Lush connects online and offline

Lush’s new flagship store in Tokyo is a good example how online and offline commerce can be connected. For example, the Lush app offers services that give customers information about “naked products” when they are scanned. The app recognises objects from the store, looks up information and presents them to the customer in several languages. […]

To Queue or not to Queue

If you need to know how important a good customer experience is, recent research from Ayden and Adobe [1, 2] provides you with concrete numbers. The overall number is staggering: bad customer experice cost British retailes up to £102 billion (!) every year. In this regard, queues in-store stand for 11% of lost revenues, costing […]

Self-Checkout in Brick and Mortar Stores

A crucial part of every customer journey is the checkout process. Imagine for a minute that the online checkout would mimic the process that customers experience every day in brick and mortar stores. The resulting checkout process would require several steps that are awkward, to say the least. First of all, you’ll have to move […]