David Polinchock from Polinchock's Ponderings and I, after several intense discussions on the subject, decided we would visit retail stores in NYC to explore and research their in-store & online experience.
[See Brand Experience Lab: Creating a Branded Retail Experience for my first meeting with David.]
This past June 21, 2010, David and I spent the day visiting retail stores in SoHo and 14th Street in New York City. We visited:
[Note: next time, I will make sure to track my retail visits with my hiking trail marker app so you can follow in our tracks the next time you visit NYC.]
As we visited these stores, we were curious about how sales associates would interact with us, what they knew about their store online activities, how well each store integrated in-store selling with online resources. We were both armed with cameras. Some stores welcomed photos; others strongly forbid them!
We were interested in how technology was used and integrated in-store. [By the way, we came across the first ever iPads used as interactive retail displays and they looked much more effective than the more traditional computer kiosks.]
Over the next few weeks, I plan to take you through several of these stores and explore with you how each goes about creating a memorable customer retail experience not just in-store, but also online. It's what David refers to as "Oneline".
I look forward to sharing these adventures and observations with you and encourage you do your own explorations and share them with us.