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“Travel retail is a very exciting growth industry within the retail sector and many stores are using travel hubs to showcase new ideas, using new technology to cross over retail and bricks and mortar shopping channels to provide convenience to commuters as they pass from home to work and back again,”says Doug Barber, managing director of Barber Design.

Following its first foray into travel retail at London Heathrow’s Terminal 2, John Lewis opened its first click and commute store at St Pancras in October. The 278 sq m store provides convenient service for commuters, enabling them to shop online and collect their items as they pass through the station. The store is its first ever to be located in a railway station, aimed at the commuting convenience market. Products ordered online from home before 8pm are delivered to the store the next day and can be collected after 2pm. The store is also a pull for tourists and international travellers going on the Eurostar. Longer opening hours is another bonus. 

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Online shoppers let online retailers know in numerous ways how satisfied or dissatisfied they have been with a purchase. Yet how can online retailers keep an eye on all these different channels and thus ensure a lasting retailer-customer relationship?

The definition of customer feedback

The term customer feedback is a collective term describing the experience users have had with a company, in our case an online shop. Shop and product reviews are generally the most well-known ways for an online buyer to share their experience with the internet community. Forum entries and blogs are just as much a part of this as social media shares and likes.

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E-commerce One to One and Content Square revealed early in this year the different surfing habits of Internet users worldwide through an international study.

Quality and price of the product, design, customer service, terms and conditions: These ecommerce features have more or less significant impacts on a country’s purchasing act to another. Understanding the user experience has become a factor of competitiveness for online retailers: translate its website is no longer enough!

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Luc Dol, President, Enseigne & innovation Club


“If innovation is the implementation of innovative ideas, specific researches to be consistent with an increasingly polymorphous and unloyal Customer’s expectations; Innovation therefore requires novelty compared to what is already offered and not an adaptation of the existing offer, even if….

Today’s innovation is based more and more on the creation of new business models with the example of diverse companies as Nespresso, Amazon or Netflix. The emergence of a behavior called ‘collective’, in opposition to an ideal ‘individualistic’ that had for a long time been dominant, is now completely reorganizing the relationship between individuals and the economy (crowdfunding, collaborative consumption, marketplace, .. ).

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Immersion into the new tech buying process in the connected shopper’s shoes! The future of traditional commerce is already here.

Watching TV in your living room will soon be a totally new experience. The connected consumer constantly switches from one device to another, going from their smartphone to tablet, to desktop, to laptop, to television, and back to their smartphone.

“Second screening”—the use of a phone or a tablet while watching TV—is now an integral part of the connected consumer’s behavior. According to a survey from Ericsson Lab, 60% of the time TV viewers are watching a show in the evening, they’re also using their smartphones, tablets or other devices. That means it is now necessary for brands to fully integrate this second screen into their business strategy. The multi-channel customer process starts with the consumer.

In a survey sent to 900 respondents across 15 countries, EQUIPMAG’s Soon Soon Soon report was built up to understand the shopping habits of tomorrow, in order to help retailers for a better service for their customers and to answer their needs.

The report identifies five distinct shopper profiles, categorized by emerging behaviors and lifestyles, and then distinguished through a series of concrete marketing innovations.

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Whether you are shopping, having a candlelit dinner, waiting for a bus or to see a doctor in an urgent care clinic, our brains are busy at work processing the environment around us and forming emotional responses to all that stimulates our five senses. Neural structures that have developed for decoding sensory information, exhibiting empathy, perceiving patterns, and seeing in pictures have a direct influence on the design of all of these places.

There is no doubt that digital media is an exciting new tool in the experience designer’s toolbox. The pervasiveness of digital media and its integration to our lives is having an effect on the structure of our brains as well as our physical environments. Digital place-based media, handheld devices and emerging technologies are changing the way retailers, restaurateurs, hoteliers and myriad other businesses, need to communicate with their customers.