We are thrilled to release our new presentation: "Why experiential is The Future of Retail"
Based on our experience and our research, this analysis highlights the key success factors to create a successful experiential retail concept, illustrated through 20 best practices.
2. “I certainly don’t think we’re in the midst of a retail
apocalypse and I do not believe that Amazon is killing
retailers.
I believe retailers' bad service is killing retailers.”
Laura Alber, Williams-Sonoma's CEO at Recode's Code
Commerce event, 2017
2
4. When imagining their ultimate in-store experience, consumers
look at four major criteria
Source: i-Moderate. 2017
Convenience
Convenience 86%
Ease of finding products 86%
Customer
service
Customer service 81%
Product
selection
Variety of products 88%
Quality of products 74%
Uniqueness of products 51%
4
Store
environment
Store atmosphere 65%
Values & morals 64%
Store clientele 51%
5. Source: HRC Retail Advisory, 2018
Successful services offer convenience, time-saving and
human advice (Price scan, Click &Collect, Personal shopper
…)
While other technology services are still considered
“goodies”
And above all, people want to be left alone unless
they ask for help
5
Pairing the right service with the right in-store customer experience is
key for retailers
6. In-store experience will be US retailers’ 2nd largest area of marketing
spend, with 55% of retailers investing in it by 2020
0%
20%
40%
60%
80%
Data tracking,
Collection and
Management
In-store
experiences
Delivery
systems
Loyalty
program &
customer
relationship
Flexible
purchase &
returns
Top 5 areas retail executives are investing in for 2020
%ofretailers
Source: PSFK “Future of Retail 2018”
6
14. “Media is becoming the store. As a result, stores must
become media… stores are the most powerful,
measurable, manageable form of media that a brand has
at disposal.
Stores can’t be just about distributing products. They need
to be about distributing experiences — less stores, more
stories”
Doug Stephens, Founder & President, Retail Prophet at
#BoFVOICES, 2017
14
156. About iVentures Consulting
iVentures Consulting is a Management Consulting boutique dedicated to company transformation founded in 2005 by
Aurélia Ammour and Christophe Biget and based in Paris, San Francisco and Los Angeles.
iVentures Consulting works with groups and brands mainly in Fashion, Luxury, Beauty and Retail
• Transformation: business planning &
roadmap
• In-store and E-commerce customer
journey
• Agile organization
• Disruptive innovations
• Partnership with startups
• New ventures creation
• M&A
S T R A T E G Y
C O N S U L T I N G
B U S I N E S S I N T E L L I G E N C E
• Board & management committee
wakeup call: latest trends and best
practices
• “Piscine 42”: top management program
focused on agility (in partnership with
42 school)
• Reverse mentoring
• Other bespoke programs (training,
digital day, tribune, digital academy
learning expedition…)
C U L T U R A L
T R A N S F O R M A T I O N
• Market watch & trends
• eShopper Index: Ranking & Analysis of
E-Commerce leaders based on
customer experience
• Deep dive analysis : E-Commerce
performance audit & optimization.
M A I N C L I E N T S
Fashion & Luxury: Baccarat, Boucheron, Carolina Herrera , Céline, Esprit, Givenchy, Icosae, IKKS, IFM, Lacoste, Loewe, LVMH Group, Kering,
Moet Hennessy, Paco Rabanne, Vilebrequin.
Beauty: Clarins, Diptyque, L’Oréal Paris, Lancôme, L’Oréal Luxe, LVMH Perfumes & Cosmetics, PUIG, Rituel de Fille, Yves Rocher
Retail: Carrefour, Darty, Feelunique.com, Fnac, Just One Eye, Monoprix, Nocibe, Paris Aéroport, Sephora, Stokhomani.
Others: Air France, BNP Paribas, Bouygues, Ducati, Essilor, Le Monde, Roche, Saint Gobain, SNCF, Société Générale, Total.