Customer Journey – The Fashion Retailer

How to deal with Planning Volatility in Fashion: New Marketing Merchandise Calendar

April 12, 2021

As described in Fashion Goes Tech, my latest book, retail hasn’t changed much in the last century but, over the last 20 years, digitization has drastically transformed the way companies do business and how customers shop. Retail was already facing the digital challenge when Covid-19 unexpectedly forced a shortening of the “adaption deadline” (Fashion Goes … More How to deal with Planning Volatility in Fashion: New Marketing Merchandise Calendar

From product to experience

March 16, 2020

A few months ago, TFR commented on how a few companies are redefining the way we shop. I meant the “What” but also the “How” and feel it’s totally aligned to the shift from a product-centric approach to a customer-centric one. In the first case, the “What” is not only brand-new products but second hand … More From product to experience

Innovative Customer Experience in NYC

December 3, 2018

Best customer experience in retail Customer Experience matters and today more than ever before. But many companies are too big to change, or too slow to adapt. The latest “Retail Apocalypse” news is about SEARS, the iconic American retailer, going bankruptcy. Retailers will shrink their physical footprints while transforming their stores in brandships. Many think … More Innovative Customer Experience in NYC

The Customer Journey of a Millennial

November 20, 2017

Last October, I spent a few days in NYC exploring the retail environment: Mostly new concept stores. I did a very interesting retail safari while visiting Warby Parker, Bonobos, Kith, Supreme, Lululemon lab, Amazon books, Rent the runway, Eataly, Dover St Market, The Row, All birds, Opening Ceremony and so on. A customer Journey in … More The Customer Journey of a Millennial