“Retail is in the middle of a revolution and too few companies are prepared or even fully aware. We all changed in the wake of the global financial crisis and the consequences of this are just becoming apparent.”

“More than ever before we seek out things that give us reassurance; products with meaning or stories to tell. We look for retail spaces that enhance our sense of community, of belonging, and we’re turning away from stores that only want to sell us more stuff. This is as relevant for value brands as it is for the luxury end of the market.”

CRYSTALS SHOPPING CENTER LAS VEGAS

“Retail is the lifeblood of our towns, cities and most importantly, our communities. So it’s critical that we keep innovating and maintain enthusiasm for our stores.”

“The key is to understand what customers are really looking for, then we can start to engage.”

Read my piece ‘What are Shops For?’ here

BUCHANAN STREET GLASGOW SUMMER 2012. EVEN IN THE DEPTHS OF RECESSION HARD-HIT GLASGOW NEVER LOST ITS PASSION FOR SHOPPING

“Retail must work so much harder today. We now expect to have a personal dialogue with our chosen brands. Brands should have something to say, not just sell.”

“I believe retailers have a unique window of opportunity to connect and engage with us as never before, not just digitally but in the real world.”

TIMES SQUARE NEW YORK OF COURSE. WHERE ELSE?

“Humans are a highly logical species. If your customers are staring at their iPhones, it’s because your store is not talking to them, not saying anything. Branded spaces should be rich in inspiration and dialogue. If not we’ll stay at home and order online.”

THE ENTRANCE TO THE GRAND BAZAAR, ISTANBUL. STILL AWE-INSPIRING AFTER MORE THAN 500 YEARS!

“Retail and hospitality are the same thing now. It doesn’t matter whether you’re a market trader or a high street chain, your job is to make your customer feel important, listened to and cared for. In short, you must put them at the centre of the universe.”


HOSPITALITY BANGKOK STYLE

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