Conversational retail
By Molly FlattWord of mouth isn’t restricted to social media; it’s stimulated by every consumer touchpoint in a company, from their traditional advertising to their customer service helpline. Retail stores represent a particular opportunity to generate buzz as they’re at the frontline of consumer experience, but so few brands bother to do something truly inspiring on the high street. Retail Week asked me to contribute to their ‘Good Shop, Bad Shop’ feature, and you can see my (very brief!) thoughts below. What’s the most conversational store you’ve visited recently?
