Shopper Marketing and Customer Experience Management

we believe it takes an inspiring story to make people buy

Category Archives: Customer Experience Management

5 Sense Engagement for winning in-store

95% of in-store experience is subconscious. The only place a brand can engage all 5 senses is the physical store. The Sense Model we use (licensed from RedTeak in Singapore) is … Continue reading

December 16, 2014 · Leave a comment

Brand ‘Storytelling’ is NOT

Brand that are practising ‘Storytelling’ MAGNUM Ice creams Couch Moments – South Africa The new Pints delivers a premium chocolate and ice-cream indulgence in the comfort of your home. Magnum … Continue reading

November 11, 2014 · Leave a comment

The potential of Shopper Marketing?

#5 Shopper Insights and the agility of using them Once potential triggers along the path to purchase are identified rightly it is far easier, quicker and inexpensive to implement plans … Continue reading

October 14, 2014 · Leave a comment

Duracell Moments of Warmth

For those who believe BRAND STORYTELLING is a repackaged term and that advertising has been doing it for years. What could the brand have done to market DURACELL QUANTUM? OPTION 1 – Talk … Continue reading

October 6, 2014 · Leave a comment

Brooks Brothers customers turned influencer

How are men’s formal apparel brands marketing themselves? In India the story looks something like this: From international imagery to events and recently style tips how real do these feel to … Continue reading

September 1, 2014 · Leave a comment

‘Live In Levi’s’ celebrating stories of people who live in their jeans

One does not know a single person who hasn’t a story involving those favourite paid of denims in their closet. Memories are written in certain denims and so we treasure … Continue reading

August 21, 2014 · Leave a comment

great digital shopper marketing

Digital Shopper Marketing at its best. Online shoppers are accustomed to great deals on anything they want to buy. A lot of us online shopper are deal hunters and search engines … Continue reading

May 20, 2014 · Leave a comment

innovation in fashion retail experience – Crowdemand

Crowdemand a fashion retailing platform adds another touchpoint in the Customer Experience Journey. The customer can now participate in ‘manufacturing’ of fashion merchandise which is much before it goes on … Continue reading

April 11, 2014 · 1 Comment

Social BPM takes Customer Experience Management a step further

What is Customer Experience Management is the BPO/BPM industry like? Are we ready to crowdsource insights?

February 24, 2014 · 1 Comment

Colour Cosmetics Retail Design Strategy

Can design sell Colour Cosmetics? India has seen 15 new colour cosmetic brands since 2009 from Lancome, Faces, MAC to a revamp in our very Indian Lakme. Malls look like glamorous places partly because of the colour cosmetics stores with their very appealing … Continue reading

February 12, 2014 · Leave a comment

Tablet retail Re:imagined at CROMA

Originally posted on thevalleygroupindia:
CROMA retail a premium CDIT retailer in India has positioned themselves as the people who ‘HELP YOU BUY’. CROMA spotted an opportunity in tablet retail, world over the…

February 6, 2014 · Leave a comment

Re:imagining TYRE stores

Originally posted on thevalleygroupindia:
We all love our cars and we all  love to shop, but for some reason buying a tyre is just not something we look forward to…

January 23, 2014 · Leave a comment

I BIG SMILE on the faces of WestJetters

A small tiny price to pay for the smiles that you bring to your customers. Gorgeous idea, almost unbelievably executed brought about exactly if not more impact WestJet set out … Continue reading

December 19, 2013 · Leave a comment

cost per square foot of stores

It is difficult to imagine business without the retailer, yet how often do we provide for or even discuss retailer empowerment in our Marketing Mix or our Annual Budgets. Building … Continue reading

November 20, 2013 · Leave a comment

United Arrows store windows

United Arrows used the Kinnect technology to make the store windows interactive and in grand style. The mannequins were turned into Marionettes. Though a very interesting was to engage passers by, … Continue reading

October 21, 2013 · Leave a comment

state of CX

The most interesting infographic I have come across on the state of Customer Experience cx_infographic By who other than the TEMKIN GROUP

October 9, 2013 · Leave a comment

Kaiser Berlin store for the elderly

A store with: widened aisles non-skid floors bright lights magnifying lenses hanging from shelves and shopping carts carts are lighter and easier to move carts redesigned with built-in seats for … Continue reading

October 8, 2013 · Leave a comment

Bodyshop uses ibutterfly for a fantastic instore experience

Wondering what that way? The Body Shop in Singapore filled its stores with virtual ibutterflies for its 35-year anniversary, creating a virtual aviary of offers on products and 10 grand … Continue reading

October 3, 2013 · 1 Comment

STORY, 144 Tenth Ave. Experience per square feet

A former marketing consultant to TOMS Shoes, Rachel Shechtman brings to life a physical retail innovation experience. Marrying the charm of an independent shop with the luxury of a well-curated … Continue reading

October 1, 2013 · Leave a comment

people are the most powerful advertising medium

A fantastic presentation by the Jack Morton Worldwide Group, on the importance of brand advocates. A study conducted across 3000 customers in US, UK, Brazil, Chinal, India and Russia clearly … Continue reading

September 20, 2013 · Leave a comment

we buy stories not shade cards

We as consumers of any kind of communication today do not believe in evidence and argument. Guess who joined the shade card bandwagon? After skincare brands it is now time … Continue reading

September 19, 2013 · Leave a comment

inspiring me Asian Paints Colour World

In the year 2009 Asian Paints built a 7500sqft Customer Experience Store in the heart of the city of Mumbai. The store does not sell product. The store does what … Continue reading

September 13, 2013 · Leave a comment

Victoria’s (Secret) STORY

Once upon a time, women cared about wearing nice clothes. They couldn’t care less about what was under. Lingerie was meant to be cheap. Something white, something cotton, was the … Continue reading

September 2, 2013 · Leave a comment

smelly Story

I opened my fridge this morning. “Oh! I finished the milk last night” – I said to myself. Hence, no cereal, and therefore no breakfast. I rushed to the local … Continue reading

August 26, 2013 · 3 Comments

isn’t a bookstore all about STORIES

Steimatzky is one of the largest Book Chains in Israel founded in 1925. I came across some fantastic work that they are doing in that market using the power of stories. … Continue reading

August 24, 2013 · Leave a comment

sorry state of Air India

The sorry state of Air India owing to 1 senior air hostess on the flight. If that is how a senior hostess is allowed to treat customers the example one … Continue reading

August 19, 2013 · Leave a comment

cosmetics pink booth

Imagine walking down the sidewalk to find a PINK telephone booth where the a pink telephone called ‘Temptation Telephone’ is ringing. Strange! You open the door and hesitantly pick up … Continue reading

August 13, 2013 · Leave a comment

ebay and kate spade Saturday

A strong contender for any innovative retail innovation award – Kate Spade Saturday ( a line of youthful cuts, fun-inspired prints and bright cheery colors. With 4 store fronts in Manhattan has … Continue reading

August 11, 2013 · Leave a comment

care, mean it, deliver – Only at Ritz Carlton

We will take care of this for you! Mean it! Deliver it! Who else will do that? RITZ CARLTON the BUYstory maker A recovery story that just keeps getting better! … Continue reading

August 9, 2013 · Leave a comment

the STORY of perceptive selling

My UPT and ATV story. I work with these terms day in and day out. UPT is Basket size and ATV is Basket value. Yet I fell for a sales … Continue reading

August 1, 2013 · Leave a comment

smart shelf design

fixture closeup is one of my favourites specially when I wish to be awed by simplicity at retail. We understand hoe precious shelf space is. At one end we struggle … Continue reading

July 30, 2013 · Leave a comment

MAC man

I am never never sure of my cosmetics purchase. I always wonder if I have chosen the right colour. It is only when someone else compliments me do I feel … Continue reading

July 29, 2013 · 2 Comments

men are faux pas avoiders

I have worked for some gorgeous fashion and luxury brands like DIESEL, Paul & Shark, Timberland, Thomas Pink. In India these happen to be primarily male brands. As the head … Continue reading

July 26, 2013 · Leave a comment

Lush? maybe not!

What  happens when you take a beautiful (handmade) creme, and put it in an eco friendly package? It creates a natural curiosity. Like it did in me. What happens when … Continue reading

July 25, 2013 · Leave a comment

what’s better for the employee is better for the customer – Southwest Airlines

Herb Kelleher of Southwest Airlines once said to his team “I can teach you the secret to running this airline in 30 seconds. This is it: We are THE low-fare … Continue reading

July 23, 2013 · 2 Comments

detractors are a minus minus

Detractors are defined as respondents rating their likelihood to recommend your business as 6 or less. It may not seem like a big deal. Look at it this way… Likelihood of … Continue reading

July 15, 2013 · 4 Comments

the praise and questions around Starbucks Evenings

It is an obvious move. As much as I think Jerry Baldwin, Zev Siegl and Gordon Bowker may not be very happy with the move. Later dayparts in any community … Continue reading

July 8, 2013 · Leave a comment

‘lights’ a step child

Retail Store Design is an evolved ART. Truth is – Customer’s subconscious mind is the most important influencer of purchase behavior and Retail Store Design is consumed subconsciously. However the … Continue reading

June 25, 2013 · 1 Comment

‘Let it out’ stories by Kleenex

Kleenex the world’s first facial tissue brand became a generic name for tissues at one point. But that has its downside of running the risk of being commoditized and the … Continue reading

June 17, 2013 · 1 Comment

a heartwarming story of a customer service representative at U.S. Cellular with a cancer patient

Taking from the video – Heartwarming story of a customer service representative with a cancer patient 24-year-old Carlos Gonzalez sporting large white-rimmed sunglasses, a plaid scarf, a lip ring, and … Continue reading

June 11, 2013 · Leave a comment

do I look like a Mr. to you?

Oh I forgot you can’t see me because you are across the phone. It was the industry’s conscious move to call a customer by their second name in the wake … Continue reading

June 7, 2013 · 2 Comments

Mike Jeffries was bold, let him be

So what is with the whole backlash at Mike Jeffries CEO Abercrombie and Fitch about??? Chronology of events: Mike Jeffries made a statement in the year 2006 – “Candidly, we go after … Continue reading

June 6, 2013 · Leave a comment

ever had an airline damage your checked in luggage?

Of course the absolute opposite of my last post Spoken word poetry on Honda CRV could happen. In the age of the customer, a few hundred dollars and some creativity could get … Continue reading

May 26, 2013 · Leave a comment

spoken word poetry – HONDA CR-V

I have off late developed an interest for the fascinating world of ‘spoken word poetry’. And I chanced upon this one – Spoken word poetry on Honda CRV Do you know what … Continue reading

May 25, 2013 · Leave a comment

at Lego someone is constantly thinking stories

Who loves stories more than kids? Lego does the best storytelling. There are multiple reasons to believe that someone at Lego is constantly thinking STORIES. BRAND STORY – For one, … Continue reading

May 23, 2013 · 1 Comment

what are you likely to do?

Imagine this – ‘you are walking past a store and you spot a beautiful jacket in the store window, you walk in and while you are browsing you spot the … Continue reading

May 22, 2013 · 2 Comments

BUYSTORIES work – life of a shoe box

Story of a shoebox “Someone I have never met put in a lot of effort in designing me. I was born in a factory with a lot of other boxes … Continue reading

May 21, 2013 · 2 Comments

is packaging a good place to tell the brand story?

On your packaging – is it a good place to tell your story? If emotions drive purchase, what better place to trigger these emotions when the customer is comparing you … Continue reading

May 20, 2013 · 2 Comments

why would my bank send me an SMS at 2:25am

What I will do about it? I will spend the day hoping this was a system error Make sure the bank does not have me listed as NRI and as … Continue reading

May 18, 2013 · Leave a comment

all automobiles have stories attached to them… so does Nana’s Mustang

“I won’t forget that day when my car almost collided into this White FIAT, I looked up to see the number plate MH02-149 and knew it was your Dad. It was the … Continue reading

May 14, 2013 · 2 Comments

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