brand experiences

What Great Retail and Restaurant Brands Do

Each of us has our own favourite stores; we all have those restaurants that we keep going back to. Some restaurateurs and retailers have managed to cultivate our loyalty and we love going to them. We tell our friends about them, we “like” them on Facebook, we gather groups to go to their stores with us.

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Brand Experience Brief: Warby Parker

Warby Parker is one of the several e-commerce brands, including Bonobos and Birchbox, that have ventured into the physical store space. Check out this Brand Experience Brief video to learn what works and what doesn’t in Warby Parker’s store in New York City’s SOHO, and why it matters.

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CX Journey™ Musings: Customer Memory

Do your customers have customer memory?

What is customer memory? If you lift weights like I do, you might be familiar with the phrase muscle memory. It's defined on Wikipedia as...

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Brand Experience Brief: Samplinglab

Here’s my newest Brand Experience Brief, a video audit and analysis of a new or interesting retail or restaurant concept — and this store certainly is interesting. 

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Brand Experience Brief: Birchbox

Birchbox, the online cosmetics sampling subscription service, operates a retail location that teaches brick-and-mortar companies how to stage extraordinary store experiences.

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Brand Experience Brief: Eureka!

Eureka! is a chain of polished casual restaurants that claims to deliver a value driven experience defined as “eatertainment.” Check out this video audit and analysis of the brand experience to see if it delivers on that claim.

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Brand Experience Brief: Sport Chalet

Welcome to my newest Brand Experience Brief, a video audit and analysis of a new or interesting retail or restaurant concept. Today you can take a look at Sport Chalet flagship store located in the Fig@7th shopping centre in downtown Los Angeles, CA. 

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Brand Experience Brief: Best Buy

This Brand Experience Brief covers Best Buy. I visited the location in Richfield, MN, and found that instead of presenting a cohesive Best Buy brand experience, the store provides a collection of shopping experiences for different brands. Take a look:

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Brand Experience Brief: Whole Foods Detroit

Whole Foods Market opened a unit in Midtown, Detroit, to serve a primarily black, low income consumer who is relatively uneducated about local and healthy food. Check out this video audit to see how it designed and managed the customer experience there.

 

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What Should Uber Do?

Uber seems to be under fire from all directions. The ride-sharing service is being blocked by some cities and entire nations, dealing with accusations of a driver having sexually assaulted a passenger, addressing a story by a reporter who felt threatened when a company executive suggested they try to squash negative coverage, receiving criticisms over surge pricing during the recent incident in Sydney, and being sued for allegedly making false claims about the safety of its service. You’d be right for wondering if Uber might fall even faster than it rose.

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