Monthly Newsletter | January & February 2019
S-CUBE Fixtures What's In Store this month

Table of Contents

In-Store Shopping Emotionally Satisfying
6 Dimensions Of Experiential Retail
Making Retail POP, A Look at Pop-Up Shops
S3 Queue Management System


Survey: In-store shopping emotionally satisfying


Consumers are more likely to feel satisfied with their purchases when shopping in-store rather than with pure-play e-commerce retailers.

That’s according to a study by DXC Technology (published in an IDC InfoBrief) which found that more than 60% of respondents are confident with their purchases when they make them in-store and strongly appreciate the ability to return products conveniently and hassle-free to retail locations. 54% rate their overall in-store shopping experiences as emotionally satisfying.

In addition, more than 70% of consumers prefer to shop for consumer goods either in-store or online from retailers with a physical presence, as opposed to 29% who shop primarily online.

The survey revealed that showrooming strengthens brick-and-mortar stores, with 36% of consumers buying in-store after exploring products online. Ninety-four percent of shoppers say a store associate’s help is important in feeling confident they are buying the right product.

The survey also revealed several insights that go against common wisdom:

  • Same-day, next-day delivery or in-store-pickup options are not key differentiators unless companies are trying to reach specific groups or segments of customers.
  • Same-day or next-day delivery represents about 9% of total shopping, while Generation X and Millennials use it more (33 and 28% respectively).
  • Buying online and picking up in-store also represents 9% of total shopping, while Millennials and Generation Z again use it more (24 and 13% respectively).
  • While some claim that traditional loyalty programs don’t matter, 57% of shoppers say online promotions are important.

The survey also highlighted different ways retailers can build strong engagement through services and process improvements to give shoppers the confidence they need. According to the survey:

  • Seventy percent of respondents feel confident when stores offer free, no-hassle returns.
  • When making purchase decisions, 66% of consumers rely on customer ratings, reviews and technical product data (55%).
  • Useful and relevant search & navigation results were important for 59% of respondents, which challenges retailers to bring interactive navigation into the store through consumers’ own devices and augmented reality signage.
  • Only 38% of respondents have used personalized convenience services. Specifically, 24% have purchased subscription retail or meal kit services, 15% have tried augmented or virtual reality applications for additional product information, 11% have used personalized assisted online shopping services, and 8% have bought personalized products or tailor-made clothes fitted online.

“Winning the customer can be daunting so retailers should leverage their advantages & double down on their strengths,” said Vijay Iyer, VP & General Manager, Americas Consumer Industries and Retail, DXC Technology. “If you are an Omni channel retailer, you need to tenaciously focus on in-store services that strengthen your engagement with customers. If you are an e-commerce retailer, you need to lead with the convenience factor and use AI to predict consumer behavior.”


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6 Dimensions Of Experiential Retail, And The 20 Retailers Doing It Best


Developing customer loyalty has always been top of mind for retailers and shopping center owners, but in today’s on-demand economy, it’s becoming even harder to secure. Possibly the best way that brands can still resonate with shoppers is through the in-store experience. That is of course a double-edged sword, as shoppers are now beginning to expect unique and better experiences from in-store shopping; compared to online which is more about speed and convenience. In a new report, JLL Retail unveiled their "Six Dimensions of Retail Experience," a universal set of benchmarks that define how well retailers are meeting shoppers’ expectations.

The So, what do shoppers want from an experience?

It must be intuitive. Consumers at their core are still practical in nature. A store can have all sorts of bells and whistles, but at the end of the day, shoppers need to be able to easily locate the right products. This was the most important of the Six Dimensions for shoppers – being able to find what they’re looking for…which seems, well, rather intuitive…right? In other words, retailers need to remember to not go overboard when it comes to experience and completely eschew the transactional element of the store.

There must be a strong human element. Being able to interact with friendly and knowledgeable staff was almost as important to shoppers…please try to contain your shock. The bottom line, if shoppers didn’t want to speak to anyone they could just buy online. Having staff to help them navigate their product choices (without being pushy) enhances the overall experience.

It should be meaningful. Shoppers have an intrinsic desire to associate with brands that are equivalent to their own. The industry has long discussed the idea of instant gratification when it comes to in-store shopping, but today’s socially-conscious consumer requires more than the euphoria of making a purchase – they want to feel like it made a difference as well. Using the store to highlight corporate social responsibility initiatives could pay dividends for retailers in terms of engaging shoppers.

The store should be immersive. Shoppers want something unique, aesthetically pleasing, inviting, and visually stimulating. Not to beat a dead horse, but if they wanted to methodically shuffle through a homogeneous collection of drab clothes jam-packed with every possible style, size, and color on a single rack – they could do so a lot easier online.

It needs to be accessible. Omni channel retail has been a buzzword for years now, and yet retail in general is falling short at giving consumers a unified, seamless shopping experience across all channels. Consumers also want retailers to encourage in-store mobile use for payments, faster checkouts and product way finding – which is an area stores need to bridge the gap in terms of what is provided and shoppers aspirations.

Shoppers want it personalized. This doesn’t mean getting their initials embroidered on their favorite handbag. Shoppers want deals that are tailored to their purchase habits for use on products they actually buy. Given how many options shoppers have at their fingertips, they feel they should be awarded with personalized perks and discounts that fit how they shop and what they like.

Who’s doing it the best?
Apple topped the list, with Victoria’s Secret, Ulta Beauty, Bath & Body Works, and IKEA rounding out the top five. Here’s the top 20 Best Retailers at delivering experience, based on JLL’s report:

  • Apple
  • Victoria’s Secret
  • Ulta Beauty
  • Bath & Body Works
  • IKE A
  • Best Buy
  • Gap
  • Bed Bath & Beyond
  • Academy Sports
  • Dicks Sporting Goods
  • Kohl’s
  • Albertsons
  • Macy’s
  • The Home Depot
  • Lowes
  • Target
  • Kroger
  • TJ Maxx
  • Wal-Mart
  • Ross

In the very near term, shoppers demand for experience will continue to rise and push retailers across almost all sectors – except discounters, where price will always win no matter what. Retailers should look to improve the customer experience across these six dimensions in order to win both mind and wallet-share from consumers.


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Making Retail POP, A Look at Pop-Up Shops


The benefits of a POP-UP show are numerous. From building deeper relationships with your customers to testing new markets, pop-up shops offer brands the opportunity to build an offline arm to their business — all without breaking the bank!

Part of the beauty of a pop-up shop is that it exists in an isolated timeframe where you have a limited downside. The pop-up shop allows you to achieve multiple goals in a temporary setting, using a relatively low-cost alternative to investing large sums of capital in order to sign multi- year leases and make other long-term commitments.

Our latest White Paper – Making Retail POP, A Look at Pop-Up Shops explores this retail format in terms of it’s cost-effectiveness, ability to support experimentation, use for seasonal need, defining goals, cultivating the experience and much more.




Making Retail POP, A Look at Pop-Up Shops

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S-CUBE introduces the S3 Queue Management System


S-CUBE introduces the S3 Queue Management System for checkout area organization. The S3 system is designed to effectively manage traffic flow while maximizing the visibility of seasonal and impulse products. Versatility is inherent in the design as configuration options support both straight as well as 90-degree angles to direct queue lines..

  • Durable, double-sided, aluminum, slatwall panels
  • 4’wide and 2’ wide panel options
  • 48” panel height enables product density while maintaining open sight-lines
  • Panels accept all standard slatwall hardware & accessories
  • 52” tall substantially-weighted posts support fully-merchandised panels
  • Swedge mounts in the top of both post and panel accommodate signage and/or bowls for impulse items
  • Mounting brackets accommodate panels on all 4 sides of the post with just a single bolt

For information on the S3 Queue Management System, please contact Eric Weinstein at 847-954-5239 or



S3 Queue Management System

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