FOR A BETTER SHOP

“We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better”.

Jeff Bezos

Digital Transformation is radically changing the purchase experience and interaction with the physical and digital spaces where it takes place. 
Retailers often live this change as an inflexible competition between the real and the virtual world, with online purchasing devouring offline sales. 
In fact, better than others, this aspect represents how their necessary symbiotic relationship
can enrich the quality of the purchase experience.  
 

In our vision there is a harmonic relationship between the digital and the physical world which does not create a contrast between the online and the offline. In fact, they are different sides of the same coin – an experience which we define “on-live”, that is, created in real time around an emotional relationship between the consumer and the brand, in a constant, continuous and reciprocal exchange in different moments of truth which characterize the purchase process. 

 

In this way, the store becomes a “responsive” place which is created around the customer who is free to interact with different products. In this place his/her purchase experience becomes an integral and fundamental part of the value of the brand. It is a “win-win” situation which offers the person a fluid, simple, innovative and personalized experience; tailor-made, and all-encompassing, respecting feelings and the value of time. From their side, the sellers have a better awareness of the satisfaction received from their proposal and may adapt it continuously to improve its appeal and increase the profitability of the places which accommodate it.

 

In this scenario, digital technologies and physical design cooperate to make every creation a unique and emotional experience. 

Our model

In our vision, the store is a highly sensitive hybrid place as it reacts and interacts with the customer; it is a place which can “speak” and listen, where a person’s wellbeing, his/her feelings, his/her learnings, all become the focal point of the customer journey, whether it is occurs in a physical or digital environment. 

 

 

The new store can be a multi-channel, meeting the customer in the most disparate micro-moments when the need to purchase arises, accompanying him/her in a surprising user experience which will always be “engaging” regardless of the physical, digital or mixed environment where it will eventually take place.

 

 

 

STRATEGIC SPACE MANAGEMENT
LAn analysis of the appeal of a brand and its products within a space in relation to the online and offline choices of the customer allows you to make informed strategic decisions for the benefit of all the protagonists of the selling process. The owner has a dashboard which monitors all the decisive factors such as the Product-Mix allocation for each exhibition space, the profitability indicators of the spaces, sales trends, the management of promotional initiatives, all in real time. 
LOVEMARK & LIFESTYLE
It is possible to make the place where the brand is materially available an emotional experience by guaranteeing the highest level of services and customer awareness regarding waiting times and desires which are more and more focused on retailment. The interaction of the store staff becomes fundamental for the relation of trust and empathy between the person and the brand, a factor which has become more decisive in the selling process. Not only awareness of the customer but also of the environment and its sustainability may become an innovation driver for more than the core business because it will enable the greentailing of the brand as a rule to convey a sustainable and attentive lifestyle.  
WOW CUSTOMER EXPERIENCE
It is not enough to be aware of the dynamics in your stores: you need to have your finger on the pulse of the quality of the relationship between the brand and the customer. Today, with instruments such as heat maps and monitoring journeys, sentiment analysis and recognition of the attention span, we can constantly have a finger on the pulse of this relationship, accompanying the person inside the spaces and intercepting their tastes. Identifying the touch points of the emotive interaction of the person with the spaces and products offers environments which can adapt, at all times, to their desires and needs.  

In our vision, the harmonic relationship between the digital and the physical world does not imply a contrast between online and offline.  

 

The new store can be a multi-channel, meeting the customer in the most disparate micro-moments when the need to purchase arises, accompanying him/her in a surprising user experience which will always be “engaging” regardless of the physical, digital or mixed environment where it will eventually take place.  


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