delivering success through collaborative services

delivering success through collaborative services

delivering success through collaborative services

info@retailreimagined.co.uk

news 

Retail Reimagined Launches

Cathy McCabe – Founder

It has been an amazing and exciting opportunity to launch Retail Reimagined. I’ve had the enormous privilege of spending over 25 years in a diverse retail career working at leading retail brands such as W.H.Smith, Arcadia, Burberry and Jaeger.

Having spent half my career in global retail, half in technology my passion now is to share my experiences and knowledge working with retail brands and start ups to “reimagine retail” and help identify new concepts and opportunities.

I believe that the way we build relationships and cultivate partnerships is vital to success in today’s ever changing and demanding retail world.

Our values are driven by collaboration, simplicity and openness.

I am an avid adopter of simple technology that “adds value and makes sense” and simply exists to enhance the overall customer experience. I hope you enjoy our articles and posts and continue to stay close to us as we evolve the Retail Reimagined journey.

 

Retail Reimagined Launches

Cathy McCabe – Founder

It has been an amazing and exciting opportunity to launch Retail Reimagined. I’ve had the enormous privilege of spending over 25 years in a diverse retail career working at leading retail brands such as W.H.Smith, Arcadia, Burberry and Jaeger.

Having spent half my career in global retail, half in technology my passion now is to share my experiences and knowledge working with retail brands and start ups to “reimagine retail” and help identify new concepts and opportunities.

I believe that the way we build relationships and cultivate partnerships is vital to success in today’s ever changing and demanding retail world.

Our values are driven by collaboration, simplicity and openness.

I am an avid adopter of simple technology that “adds value and makes sense” and simply exists to enhance the overall customer experience. I hope you enjoy our articles and posts and continue to stay close to us as we evolve the Retail Reimagined journey.

 


My Week in San Francisco

March 2017

After the recent rains the sun came out for me when I arrived in San Francisco…

The main purpose of my visit was to reconnect with old friends and acquaintances from my Burberry days, meet up with some new tech providers and start ups and just generally find different and fascinating stuff.

A whirlwind of coffee catch ups and meetings ensued with highlights from the Salesforce Incubator team (Mike & Ludvic), Stacy D’Amico (Andreesen Horrowitz), the amazingly clever John Squires (Dynamic Action), the always charming Dennis Bauer at Gap, and my lovely fun friend Toni Stinton (ex Paypal). It was great to re-connect and talk about the future of retail, the challenges of working in the industry and the key drivers for change. Some great conversations and insights that I will continue to share over the next few months.

My next tech trip is planned in mid May to New York so please get in touch if you would like to meet up.

One “thing” that did stand out for me from my trip is that everyone is talking aboout Stitch Fix. Stitch Fix first started as Rack Habit in 2009, so not a new concept and as their business model has evolved they have created a simple, beautifully executed personal styling journey for both women and men.

You receive a selection of items tailored to meet your preferences and budget. The entire customer experience is seamless making it very easy for you to receive your “monthly fix” for $20 (redeemable if you buy). You have the choice to purchase either on demand or as a subscription model. As they get to know you the personlised selection just gets better and better ensuring a high take up of repeat purchases.

Whilst there are a lot of discussions currently around the longer term sustainability of styling and subscription models one element that resonates with me is that the “fix” is entirely embedded in a great customer experience and an obsession with data where even returns are treated as valuable data points!


The best fitting room experience ever

March 2017

Reformation – San Francisco

I’m so glad I found time to pop along to the Reformation store in Valencia Street whilst I was in San Francisco and I have to say this is the best fitting room experience I have ever encountered and one of the highlights of my trip.

The overall experience definitely blurs the digital browsing journey with the physical shopping experience. The store has simple, clean displays with one of each product on show with touch screens throughout the store allowing you to browse, select sizes of the items you want to try on and digitally open a dressing room.

When you are ready a sales associate will take you to your dressing room and inside you can select your lighting mood, plug in your music and try the items that are ready waiting for you in your closet!

If you want another size or item you interact with the touch screen, it will prompt you to close the wardrobe doors and the new size or item magically appears in the closet with the screen telling you when to re-open the closet doors.

You can also checkout from the fitting room (no cash sales) whilst your items are beautifully packaged. Fascinating experience but what I liked about it most was that the technology is very simple and almost invisible. Find out more about The Reformation and their story here… www.thereformation.com


Creating great personalised customer engagement

February 2017

This is a topic that is very dear to our hearts at Retail Reimagined and forms a key part of our Customer Lens. So the key question is how do you create great customer engagement and move away from the generic mass of communication that fills our inboxes and social platforms on a daily basis?

This is where we see some of the newer brands such as Stitch Fix, Rent the Runway and Matchesfashion really excel at delivering personalised engagement.

But how can you execute it successfully and authentically? Here are a few tips…

  • Know your customer – ensure that you obsess about the customer, create a customer room, have clearly defined customer segments and constantly evaluate your customer metrics.
  • Develop an engagement plan – start with the basics and build from there – make sure you know who, how and when to engage.
  • Make it relevant – look at the opportunities you have to create personal messages – identify champions in your organisation (customer services, store asscociates, email executives) and empower them with the tools to make it happen and measure the success.

We are often asked “But how can we automate communication?” We believe that this question misses the mark and the point is not to automate the message to your core customer but to automate the processes and workflow behind engagement at a personalised level.   Store staff are superb at engaging directly with their customer base but it usually happens off process and therefore makes it very difficult to measure and monitor yet automating the process makes it feel generic and just another communication. The key opportunity is to segment brilliantly with clever automation of tasks and engagement paths to empower your busy teams to communicate more effectively. Tone of voice, content and message all have an imprtant part to play in delivering personalised engagement so make sure you use use out of the box tools to make the process simple, relevant and on brand.

And finally……It is essential to focus on finding your own way to “surprise and delight” – it is not difficult to create a personalised message that can be truly beautiful. Some of the larger, luxury brands already create very tailored experiences for their top tier of customers but the fundamental opportunity is to find your own way of becoming more data driven and evolving your communicaton strategy.

Try this out with a very small subset of your customers and measure the response for both online and store customer journeys – we are confident that you will be surprised by the results…

events

Validify Retailer Panel Dinner – Wednesday 14th June, Hoxton Hotel, London

Join us at the Validify Retailer Panel Dinner to discuss Game Changing Retail Tech……
Contact Fergal Mullane at Validify for more details – fergal@validify.co.uk or visit http://validify.co.uk/the-panel

Annual RMS User Forum & Awards – Thursday 13th July, Castle Malwood, Minstead

I will be speaking about retail innovation and the future of retail at the RMS event – this event is free for retailers to attend so if you are interested register HERE

ShopTalk Europe 2017: October 9-11, Copenhagen

The new must attend event for retailers is ShopTalk Europe, a large pan-European event for innovation in retail and ecommerce. Retailers can apply for a limited number of free tickets so don’t delay!