Whole Foods Market opened a unit in Midtown, Detroit, to serve a primarily black, low income consumer who is relatively uneducated about local and healthy food. Check out this video audit to see how it designed and managed the customer experience there. DLYohn Brand Experience Brief: Whole Foods Detroit from Denise Lee Yohn on Vimeo. other […]

A new store format from Radio Shack, “Interactive,” presents the best of what the brand has to offer including mobile repair service “Fix It Here!”  Check out this Brand Experience Brief: DLYohn Brand Experience Brief: Radio Shack Interactive from Denise Lee Yohn on Vimeo. […]

TargetExpress, the new smaller retail concept from the folks at Target, is intended to offer “an assortment that is locally relevant to meet urban guests’ quick trip wants and needs at an everyday value.” Check out this video audit and analysis to see how it delivers on that mission. DLYohn Brand Experience Brief TargetExpress from […]

brick and mortar companies

Target and Walmart have lost their mojo.  Same store sales and earnings have been flat or down for Target over the last year and Walmart recently posted six straight quarters of traffic declines and five in which same-store sales declined. Fortunately both chains have recently installed new leaders – former PepsiCo exec Brian Cornell is […]

Brand Experience Week draws to a close today with a Brand Experience Brief about a great brand in the making.  This video audit and analysis introduces sweetgreen, a 30-unit salad quick serve restaurant concept, that brings the company mission and values to life in every aspect of the customer experience. DLYohn Brand Experience Brief: sweetgreen from Denise Lee […]

Today we continue our series of video audits and analyses of new or interesting restaurant and retail concepts.  Hope you’re enjoying and learning from Brand Experience Week. Just a quick refresher: On Monday, we looked at SuperChix, a new chicken sandwich restaurant concept from Yum Brands. Tuesday’s video was about Evolution Fresh, a new juice-based […]

Today is Day 3 of Brand Experience Week.  I hope you’ve enjoyed the Brand Experience Briefs so far (Monday:  SuperChix a test chicken sandwich restaurant from Yum Brands; Tuesday:  Evolution Fresh a juice-based concept from Starbucks.) Today’s installment in this Brand Experience Week covers two e-commerce brands that have branched out into brick and mortar […]

Welcome to Day 2 of Brand Experience Week — a virtual extravaganza of videos that audit and analyze new or interesting restaurant and retail concepts.  These Brand Experience Briefs share my insights into how to design customer experiences that are original, compelling, and memorable. Yesterday, I shared about SuperChix, a new test concept from Yum Brands […]

Welcome to Brand Experience Week!  Every day this week I’ll be releasing a new Brand Experience Brief, a video audit and analysis of a new or interesting restaurant or retail concept.  My goal is to identify the elements of a great brand experience so that you can apply the learnings to your customer experience design. Today […]

brick and mortar companies - rethink retailing strategy

Today’s headlines about brick and mortar companies are troubling. Office Depot just announced it will close 400 stores. Radio Shack wants to close 1,100 stores but its lenders are resisting.  Sears is looking to sell off chunks of its real estate. The prevailing wisdom of retailing strategy seems to be minimizing investment in brick and […]