Currently viewing the tag: "customer experience"
Hi folks! Trying a new feature this year — a monthly round-up of my published content. It’s a mental buffet of ideas that may seem schizophrenic at times (I do work on fast food restaurants as well as fitness brands, after all!), but it’s all in the service of helping companies understand and apply the [...]
New York Times’ Stephanie Clifford asked me for reactions to J. C. Penney’s recent presentation about the vision and path forward for the venerable chain.
(Here’s the latest “brand experience brief” — insights from my audits of new and interesting retail and restaurant concepts.) Check out this video featuring photos and my notes on Tin Shed, Patagonia‘s new retail concept — and then check out my interview with head of retail marketing at Patagonia, Vickie Achee, which I posted a couple [...]
Today’s interview takes a peek behind the curtain at an extraordinary company, Patagonia. Patagonia is known worldwide as an outdoor clothing and gear brand, but I wanted to better understand the company’s retail strategy. Who better to ask than the head of marketing for the North America Retail Division at Patagonia, Vickie Achee. A twenty-plus [...]
DLYohn 12 Truths to Guide Retailing in 2012 Check out the key points about success in retail from speakers at last week’s NRF’s Retail BIG Show in 2012. View more presentations from Denise Lee Yohn, Inc.
2011 year in ideas
by denise lee yohn
on December 20, 2011
· 0 Comments
· in brand communication, brand delivery, brand identity, brand names, brand perceptions, brand touchpoints, business, innovation, marketing, retail
In the spirit of New York Times Magazine’s annual Year in Ideas, I’ve compiled an alphabetical digest of ideas, from A to Z, that I wrote, spoke, and passed along over the past 12 months. The following are excerpts — the original pieces linked.
brand experience brief: ihop express
by denise lee yohn
on December 19, 2011
· 4 Comments
· in brand delivery, brand names, marketing, retail
(Welcome to the latest “brand experience brief” — insights from my audits of new and interesting retail and restaurant concepts.) What: ihop express test concept from the 1500-unit casual dining chain, IHOP targeted to “Millennials who don’t do breakfast,” the format is intended to give the younger target “an on-the-go option” since they don’t go [...]
brand experience brief: subway café
by denise lee yohn
on November 25, 2011
· 4 Comments
· in brand perceptions, brand touchpoints, marketing, retail
(Here’s another installment of “brand experience briefs” — insights from my audits of new and interesting retail and restaurant concepts.) What: Subway Café
Culture is quite the hot topic in business these days. The adage “Culture eats strategy for lunch” has been acknowledged for ages, but it seems the importance of culture is being emphasized now more than ever.
(This is the first installment of “brand experience briefs” — insights from my audits of new retail and restaurant concepts.) What: the Walmart.com store
note to ceo: take a crap
by denise lee yohn
on October 25, 2011
· 0 Comments
· in brand delivery, brand perceptions, brand touchpoints, leadership, retail
I’m guessing most of you don’t frequently have the opportunity to tell your CEO to go take a crap, but that’s essentially what I did last year – and ever since, we’ve had a fruitful and rewarding relationship.
retail evolution
by denise lee yohn
on August 9, 2011
· 0 Comments
· in brand perceptions, brand touchpoints, business, marketing, retail
In just the past week, I’ve had several conversations about the future of retail – and how drastically shopping as we’ve known it is going to change. From these provocative discussions, it’s become clear to me that retailers must change the way think about and build their brands, or face extinction.
For the retail industry, the Great Recession has become the Great Malaise. Last week, Karen Talley reported in the Wall Street Journal that most retailers missed expectations for May. While there were some bright spots, the 25 retailers tracked by Thomson Reuters posted 4.9% growth in May same-store sales, instead of the expected 5.4% gain.
five leading business ideas for 2011
by denise lee yohn
on December 9, 2010
· 1 Comments
· in brand perceptions, brand value, business, leadership, trends
Change happens. That’s not just a bumper sticker slogan; it’s the state of business today. Mastering change requires new ways of thinking, talking about, and doing business. I believe the leading companies in 2011 and beyond will distinguish themselves by embracing these five ideas:
What happens when a $2.1BB+ organization re-commits its 20,000+ people to its vision and values?! I got to find out last week when I attended “Extraordinary: The Power of Ten” the All-Staff Assembly put on by Sharp Healthcare. Thanks to a generous invitation from Mark Tomaszewicz, the director of The Sharp Experience, I got [...]
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