Retail By...

(Author : Altavia Watch)
Nathan Stern is ShopperMind’s chairman.

Photo nathstern HD

 

 

 

  • What Retail innovation recently seduced you the most?

Undoubtedly, the effort made by a seller of fruits and vegetables in my neighborhood to harmonize the prices of the different fruits and vegetables.

It’s a shop which offers mostly low priced fruits and vegetables because its products present small flaws: spots, atypical forms, non-standard formats … In recent months, the manager seems to strive to harmonize the sales price per kilo of all his fruits and vegetables. He works behind his old cash register and he does not employ anyone. Tending towards a single price policy certainly allows him to weigh more fruits and vegetables at the same time as he can mix 3 or 4 types of items, which allows him to serve more customers in less time and limit the wait for customers who have finished their shopping.

The crates are next to each other. And an unexpected result of this price harmonization (combined with a lack of traceability of outputs) is that you feel like an being in an orchard or a vegetable garden where you can put in the same bag a Granny smith apple, 2 Boskoop, a pear, a small bunch of grapes … and maybe one or two loquats. The price disappears. And even the price sensitivity is blunted. Picking sensation is incomparable. We are no longer in a shop but in a garden.

What I find remarkable about this retail innovation is that it is the act of a “candid” shop owner who manages to propose, by accident, a truly unique shopping experience. This demonstrates to me that, in retail, innovation is within reach of all, and that anything can be invented, even in the most traditional shops

Nathan Stern
  • What major trend affecting Retail seems the most exciting  to you ?

It is certainly the development of short and collaborative economy that inspires me the most. Distributors can be a screen between producers and consumers, or on the contrary bring consumers and producers closer together. They can break the link, or create a link between the various stakeholders. When distributors create an upstream screen, consumers focus on the price. Because this opacity upstream also makes us indifferent to the conditions of production. And this has serious consequences for producers and suppliers …

There are no two similar cow milks in France, but almost nobody can realize this. And the efforts of the producer who fights for the welbeing of his animals and the freshness of their food will not be recognized. In the end, his  milk is milk that will be, at best, organic if it has satisfied the specifications of his sector. But nobody will know anything about his efforts. His production will be put on the same level as that of the most radical production-breeders, and the milks themselves are often mixed.

Moreover, would we want to drink the milk of cows raised in industrial complexes if upstream – breeding, transport and slaughter – was under our eyes? Would we want to buy this T-shirt two euros if one had in mind the heat, noise and humidity experienced by workers producing it in the workshops in Bangladesh ? 

Of course, this denial has advantages, particularly in terms of price. But everything can be seen as a resource or as a creature, as a means or as an end, everything can be used or loved. And my belief is that nobody is glad to live in a disenchanted world, no one has ever wanted to buy products, good or bad, or even consume. Besides, who has never defined himself as a consumer? For themselves, their relatives or their children, people want real fruit, real vegetables, real food, real clothes, real perfume … They want what they are buying to have a story, anchored in soil or in a culture. If the products sold in supermakets are understood as products, it is because the link to the source is broken.

“distributors who choose short circuits, highlighting producers, craftsmen, cooks or gardeners, give their food an authentic identity. We feel the work, we see the earth, we experience the seasons … And this is what people are buying in these circuits.

  • Your favorite Retail destination ?

Apple Stores. In this, I am representative of the french national population since Apple Store was the winner of this year’s “shopper value” award in the category “Large Specialty Surfaces”. I usually go the Opera Apple Store in Paris.

I appreciate a thousand things: the beauty of the place, the feeling of living a rather special experience, the opportunity to discover the items freely, the enthusiasm and availability of the sales teams, their sensitivity to my needs, the fact that they don’t push me to buy, their authenticity, the fact that the sale is done with them and not at the cash register, that they bring me the article and I do not have to go get it and the Apple Store business card to their name they give me when we separate, aswell as the email with the bill that I receive when I get home … And in the end, it is the chain of shops in the world, that has the highest turnover per square meter.

apple store louvre Paris
  • A Retail app in your Smartphone ?

Amazon to buy in one click. Despite my embarrassment as to the social and fiscal behavior of the company, the service is almost irresistible.

As we experience it, stores do not seem to answer to customer desires. It is primarily a rational arrangement on a logistical level, which allows the customers to assume a significant part of the duties in exchange for lower prices. Thus, consumers support their travel to the store, the picking, and delivery of the articles to the cash register, the deposit on the carpet and sometimes, now, scanning articles, bagging them, filling the car trunk, bringing the items back to the home, unloading, removal of over-packaging and finally the dispatch of the shopping in the fridge and pantry. All these routines are solitary and rather off-putting.

I think stores really need to  invest in customer experience in stores, so that customers continue to systematically go to supermarkets rather than digital alternatives that are developing : click and collect, drive, lockers, shopping delegation, subscription, and of course the new delivery arrangements at work or at home: at a certain time, in half an hour, by drone – that can be taken seriously – by a neighbor, by a delivery robot, …

  • Customer satisfaction challenges of tomorrow in Retail ?

Of course, it is urgent that we systematically measure client satisfaction. That any transaction ends with feedback collection from the customer, in a rewarding and painless way. That is why we are interested, at ShopperMind in solutions to facilitate measurement in situ, by the distributors themselves, of customer satisfaction. But I think that for tomorrow’s customer, the issue exceeds this paradigm of satisfaction. Sticking to the question of satisfaction, encloses the relationship between the consumer and the brand in a client-provider relationship and that is an impoverished relationship. It is of course essential to keep promises, respect the contract or give satisfaction by meeting expectations.

“But limiting to this, is misunderstanding the various aspects of customers who may be partners, allies, ambassadors, social actors, citizens …” 

The consumer is basically a degraded version of the client. When a customer recognizes himself in a brand, he will not be content to just pay his articles. He wants to contribute, get involved, participate. Thus, I think we will eventually include the desire to satisfy the customer in a desire to build a mutually beneficial relationship between the customer and the brand.

  • Your “Proust madeleine” in Retail ?

A bakery in my neighborhood. Child, I bought my candy. And I now buy sweets for my son. The cakes are not extraordinary. Pastries neither. Neither the bread. But I gradually learned to find them at my taste, because the 2 bakers, with the smile they address me when I cross the threshold of their establishment, manage, keeping the right distance, to let me think they like me. Suddenly, their bakery has become MY bakery. Where I feel unique.

And who does not want to have his bakery? We want to love our butcher, baker … It can be a part of ourselves, part of our identity.

Going there, is also enjoying a free show which I never get tired of : the social game – both codified and free between the baker and the 2 or 3 customers who came before me in the shop. .. I love seeing work, service, attention …

Of course, it’s very convenient to have bread in one click, as when we buy a USB stick in a click  bought, but how far do clicks go ? How far into rationalization? How far into disenchantment? If we had a choice to love in one click,  would we click?

boulangerie-Léonie-5

Source : Altavia Watch

(Author : Altavia Watch)
 Eric Borreil CEO of Altavia France  

Eric Borreil

 

 

 

  • What Retail innovation recently seduced you the most?

The most striking, the most attractive and the most emblematic for tomorrow according to me is, without a doubt, Amazon’s “Prime Air” project!
Of course the project is over two years old now – and it holds a number of constraints – but Amazon announced the launch in India in October. We speak here of “octocopteres” which can fly up to 80 km / hour carrying packages weighing up to 2.2 kg, on a radius of 15 km which represents 86% of the company’s sales !
With an incredible promise: “The delivery of your package in less than 30 ‘! “
When we know that Google is also working on a similar project with its “Project Wing” and that France’s La Poste tested last year a terminal designed for landing and takeoff of package delivery drones, we can think that between futuristic and immediate future, time retracts at breakneck speed. Which, in my opinion, is not a bad thing  when it comes to delivery…

Prime Air Amazon
  • What major trend affecting Retail seems the most exciting  to you ?

In the line of the drone delivery solutions, widespread revolution in commercial logistics is from my point of view the most significant and structuring development for retail.
If we look at this trend with a wide view, we realize that it meets of course the technological and e-commerce revolutions, but it also supports a broad service-based development which is the new paradigm of retail, changing the primary expectations of customers today.
We are facing one of the largest evolutions of services retail has known in a long time.
Between the logistics of home delivery and the various systems and procedures: withdrawals or deposits point, click and collect, drive, vending machines, pop-up stores, mobile trucks etc … it is an entire ecosystem that innovates and reinvents itself to offer a tenfold accessibility to their products and their offers.
Somehow the rise of proximity is also a form of response to ‘logistic’ expectations today. This trend is exciting because it reconfigures retail today and tomorrow.
Considering that customers have regained power over their consumption and purchasing, and retailers are becoming more than ever great logistic experts for customer service, we are here facing a major field of innovation, at the center of today and tomorrow’s digital native generations expectations. 

  • Your favorite Retail destination ?

As a golfer, I have a regular practice … in a chain of stores: Golf Plus.
First, because it has created some shops in Paris and incidentally at 800 meters from my home (proximity again…), but especially because it has set up a complete service and wonderfully faces all the (real) needs of golfers, whatever their level.
To push the vice (yes that sport is a vice) a little further, Golf Plus created spin offs in the same street : a shop for clothing, a shop for material, a workshop for equipment repair and adaptation, but also a “Golf Plus Travel” antenna.
The pros that make a difference? The service, as always: including a fitting workshop that can customize clubs after analyzing your body, your swing speed and sensations (with a GC2 radar for experts). But also an inside practice to test the material, not to mention the advice of profesionals in the shops or the possibility to rent equipment …
The example is certainly unusual, but the fundamentals are present and well developed: proximity, choice, advice and (ultra) customized services (ultra)!

Golf plus
  • A Retail app in your Smartphone ?

For once, I instinctively think of an app: the TGV Pro application.
It summarizes everything I expect from a app, it’s simple and practical, based on my real user needs, logical, useful and essential in mobility. The dematerialization of my train tickets, my loyalty program and my “Grand Voyageur” card allows me to travel with my phone. The recent inclusion of all the necessary documentation is a must of ease and simplicity at this level. Furthermore it really simplifies ticket exchange processes (in two clicks) and offers additional services like booking parking or taxis to take only these examples. Last less visible point: no concession is made to what is useful and necessary. Thus no minor feature or schedule unnecessarily complicates the customer experience. In short, a good example for me of a “customer centric” application.

  • Customer satisfaction challenges of tomorrow in Retail ?

Client link for a long lasting satisfaction! And in this regard my belief is that the link can be built only by the consideration of “the customer’s truth” prerequisite to the creation of meaning and value, necessary to a long lasting relationship. More than ever, new technologies open an always bigger relational and transactional field, more contextual, more interactive, and of course more personalized.

We all know that services are at the heart of customer satisfaction through new experiences that are always smoother, faster, more complete and more in line with the expectations of shoppers. 

Nevertheless, I believe that the great challenge will be building satisfying customer satisfaction through a clean and differentiating relational code. As technology opens up the field of proximity, interaction and customization, it increases the risk of intrusion or even bad taste. In fact, new technologies requires excellence in the relationship.

I think it necessary to stay alert of a drift that would not create the necessary differentiation: technological innovation and satisfaction based only on service or offer. Service and offer that can by essence be copied.

Satisfying a customer is also and above all based on a proposition to join a system of values in which he recognizes himself. for customer satisfaction to be sustainable, it needs to make sense, to be built on the truth of its expectations and its context with transparency and empathy.

For satisfaction to be sustainable it requires a strong and “real” customer relationshipWe must therefore put the content and meaning at the center of customer satisfaction. Creation is in my point of view a little forgotten in the on-going revolution, very (too?) focused on the reinvention of offers, services and client touchpoints. Offering to customers a relationship in which he’s fully (re)considered is in my opinion one of the key challenges for the future.

How does the customer perceives the legitimacy of the relationship with the brand? How important is this relationship for him ? What kind of relationship does he consider establishing with the brand with him? What level of closeness is he waiting for? What standard is he ready to accep?

These issues – from the customer’s point of view – status, involvement, frequency, format and relationship are at the center of a sustainable and satisfying link with customers. And “customer relationship” is the major challenge of a lasting satisfaction for tomorrow.

  • Your “Proust madeleine” in Retail ?

I’m not a nostalgic. I would much rather imagine concepts for tomorrow than look back on memories of another time. What is certain is that the best is yet to come ! But for exercise I will say my neighborhood bakery. For the authenticity, the quality of the products, the smell. For the real product and the real baker! Besides authenticity is a value of the future, including in innovation, and proximity is at the heart of the expectations and new behaviors today.

boulangerie

Source : Altavia Watch

Lorenzo Bertagnolio, Responsible for Altavia’s international development, shares his latest retail favorite and tell us why

La Fraîcherie

Through a partnership with Auchan, La Fraîcherie has already opened eight corners in supermarkets, where that start up is selling fresh fruits and vegetables, to cook or consume directly in the store. Read more


A wonderful concept that will be a great success because it combines fresh products, which is the main stake for customer engagement in retail, innovation in terms of products with great care in execution and lastly it’s based on a growing trend : the disappearance of borders between retail and catering. All this done in a very fresh way ! A very attractive project. Lorenzo Bertagnolio


Source : Altavia Watch 

Lorenzo Bertagnolo shares about his interest in Chatbots,and comments on Tacobot, the last Taco Bell’s initiative based on this very technology.

Taco Bell boosts mobile ordering with chatbot commerce on Slack

In the latest sign that chatbot-enabled mcommerce is quickly ramping up, Taco Bell is testing a new Slack interface, called TacoBot, that enables users to order food directly within the messaging platform. Read more


I found this article very interesting because it is one of the first commercial developments lined to the revolution that is happening on chat platforms, chatbots .
Instant messaging are in the process of transforming in super- platforms where conversational robots help achieve any task with a major impact on trade for the future.
Bots strated a week ago on Facebook Messenger and Facebook Mark Zuckerberg , launching this new feature, said ” It should be as easy to interact with a company than with a friend.”
It seems clear that chat apps will become the new browsers and bots will be the new websites. Some do not hesitate to affirm that this is the beginning of a new Internet .
A fascinating subject that we must follow closely. Lorenzo Bertagnolio


Source : Altavia Watch

Responsible for Altavia’s international development, Lorenzo joined the group 21 years ago to start the first Altavia subsidiary outside France, after having worked in the telecom and publishing fields. Before his present position, he was GM of the Altavia Iberica and area manager for Europe. Italian by birth, graduated at Politecnico di Torino,  he lived in Israel, Italy , Mexico, Morocco, Saudi Arabia, Spain and finally in France.

Lorenzo

 

 

 

  • What Retail innovation recently seduced you the most?

Causses is a “Quality and Health Food Shop” ( AGQ ) inspired by the slow food values ​​( good , clean and fair ) , which highlights the recognized expertise of the producers which signed the brand’s quality charter, and is also a food court, offering a short homemade menu made from products from the store. “The mission of Causses is to transform the chore of shopping to a fun moment, and to be a place of experience and friendliness. ” The choice of products that are referenced meets the values ​​of the brand : – Quality – Authenticity – Curiosity – friendliness – With over 2000 products guaranteed without additives or food coloring, there is more than enough to be satisfied .

  • What major trend affecting Retail seems the most exciting  to you ?

The customization of consumer products. Technology allows brands today to offer to their customers differentiated products, with direct access to information from their consumers through their digital activity. In an impersonal consumer world , personalization is a reflection of the desire to feel unique. tomorrow’s IoT, which will identify health and mood data, may pave the way for manufacturers to create new interactions, automatically delivering highly customized offers, such as a drinks adapted to each consumers needs in energy and calories. The question is to see how the industry will take this turn and when.

  • Your favorite Retail destination ?

The Aligre market in Paris because it is : joyful , seductive, loud, full of life . Traders negotiate with customers, adapting the price to unsold stock, in short it is impossible to leave without having bought anything.

le marché d'Aligre
  • A Retail app in your Smartphone ?

Amazon. A classic but very powerful app, purchasing is done in a few clicks and with great ergonomy.

  • Customer satisfaction challenges of tomorrow in Retail ?

There are many challenges, but one that seems quite important will be the time saved in the least fun part of the act of purchase : the calculation of the total amount due. The technologies will directly calculate at a low cost the amount of our purchases in our shopping cart or trolley and customers will be able to pay with a simple but secure validation . No more queues, more time to choose.

  • Your “Proust madeleine” in Retail ?

La Rinascente. 1865 the Bocconi brothers opened in Milan, the first great Italian store where consumers found ready-to-wear clothes, a great innovation, because at that time all clothes were tailor made. The success was immediate , allowing the opening of a second store in 1877 in Milan, Piazza del Duomo , which became the flagship of the brand , followed by many others. Then, to increase traffic and attractiveness of the store in Piazza del Duomo, the Rinascente added other services such as a bank and a post office. La Rinascente is a true icon of Italian retail and reminds me of my childhood.

larinascente

Source : Altavia Watch

Among other latest retail-related news, Didier De Jeager chose to focus on a  brand new instore innovation : Pepper the robot, the last impressive sales activation tool !

Meet Hilton’s Latest Hire,  Connie, the Concierge Robot

Social robots could change the customer experience for hotel visitors. At the reception desk of a Hilton hotel in McLean, Virginia, a robot named Connie could help you get around town, find a museum or recommend what to do during your visit. read more


Let’s forget for a second that this is a robot, and let’s focus on what I believe is the most interesting part, namely its perceptional and interactional abilities, such as:

  • Identify a visitor’s gender as well as evaluate their size and age to select and offer products that match these criteria;
  • Recognize a returning client and instantly get their previous purchases list;
  • Determine its interlocutor’s emotions and react accordingly;
  • Speak the language of a foreign visitor and…
  • …save each of these data.

Some of these skills go beyond human abilities. Yet what is at stake here is to offer a better instore service –to a greater extent than clerks ending up being replaced by machines. Didier De Jaeger


Source : Altavia Watch

(Author :  Altavia Watch)
Didier de Jaeger, CEO of Altavia Europe shares his latest retail favorite and tell us why

Starbucks Now Lets You Save The Songs You Heard In-Store To Spotify

Starbucks Now Lets You Save The Songs You Heard In-Store To Spotify

Starbucks and streaming service Spotify are expanding their relationship today with the launch of a new digital music experience for Starbucks customers which will allow them to identify songs being played in stores, then download and save those they like to a playlist on Spotify’s app. Read more


A  great example of two companies working together for their mutual benefit despite working in very different sectors, because they have found a way to bring added value based on one of their clients’ needs:   being able to lesson again to the music  heard in a public place. Dider De Jaeger


Source : Altavia Watch 

Didier De Jaeger is CEO of Altavia Europe. Didier started his professional career as copywriter and strategic planner in various international advertising companies such as McCann-Erickson, Young & Rubicam and J. Walter Thompson. He also was Managing Partner of the market research company Censydiam Europe, Managing Partner of the advertising and digital communication agency Kadratura, President of the communication agency Troy, born from the merger of Kadratura and Troie, and Executive Partner of Emakina Group. He also was a lecturer at Louvain School of Management from 1995 to 2009.

 

Didier De Jaeger

 

 

 

  • In recent months, which Retail innovation has inspired you the most?

There are so many promising innovations, but I prefer those that encourage shared purchasing, which shows that business is adapting to contemporary values and lifestyles. Ford, is a good example, it offers shared leasing for group-owned cars and an app to manage usage of a shared car. I’m delighted that manufacturers and retailers are taking into account the emergence of collective consumption and the evolving concept of private ownership. It is highly significant that these developments are based on the car, the most emblematic product of the traditional consumption lifestyle and of the expression of social status through objects. Ford provides group-leases for cars.

  • Which of the main trends in Retail are you most excited by?

Architectural innovation, like the Dongfeng City shopping centre in Zhengzhou.  After years of “functional boxes”, we’re seeing more and more shopping centres becoming iconic buildings for their cities, through their creativity and occasionally through clever conversion of old buildings.

At the same time, shops are becoming sites for multiple activities, not solely focused on purchasing. Shops where you can spend time, drink a coffee, discover more through digital media or from engaged staff. Even, watching programmes or films. Shops which express passion for an activity as well, like Rapha, a cycle shop in San Francisco, where you can bring your bike into the store with you, and which plays cycling races on big screens. I saw a replay of a legendary race in Belgium there, with the original Dutch commentary that very few could understand in the US, but which reinforced the feeling that “’we’re connected to the places where things are really happening”. A simple way to feel; like you’re in a temple of cycling.

amphibianArc
  • Where is your favourite Retail location?

Deus Ex machina, “The Emporium of Postmodern Activities”, which I discovered in Los Angeles but can be now found in several other cities, including Milan. From vintage motorbikes to a restaurant, surfboards, books, clothing, records… A seemingly completely disparate selection, which is in fact totally coherent with the “visitor’s” way of life. And above all, in a place where it all seems arranged for enjoyment rather than sales.

Deus1
  • Do you have a Retail app on your Smartphone?

Take Eat Easy: you order dishes from the restaurant of your choice, and they’re delivered by bike in thirty minutes. An ingenious system to select restaurants. The order management and geolocalisation of the delivery drivers provide a very fluid transaction for everyone involved; the customer, restaurant owner and, delivery driver. But when it comes to mobile applications for making purchases quickly and easily, I regularly use the ones for organising travels (airlines, hotels). The best are ahead of the game.

  • What are the future customer satisfaction challenges for the world of Retail?

After-sales service. A system that doesn’t require customers to bring multiple copies of the invoice, and allows them to wait in a comfortable place where they are entertained, before talking to a representative who truly understands customer service and how to greet customers. Rather than an administrator sat behind a counter. I was particularly impressed by my recent experiences of the after-sales service in Apple Stores.

  • What’s your greatest Retail memory?

A butcher’s in Apulia, which became a grill restaurant every evening in summer by putting tables in the small streets around the shop. Every day, they managed to create a feeling of improvisation, passion, and spontaneity, which created the impression of a one-of-a-kind experience.

Source : Altavia Watch

We asked Raphaël to share his latest favourite retail initiatives with us. His first choice was This is Story 

this is story by Retail

What would a store look like if it were a magazine? In 2010 Rachel Shechtman asked herself the same question, and set about finding out, creating Story, a unique and innovative retail concept built on the basic principles of magazine.

As Shechtman, who also runs her own consulting firm, related to the 2013 Westfield World Retail Tour from the floor of her New York store, Story is a space that “has the point of view of a magazine, changes every four to eight weeks like a gallery, and sells things like a store”. “Basically we are a living magazine,”  read more


I share the same beliefs as the creator of this New York concept, which are innovative to say the least. Much like Rachel Shechtman, I am sure that 70% of customer experience should ‘meet expectations’ and the other 30% should be surprising and exciting. STORY embodies an innovative and customer-focused retail vision. The shop constantly changes in appearance, like a fashion shop or gallery and sells items like a shop. I love this sense of entrepreneurial risk-taking, led by a unique business vision.


Source :  Altavia Watch

We have the pleasure of launching our new ‘Retail By’ division by interviewing Raphaël Palti, Chairman and Chief Executive Officer of the Altavia Group. We’ll ask him 5 quick questions about the international retail market.

Raphaël Palti 2016

 

 

 

  • In recent months, which retail innovation has inspired you the most?

That’s a tricky question because I can think of so many, but recently, the new shopping experience introduced by Etam’s subsidiary, Undiz, has really inspired me! It completely meets the needs of modern-day customers because it’s innovative and surprising. By using a combination of technological and physical elements, Undiz has managed to redesign the retail market of today and of the future. It optimises the shop floor and revolutionises the customer experience thanks to invisible stock management and simplified transactions. The tube system is quite spectacular!

  • Which of the main trends in retail are you most excited by?

The retail market is constantly changing. Points of sale have been supplanted by points of purchase, which give rise to the concept of CtoBtoC. Physical elements have become intrinsically connected to digital ones. Brands are listening to customers as they become better informed, more online and more demanding. Chain stores have begun gathering customers in collaborative groups as a way of listening to them, understanding them and uniting them. Retailers are becoming logistics experts as they combine new ways of selling and buying: click and collect, drive, automated collection points, personal shoppers, etc.

  • Where is your favourite shopping location?

The Saint-Ouen flea market of course! It’s a stone’s throw from our old premises. It’s a fantastic experience: you can stroll under the covered market or along the open-air one. It’s full of surprises and will awaken all your senses. I love the diverse range of human contact and the way you can barter and form bonds with the traders. These days, it’s quite rare and special to be able to touch and look at so many objects and creations. Flea markets are always enjoyable, both in terms of experience and interaction, even if you leave empty-handed. I’ve also noticed the way flea market traders have managed to adapt and use Instagram as a vector for selling, especially with their foreign customers.

  • Do you have a retail app on your Smartphone?

I automatically think of the Air France app. It has been designed to be ‘mobile friendly’. Quick, smooth, intuitive; it has everything I need to help me with the numerous trips I make throughout the year. It saves such a lot of time! It is a prime example of having a virtual world in your pocket. It is a tool that promotes loyalty and commitment and perfectly embodies and adapts to the uses of a modern trading relationship.

  • What are the future customer satisfaction challenges for the world of retail?

Trying to make sure customers are happy! We must also learn to listen to our customers. Today’s customers are participatory and collaborative, and as such, are now joint creators of business transactions, which means we need to find new ways of communicating with them.

  • What’s your greatest retail memory?

The mysterious Parisian ‘Au Bonheur des Dames’, the very origin of department stores. As a child, I always imagined it was full of ladies!

Source :  Altavia Watch