RETAIL FIELD SURVEYNYU Stern | SDA Bocconi

Baptist | Langton | Lind | Nanasi | Venkateswar

Wednesday, March 20, 13

formato

shop within shopadequate customer servicelimited product assortment

cornersub-par customer service

adequate product assortment

mono brandgood customer service

knowledgablecore product line

consistent with brand identity

multi branduse of focal points

collection is on trendrunway inspired

flagshipvaried customer service

varied product assortmentdeep product knowledge

core brand essence

Wednesday, March 20, 13

“...un regalo per la mama...”

customization to luxury niche great customer service

captures aspirational customer

fashion, not luxuryindustrial

minimalisticuninviting

inconsistent serviceflow by product line vs brand essence

flagship and mono brand types“a gift for mom”

Wednesday, March 20, 13

industrial

minimalist

uninviting

intentional

brutta esperienza

Wednesday, March 20, 13

white glove service

design:

absoluteaspirational

a c c e s s i b l e

superba esperienza

Wednesday, March 20, 13