’s Watson interprets
the answers and leads shoppers to products that
meet their individual needs.
Learning: AI creates a personalized shopping
experience
18
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” ADDED-VALUE SERVICES
19. UNDERSTAND TODAY. SHAPE TOMORROW.
Minkoff's Connected Flagship
The New York store is bringing a touch of online shopping to
the offline, brick-and-mortar shopping experience. The
store’s fitting room features a touchscreen mirror from
which customers can alter the lighting or call a shop
assistant to ask for fitting advice. Each session can be saved
so items can be easily purchased later online.
! Explore the Sign
Learning: The online and offline worlds get seamlessly linked through technological innovations. Technology improves and simplifies the shopping process in-store and additionally adds online shopping elements.
Digital Mirror Helps Shoppers
MemoMi’s smart MemoryMirror is combining aspects of
online shopping with visits to brick-and-mortar stores.
The mirrors take 360-degree videos and photos of
shoppers in new outfits. This lets the consumer see items
from different angles, do a side-by-side comparison as
well as get feedback through social media.
! Explore the Sign
Next Generation Pop-Up Stores
WithMe creates fully portable retail stores that combine
online and offline shopping experiences. The concept is
enriched by an app which acts as a personal shopper and
by smart fitting rooms that are filled with the items the
shopper scans while walking through the store. WithMe
stores also offer express, self- and concierge check-out.
! Explore the Sign
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” ADDED-VALUE SERVICES
19
20. UNDERSTAND TODAY. SHAPE TOMORROW.
Ferrari’s AR Showroom
Ferrari's Australasia dealerships are now offering an
augmented reality application that allows potential
customers to immediately customize the sports cars.
Customers will be able to see the car in different colors,
with certain extras like rims and other options. They will
also be able to see detailed car component information.
! Explore the Sign
Learning: Technology helps customers to imagine and visualise options and customization. This caters towards the very individual needs of each consumer.
A New Way of Experiencing Cars
Tesla Motors created rich, interactive shopping spaces
engaging people in the Tesla-experience. They are aiming
towards a conversation with potential customers and
educating them in a less formal environment. The stores
are rich in all kinds of technological enhancements and
interactive stations designed to draw people inside.
! Explore the Sign
Digital In-Store Product Advisor
The sportswear brand 'Asics' has unveiled a new
interactive digital product advisor, which brings a digital
technology to a physical retail environment. Consumers
are matched to their recommended product in line with
their individual preferences and running habits, by
answering a series of questions through the iPad.
! Explore the Sign
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” ADDED-VALUE SERVICES
20
21. IN-STORE ENTERTAINMENT
Technology is playing an increasing role in the physical store, especially
when aiming to create a more experiential space driven by
entertainment and emotion.
UNDERSTAND TODAY. SHAPE TOMORROW. 21
Chapter 3
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
22. 55%
45%
UNDERSTAND TODAY. SHAPE TOMORROW.Source:
of consumers agree
they will use stores
increasingly as
showrooms rather
than purchase
destinations
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” IN-STORE ENTERTAINMENT
22
52%
48%
48%
Source: Digital ShopperRelevancy Report - Capgemini
23. 55%
45%
UNDERSTAND TODAY. SHAPE TOMORROW.Source:
of consumers are
more likely to visit a
store that offers
entertainment
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” IN-STORE ENTERTAINMENT
23
20%
80%
80%
Source: Frontier(less) Retail - JWT Intelligence
24. UNDERSTAND TODAY. SHAPE TOMORROW.Source:
Sonos Opens Flagship
NYC Shop
! Explore the Sign
Sonos is preparing to launch its first flagship retail
location in New York City.
Early impressions of the new Sonos store in New
York City are very positive. Because so much of its
interest in its speakers come from people
experiencing it in the homes of their friends, Sonos
has put in place seven acoustically sealed "pods" that
let people forget the outside world and experience
the wifi enabled sound systems in five different home
settings.
Learning: A mix of digital and non digital, can allow
customers to experience products as they would at
home, after purchase
24
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” IN-STORE ENTERTAINMENT
25. UNDERSTAND TODAY. SHAPE TOMORROW.Source:
AT&T’s Grandiose New
Store
! Explore the Sign
The location is packed with technology, including a
48-foot-wide curved video screen that reinforces
AT&T’s idea of being an integrated provider.
On the main floor, the usual phones, gadgets and
accessories are displayed. The mezzanine is devoted
to experiences, such as smart home gadgets, a smart
bike that lets the driver watch scenes of San
Francisco and a living room area to show of AT&T’s
DirectTV service.
Learning: Retailers can entertain, inspire and create
new, unique ways to interact and engage with
products
25
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” IN-STORE ENTERTAINMENT
26. UNDERSTAND TODAY. SHAPE TOMORROW.
Samsung Store Without Products
Samsung's store, which is not focused on retail at all,
features a three-story digital screen composed of
Samsung's 55-inch visual displays, a 90-seat theater, a
portable demo kitchen, an art gallery, a multimedia studio
and a café. The company plans to use the space to host
events such as film screenings, book launches or DJ sets.
! Explore the Sign
Learning: As more and more purchases are made online where
customers have less opportunity to experience the product,
stores can act as a destination that allows customers to better
engage with the brand before purchase
A Store All About Experience
Razer invites gamers to play as long as they want in their
funky new electronics store in San Francisco’s Westfield
mall. The focus of the store lays on customer experience
rather than immediate sales. “We wanted to create a
place that our fans, gamers and anyone interested in our
products can just hang out”.
! Explore the Sign
Fashion Shoot in Burberry Booth
Burberry has made it possible for the public to
participate in their new, festive campaign with the use of
the "Burberry Booth”. The public is enabled to capture
footage of themselves in a special video booth powered
by Google. The footage is later edited into a personalized
video of a Burberry's campaign.
! Explore the Sign
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
Learning: Raising brand awareness through a
technologically enabled store that focuses on experience
only
Learning: Technology enables customers to engage with
the brand on an entertaining and personal level
IN-STORE ENTERTAINMENT
26
27. UNDERSTAND TODAY. SHAPE TOMORROW.
VR Cruise Vacation Experience
AT&T, Samsung and Carnival Corporation launch a fully
immersive virtual reality cruise experience in selected
stores. AT&T store visitors can walk up to the Gear VR
demo, put on the headset and be surrounded by the
sights and sounds of a warm and sunny cruise vacation.
! Explore the Sign
Learning: To experience a product through VR opens a
new dimension for the customer to create desire
Innisfree’s “Jeju Flying Bike”
The Korean beauty brand Innisfree let’s the customer
travel to the island Jeju, the source for the brand’s
natural ingredients. Visitors pedal around the island on
the in-store bicycles collecting empty bottles with eye-
tracking software which they use to gather ingredients.
! Explore the Sign
A Future Fashion Experience
Westfield is leveraging several high tech tools to add
dimensions to shoppers’ experiences. Their event, Future
Fashion. uses a combination of virtual reality, social
media, and user-generated content. Through VR one can
see themselves as digital avatars in a conceptual fashion
journey through a virtual shopping world.
! Explore the Sign
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
Learning: VR has the potential to transport customers
through unique and immersive brand worlds
Learning: Technology can enable buyers to get a totally
new and enhanced experience of what it feels like to use
the brand
IN-STORE ENTERTAINMENT
27
28. UNDERSTAND TODAY. SHAPE TOMORROW.
IMPLICATIONS.
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
28
29. LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
ONE
Focus on designing the
complete customer
experience.
Consumers don’t distinguish between business models such as online and in-store sales. They
judge the complete experience and retailers need to develop an integrated eco-system of
brick and mortar fused with technology to deliver meet and exceed expectations.
IMPLICATIONS
UNDERSTAND TODAY. SHAPE TOMORROW. 29
30. LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
TWO
Integrate technology to
eliminate pain points and
enrich the experience.
Learn and understand the E2E customer journey from search to service. Learn from
customers' best ever experiences and pain-points in order to: 1) focus on eliminating
hassles and friction through the help of tech and 2) develop new ‘smart wow’ experiences
for customers - ‘smart' in terms of cost effective means of scaling digital tools and ‘wow’ in
terms of satisfying strong emotional needs.
IMPLICATIONS
UNDERSTAND TODAY. SHAPE TOMORROW. 30
31. LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
THREE
AI is no longer the stuff of
science fiction.
Embedding artificial intelligence (AI) and cognitive technologies in-store is the next major
step in engaging customers in a personal and interactive way. It allows companies to
provide relevant and intuitive product recommendations, often at considerably lower costs.
IMPLICATIONS
UNDERSTAND TODAY. SHAPE TOMORROW. 31
32. LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
FOUR
This is just the beginning.
The technological innovations are just being explored and tested in one or a few stores of
some progressive companies. It will still take some time until these examples are standards.
Nevertheless, other companies shouldn’t wait too long to catch up. They should develop
pilots and agile teams to create an environment for experimentation.
IMPLICATIONS
UNDERSTAND TODAY. SHAPE TOMORROW. 32
33. UNDERSTAND TODAY. SHAPE TOMORROW.
Discover
ABOUT
LHBS. Define Develop Deliver
We are an unconventional strategy firm that helps clients to
better understand today and successfully shape tomorrow. LHBS
has extensive experience & expertise in business development,
brand building and customer experience. The firm works across all
major industries for clients from the FT Global 500, German
Mittelstand and fast growing startups.
! http://www.lhbs.com
ABOUT
UNDERSTAND TODAY. SHAPE TOMORROW. 33
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
We work with legacy organisations to adapt their customer value
proposition to meet emerging customer expectations. Together with our
clients we discover business opportunities and deliver integrated customer
offers for products, services, experiences and communication.
! http://www.lhbs.com
34. LHBS Put the Title of the Report hereUNDERSTAND TODAY. SHAPE TOMORROW.
INSPIRATION
-HUB
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK” INSPIRATION HUB
34
This report is powered by the LHBS Inspiration-Hub.
The LHBS Inspiration-Hub is a digital platform that brings customized
insights and inspiration to the heart of your organization. It is a digital
platform that tracks changes in people, markets and technology.
! https://inspiration-hub.com/
35. Die in dieser Präsentation dokumentierten Gedanken und Vorschläge sind geistiges Eigentum der
LHBS Consulting Berlin GmbH und unterliegen den geltenden Urhebergesetzen. Die unauthorisierte Nutzung,
die ganze oder teilweise Vervielfältigung sowie jede Weitergabe an Dritte ist nicht gestattet.
LHBS Consulting Berlin GmbH
Köpenicker Straße 154
10997 Berlin Germany
IMPRINT
UNDERSTAND TODAY. SHAPE TOMORROW.
www.lhbs.com
THANK YOU
LHBS // WHY BRICK & MORTAR ARE THE “NEW BLACK”
35