Currently viewing the category: "retail"

five p’s to a priceless ce retail experience

by denise lee yohn on May 15, 2013 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, retail

brand as business bit:   Showrooming isn’t going away — it’s the way people want and expect to shop now.  So, what are brick and mortar stores to do to compete with e-tailers that undercut them on price — especially in consumer electronics where the prevalence of mobile price checking apps and online discounters have really [...]

square: disrupting the payment experience

by denise lee yohn on May 8, 2013 · 0 Comments · in brand delivery, brand perceptions, innovation, retail

(The following is the first in a two-part blog-exchange I’m doing with Annette Franz Gleinicki, a customer experience expert focused on improving customer and employee experiences.  I follow Annette on Twitter and have learned so much from her writings.  Because we have similar perspectives on customer experience, we decided share with our readers each others’ thoughts on [...]

hold the cone

by denise lee yohn on May 6, 2013 · 0 Comments · in brand perceptions, brand touchpoints, retail

brand as business bit:  Hold the cone!  No, I don’t mean “hold the phone.”  I’m saying “hold the cone” because that’s what ice cream shop workers should do.  Allow me to explain: Recently while in the Virgin America terminal at SFO, I decided to treat myself to some Pinkberry.  After preparing my cone of yogurt [...]

from negative to positive

by denise lee yohn on May 1, 2013 · 0 Comments · in brand communication, brand perceptions, brand touchpoints, retail

brand as business bit:  Last week as I sat working in my favorite hole-in-the-wall coffee shop as closing time drew near, I overheard two servers reading their store’s recent Yelp reviews to each other.  (This, of course, is not a good practice for employees to engage in with customers in earshot, but since I’m such [...]

brand experience brief: caffe bene

by denise lee yohn on April 29, 2013 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, business, retail

(Here’s the latest brand experience brief.  In each of these short videos, I provide an audit and analysis of a new or interesting restaurant or retail concept.) Caffe Bene may be to Starbucks what Smashburger is to McDonald’s — a niche competitor with a distinctive product and memorable experience.  Check it out: Brand Experience Brief: Caffe [...]

what a strong brand does for small business

by denise lee yohn on April 18, 2013 · 0 Comments · in brand delivery, brand value creation, business, retail

brand as business bit:  I recently spoke at CAMEX, the trade show and educational event for the collegiate retailing industry, produced by the National Association of College Stores.  My topic was “More Walk, Less Talk: Build Your Brand through Culture & Customer Experience“ and I inspired and taught attendees how to drive their brand promise into their company culture and [...]

ron johnson’s failure was due to low CQ, customer quotient

by denise lee yohn on April 15, 2013 · 0 Comments · in brand delivery, business, leadership, retail

Ron Johnson’s departure from J.C. Penney last week can be attributed to his low CQ, that is, Customer Quotient. Just as some leaders have been accused of low EQ, emotional quotient (defined as the ability to identify, assess, and control the emotions of oneself and of others), Johnson lacked the ability to identify, assess, and [...]

whole foods for thought

by denise lee yohn on April 11, 2013 · 0 Comments · in brand delivery, business, leadership, retail

Last week, I had the pleasure of hearing Walter Robb, Co-CEO, Whole Foods speak about purpose, values, and culture, and brand relevance and evolution, at the UCLA Extension Restaurant Conference.  Here are some of the thoughts he shared: Whole Foods for Thought by Denise Lee Yohn from Denise Lee Yohn, Inc. related: Brand Experience Brief (video):  Whole [...]

brand experience brief: nike vs new balance

by denise lee yohn on April 1, 2013 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, innovation, retail

(Here’s a slightly different brand experience brief.  Instead of providing a video audit and analysis of a unique retail or restaurant brand experience, I contrast two direct competitors.) The New Balance and Nike stores across the street from each other in New York City’s Flatiron district delivered unique brand experiences in their own way.  Check [...]

how to succeed in new markets

by denise lee yohn on March 27, 2013 · 0 Comments · in brand communication, brand extension, brand names, business, marketing, retail

brand as business bit:   To expand or not to expand, that is the question — the question most companies grapple with at some point. While entering a new market certainly opens up a new revenue stream and increases the impact and stature of your brand, it can also add complexity and variability that threaten your [...]

the genius of apple’s store patents

by denise lee yohn on March 11, 2013 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, retail

brand as business bit:  The news that emerged a few weeks ago about Apple getting approval from the U.S. Patent & Trademark Office for aspects of its store design got me thinking.  On the one hand the application seemed somewhat excessive — that a single brand could lay claim to a glass storefront and oblong tables [...]

brand experience brief: denny’s on fremont street

by denise lee yohn on March 7, 2013 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, business, retail

(Welcome to the newest brand experience brief.  In each of these short videos, I provide an audit and analysis of a new or interesting restaurant or retail concept.) Denny’s is embracing the brand positioning “America’s Favorite Diner.”  Its new flagship location on Las Vegas’s Fremont Street reflects this new positioning, while including several Las Vegas [...]

brand experience brief: whole foods encinitas

by denise lee yohn on February 11, 2013 · 1 Comments · in brand communication, brand delivery, brand perceptions, brand touchpoints, business, marketing, retail

(Check out my latest Brand Experience Brief — a video audit and analysis of a new or interesting restaurant or retail concept.) The Whole Foods store in Encinitas, California, brings the best of a farmers’ market and the best of a national grocer together, demonstrating how a national brand can engage its local communities authentically. [...]

nine tenets for retail in 2013

by denise lee yohn on January 28, 2013 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, business, innovation, leadership, retail

Nearly 30,000 thousand people gathered at the National Retail Federation’s Retail BIG Show 2013 to hear from thought-leaders on the challenges and opportunities in retail.  Here are key tenets from the conversations. Nine Retail Tenets for 2013 by Denise Lee Yohn from Denise Lee Yohn, Inc. Tweet

sony’s susan jurevics on the great convergence

by denise lee yohn on January 14, 2013 · 0 Comments · in brand communication, brand touchpoints, marketing, retail

One of the biggest learnings from this past holiday season is how dramatically consumer behavior is changing.  People are now using an arsenal of smartphones, mobile devices, social apps, tablets and other tools to research prices, redeem coupons and make purchases.  And at the same time retailers are using an ever-growing list of channels and [...]