Currently viewing the tag: "customer experience"

mcdonald’s metro: lipstick on a pig

by denise lee yohn on May 23, 2012 · 0 Comments · in brand delivery, brand disappointments, brand perceptions, business, innovation, retail

If, as they say imitation is the sincerest form of flattery, fast casual restaurants should be flattered by the recent efforts of McDonald’s and other quick-serve restaurants.  Many fast feeders are trying to emulate chains like Chipotle, Smashburger, and Panera, since fast casual players have stolen share from them for the last couple of years [...]

brand experience brief: walgreens chicago flagship

by denise lee yohn on May 21, 2012 · 0 Comments · in brand delivery, brand perceptions, retail

(Welcome to a Brand Experience Brief — insights and analysis from my audit of a new and interesting retail or restaurant concept.) Walgreens is trying to “transform from a traditional drugstore to a retail health and daily living destination,” according to Joe Magnacca, the company’s president of daily living products and solutions.  Its flagship stores showcase its new [...]

nine criteria of breakthrough brand experiences

by denise lee yohn on May 8, 2012 · 2 Comments · in brand delivery, brand perceptions, brand touchpoints, business, retail

What makes a store more than a store?  What makes a breakthrough brand experience at retail? These are questions that companies with brick and mortar assets wrestle with as they continue to lose share to online competitors or to those with mobile capabilities (smart phone-enabled mobile commerce as well as IRL roving mobile units and [...]

april brand as business buffet

by denise lee yohn on April 30, 2012 · 0 Comments · in brand as business buffet

BurgerKing, Volvo, Coke, LEGO, and ShoeDazzle were some of the brands in my recent conversations.  Peruse this recap of my content this month to see what you might have missed:

brand experience brief: lego

by denise lee yohn on April 25, 2012 · 0 Comments · in brand delivery, brand touchpoints, business, retail

(Here’s my newest Brand Experience Brief — insights and analysis from my audits of new and interesting retail or restaurant concepts.) It’s always interesting to see how product companies create retail experiences for their brands.  That’s why I’m eager to share my download on the LEGO store.  It’s a solid experience for the LEGO brand, but they [...]

brand experience brief: pie-ology

by denise lee yohn on April 4, 2012 · 2 Comments · in brand delivery, brand perceptions, brand touchpoints, business, retail

(Here’s the latest Brand Experience Brief — insights and analysis from my audits of a new or interesting retail or restaurant concept.) Pie-ology, a new pizzeria concept inspired by Chipotle, delivers a remarkable brand experience — check it out: other brand experience briefs: The Habit Burger Grill uniqlo ihop express  

radical differentiation at lululemon

by denise lee yohn on March 28, 2012 · 0 Comments · in brand delivery, brand perceptions, business, marketing, marketing to women, retail

Last week, the Wall Street Journal featured a piece about Lululemon Athletica’s “secret sauce.”   Although many stories have been written about the retailer of yoga-inspired athletic apparel, this one succinctly relayed the elements that distinguish Lululemon from other brands.

brand experience brief: uniqlo

by denise lee yohn on March 17, 2012 · 0 Comments · in brand communication, brand delivery, brand touchpoints, retail

(Check out my latest “brand experience brief” — a report with insights and analysis of new and interesting restaurant and retail concepts.) Fast fashion retailer Uniqlo is on a roll.  I visited the company’s Herald Square location, one of three stores it has in New York City.  Here’s what I thought of the brand experience there: more brand [...]

the sales associate of tomorrow

by denise lee yohn on March 12, 2012 · 1 Comments · in business, leadership, retail, sales

The folks at Deloitte recently released, The Next Evolution: Store 3.0,  a report on the readiness of retailers for the store of tomorrow.  Although the report offers a somewhat limited and biased perspective since it is based on a survey of only 39 current retail executives, it raises some important questions about the requirements of [...]

brand experience brief: the habit

by denise lee yohn on March 8, 2012 · 0 Comments · in brand communication, brand perceptions, brand touchpoints, business, marketing, retail

(Here’s the latest in a series of “brand experience briefs” — reports with insights and analysis of new and interesting restaurant and retail concepts.) The Habit is one of the many “better burger” chains generating a lot of buzz these days. Although its charburgers do taste good, the company needs to work harder to differentiate the brand [...]

retail tensions

by denise lee yohn on March 1, 2012 · 0 Comments · in business, retail

brand as business bit:  There’s been a lot of reporting on the rankings from Interbrand’s Best Retail Brands 2012 report – but I’ve been spending more time on the consultancy’s commentary that’s sprinkled throughout the report. The comments have made me aware of the tensions that now define retail: efficiency vs. responsiveness – “Now that consumers [...]

february brand as business buffet

by denise lee yohn on February 28, 2012 · 0 Comments · in brand as business buffet

A new definition of brand.  Inspiring employees.  My take on the Super Bowl ads and the new Taco Bell tagline.  Check out my writings on these and other topics in the following “brand as business buffet,” a round-up of content from me from this past month. retail and restaurants: How to Keep ‘Em  Coming Back [...]

would you like a coffee with that wi-fi?

by denise lee yohn on February 27, 2012 · 1 Comments · in brand delivery, business, retail

Once upon a time, Wi-Fi was a novelty in coffee shops.  It was an unexpected bonus that we encountered when patronizing certain Starbucks or some other forward-looking establishments.

brand experience brief: rei soho

by denise lee yohn on February 18, 2012 · 0 Comments · in brand delivery, brand touchpoints, innovation, retail

(Welcome to a “brand experience brief” — insights and analysis of new and interesting restaurant and retail concepts.) REI’s first store in New York City is the quintessential flagship store – it’s big, it’s in a prominent location, and it showcases the brand like no other retail store. Check out my video recap on this [...]

january brand as business buffet

by denise lee yohn on January 31, 2012 · 0 Comments · in brand as business buffet

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 [...]