peterme on retail customer experiences
by peterme
At SXSW, David Thomas interviewed me on the subject of what retailers could learn from taking an experiential point of view. Watch the video, or listen to the podcast.
This entry was posted
on Thursday, March 22nd, 2007 at 11:50 am and is filed under Adaptive Path, Experience design, Service Design, retail.
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March 22nd, 2007 at 3:30 pm
It’s funny that the interview is titled, “The Product Is the Experience” on the Dealerscope site. I thought the point Peter was making was exactly the opposite…
March 23rd, 2007 at 1:49 am
[…] designers we’re always preaching that retail should be an experience, Peter Merholz from from Adaptive Path takes this further, telling us the product should be the experience. I’d go along with that […]
March 24th, 2007 at 12:54 am
The companies that peter puts down actually has invested in and has improved their customer experiences over the years. Sure, there’s a lot of room for improvement but to say these companies see their stores as just distribution channels is too generalizing.
1) address Walmart welcoming RV’ers to their parking lots(I think this can be compared to an offline meetup.com) 2) look at bestbuy’s customer centricity initiatives…particularly understanding their customer ( through some advanced observational technoques) then adapting their stores to address the needs of these customers….maybe you’re waiting at the genius bar too much to see this happening but these companies have seen the need and are trying to improve their customer experience.