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Retail

By Kate Enright

So throughout this series on improving customer experience, we’ve discussed how online shopping, new technology, and social media can affect the way your customers feel about you. Well today, in part 4, we’re going to delve in the world of physical store design and layout. How these factors can make a drastic impact on consumer behaviour. It’s at a higher level and it can be as expensive or as basic as you need it to be. Every change towards positive design will help.

[caption id="attachment_1100" align="aligncenter" width="520"] An award winning design - Porsche store in Hong Kong[/caption]

By Kate Enright So what is it about social media that can make an impact on your sales figures? You hear the term, you know people use it, a lot, but what about its use in your industry? In your store? Well, for starters, the growth in social media usage has a lot to do with the rapid and extreme growth in the use of smart mobile technology over the past 3 years. The stats on mobile are undeniable. In 2011, there were 835 million smartphone users and 5.6 billion feature phone users, by 2015 there will be 7.4 billion smart devices in the market. And Mobile technology means that people are always available, always connected. [caption id="attachment_1085" align="aligncenter" width="500"] Nielsen Study[/caption]  

By Kate Enright In July of this year Audi launched their first Cyber Store. The difference between this and a regular showroom? Well, the lack of any cars.  Audi City is a “digital dealership”, where virtual cars are displayed on screens on the walls. Consumers then simply walk in and browse the models using interactive panels controlled by touchless gestures or footsteps. One-on-one touchscreens then allow users to add, remove and change their selected model’s specifications and essentially build their own dream car in front of their eyes. [caption id="attachment_962" align="aligncenter" width="540"] Audi City London interior[/caption]

By Kate Enright Facebook began dabbling in ecommerce about 3 years ago when 1-800-flowers set up the first Facebook virtual storefront and began selling through the social media giant. The idea of “F-Commerce” then began to take off in early 2011 with many large brands deciding to take advantage of large fan bases on the site. Few doubted the success of selling to Facebook fans, but those who did, slated it from the beginning. The doubters were proved right when at the start of 2012 a list of big names pulled out of the F-Commerce game due to lack of return on investment. Gamestop, one of the largest retailers on Facebook closed its store saying it was “not a place to sell”. It turned out that people did not want to buy from their “favourite” retailers through Facebook. But now Facebook have changed tack and come back to the ecommerce table with a whole new game plan. Gifts. [caption id="attachment_716" align="aligncenter" width="453"] Facebook Gifts Pilot[/caption]

By Kate Enright [caption id="attachment_692" align="aligncenter" width="525"] Google's Project Glass at NY Fashion Week 2012[/caption]   Your eyes do not deceive you, this is in fact a runway at New York Fashion Week and those are Google Glasses on heads of the super models. Looks like the final gap was bridged between geek and chic when Diane Von Furstenburg added Google’s augmented reality headgear as part of her Spring 2013 collection this week.