WHY EXPERIENTIAL IS THE FUTURE OF RETAIL

Why experiential is the Future of Retail
Illustrated with 20 killer best practices
© Lululemon

“I certainly don’t think we’re in the midst of a retail
apocalypse and I do not believe that Amazon is killing
retailers.
I believe retailers' bad service is killing retailers.”
Laura Alber, Williams-Sonoma's CEO at Recode's Code
Commerce event, 2017
2

3
Consumers don’t care about channels. They care about a unique &
personalized experience
© B8ta

When imagining their ultimate in-store experience, consumers
look at four major criteria
Source: i-Moderate. 2017
Convenience
Convenience 86%
Ease of finding products 86%
Customer
service
Customer service 81%
Product
selection
Variety of products 88%
Quality of products 74%
Uniqueness of products 51%
4
Store
environment
Store atmosphere 65%
Values & morals 64%
Store clientele 51%

Source: HRC Retail Advisory, 2018
Successful services offer convenience, time-saving and
human advice (Price scan, Click &Collect, Personal shopper
…)
While other technology services are still considered
“goodies”
And above all, people want to be left alone unless
they ask for help
5
Pairing the right service with the right in-store customer experience is
key for retailers

In-store experience will be US retailers’ 2nd largest area of marketing
spend, with 55% of retailers investing in it by 2020
0%
20%
40%
60%
80%
Data tracking,
Collection and
Management
In-store
experiences
Delivery
systems
Loyalty
program &
customer
relationship
Flexible
purchase &
returns
Top 5 areas retail executives are investing in for 2020
%ofretailers
Source: PSFK “Future of Retail 2018”
6

If there was a recipe for creating a successful experiential retail concept,
what would the ingredients be?
7© iVentures Consulting 2018
PRODUCT OFFERING & SERVICES PEOPLE & EMOTION
OFFERING OR CURATION STAFF
ADDED-VALUE SERVICES COMMUNITY
TECHNOLOGY WOW EFFECT

Provide a differentiating and inspirational product offering or
curation
8© Violet Grey

Offer added-value services to drive traffic in store and engage
customers
9© Selfridges

Leverage technology to elevate the in-store experience
10© Farfetch

© Farfetch
Have welcoming store associates, trained experts, helpful when
customers need help
11© Apple

Make shopping a social experience by bringing people together in
store and engaging them
12© American Girl

Offer great physical environment + overall customer experience
= WOW effect
13

“Media is becoming the store. As a result, stores must
become media… stores are the most powerful,
measurable, manageable form of media that a brand has
at disposal.
Stores can’t be just about distributing products. They need
to be about distributing experiences — less stores, more
stories”
Doug Stephens, Founder & President, Retail Prophet at
#BoFVOICES, 2017
14

15
20 killer experiential retail best practices
© Story

20 killer experiential retail best practices
16
Flagships or concept
stores
Pop-up concepts &
stores

© iVentures Consulting 2018

Facts: Technology and Community are the least implemented.
They are differentiators that enhance the customer experience
Offering /
Curation
Services Technology Staff Community Wow effect
Amazon Book ✔ ✔ ✔ ✔ ✖ ✔
American Girl ✔ ✔ ✔ ✔ ✔ ✔
B8ta ✔ ✔ ✔ ✔ ✔ ✔
Birchbox ✔ ✔ ✔ ✔ ✔ ✔
Lip Lab by Bite ✔ ✔ ✔ ✔ ✔ ✔
Buly ✔ ✔ ✖ ✔ ✖ ✔
Dyson ✔ ✔ ✔ ✔ ✖ ✔
Ekoplaza Lab ✔ ✔ ✖ ✔ ✔ ✔
Gucci ✔ ✔ ✔ ✔ ✖ ✔
House of Vans ✔ ✔ ✖ ✔ ✔ ✔
Lululemon ✔ ✔ ✔ ✔ ✔ ✔
Rent the Runway ✔ ✔ ✔ ✔ ✔ ✔
Sephora Studio ✔ ✔ ✔ ✔ ✖ ✔
The Apartment by The Line ✔ ✔ ✖ ✔ ✖ ✔
The RealReal ✔ ✔ ✔ ✔ ✔ ✔
Casper ✔ ✔ ✖ ✔ ✖ ✔
Diptyque ✔ ✔ ✔ ✔ ✔ ✔
L’Occi Truck ✔ ✔ ✔ ✔ ✖ ✔
The Chronicles of LA ✔ ✔ ✖ ✔ ✔ ✔
XBox ✔ ✔ ✔ ✔ ✔ ✔
© iVentures Consulting 2018 17
Flagships&ConceptstoresPop-ups

20 Experiential retail best practices
18
Flagships & concept stores
18

19
Concept: a new generation of bookstores launched
by online retailer Amazon, where customers can
discover the next great read, and learn about or
explore Amazon devices such as Echo, Kindle, Fire
TV etc.
Location: 15 city stores in the U.S.

24
Store’s strengths
OFFERING OR CURATION
•  Large selection of books rated 4
and above with Goodreads
customer reviews, organized by
genre
•  Demo zone to test Amazon’s
connected devices
ADDED-VALUE SERVICES
•  Amazon Café
•  Kids' area for children to explore
books
STAFF
•  Welcoming
•  Leaves customers alone
•  Helpful if needed
TECHNOLOGY
•  Book scan through Amazon’s app
and in-store book scanner to get
prices and information
WOW EFFECT
•  Overall concept & experience

25
Concept: opened in November 2017, the 40,000
sq.ft. brand flagship offers a unique & playful
experience: a girl-centric community where
creativity, purpose, and play come together to make
every day a celebration.
Location: flagship in NYC and 19 city stores in the
U.S.

31
Store’s strengths
•  Large selection of dolls and accessories,
best-selling fiction and advice books
•  American Girl Café with restaurants
•  American Girl Salon for girls and dolls
(manicure, hair styling, ear-piercing, spa
etc..)
•  Doll customization
•  Personal shopping
•  Doll hospital
•  Click & Collect
•  Return & exchange
•  Online reservation of party options at
the café, beauty services and events
STAFF
•  Welcoming
•  Leave customers alone
WOW EFFECT
•  Architecture & design
TECHNOLOGY
•  “Create Your Own Design” Studio
interactive experience (over 1M
combination) to customize dolls and
outfits with printing the same day
COMMUNITY
•  Content hub showcasing the
company's award-winning movies
and video
•  Party packages for birthday in the
Café
•  Regular events (tea party, yoga
etc.)

32
Concept: a new generation of tech gadget stores,
designed like a showroom/gallery, where customers
can touch, test drive & purchase the latest tech
products.
Highly-trained store associates are very familiar
with brands and manufacturers, and are able to
engage with customers at a higher level.
Location: 10 city stores in the U.S.

36
Store’s strengths
•  Mixed curation of 100 high-tech
products from leading tech brands as
well as startups
•  Product return
STAFF
•  Welcoming
•  Highly-trained expert store
associate
WOW EFFECT
•  Architecture & Design
•  Overall concept experience
TECHNOLOGY
•  A tablet available for each presented
product displaying product
information (description, photos/
videos, price, options…)
•  Stores equipped with special sensors
that allow retailers to track consumers
in the store and which products they
look at and buy
COMMUNITY
•  Regular events (community meet &
greet, product launch etc.)

37
Concept: Beauty box leader’s flagship store in Soho,
NYC where women shop for beauty and grooming
products, build personalized boxes and take
advantage of beauty services.
Location: 3 city stores (NYC, Paris and London)

43
Store’s strengths
•  Curation of beauty and grooming
products that changes frequently in
order to encourage customers to come
back often
•  Shopping by product category
•  Try bar to test the latest trends.
Testers filled every month by
Birchbox’s editors
•  BYOB (Build Your Own Birchbox)
•  Beauty services: hair, makeup, and
nail services
•  Online reservation of beauty services,
beauty parties and events in store
STAFF
•  Welcoming
WOW EFFECT
TECHNOLOGY
•  Video screens featuring tutorials
•  iPads featuring recommended
products and product reviews
COMMUNITY
•  Beauty party packages in-store
•  Regular events (brand launch etc.)
•  Checkout area decorated with
followers’ Instagram posts

44
Concept: Bite launched Lip Lab, stores where
customers can experience the art of making their
very own personalized lipstick from more than 200
pigments, three finishes, and three scents.
Location: 3 city stores (San Francisco, NYC,
Toronto).

Store’s strengths
•  Creamy, high-pigment, moisture-
rich lip products made with food-
grade, antioxidant ingredients
•  Each lipstick is handmade to
order, crafted with curated
ingredients
COMMUNITY
•  Private events for groups
(Bachelorette, birthday etc.)
•  Custom lipstick service (shade, finish
and scent selection) with a Lip Lab
artist
•  Bespoke lipstick service to create the
exact lipstick with a Lip Lab artist
•  Online reservation to book an
appointment or a private event in-
store
TECHNOLOGY
•  Video screens featuring brand’s
products and personalization process
STAFF
•  Welcoming
•  Experts: Lip Lab artists
WOW EFFECT

52
Concept: Buly 1803 is the historic apothecary
revamped 4 years ago as a luxury cosmetics
company. The brand’s second Parisian store is a
2,000 sq.ft. space in the Marais district, designed like
an apothecary inspired by 19th-century beauty
secrets and ancient recipes, based on natural
ingredients. The apothecary offers a memorable
experience in which the consumer can discover, test
and buy products.
Location: 8 city stores (Paris, London, NYC, Hong
Kong, Taipei, Seoul, Tokyo).

59
Store’s strengths
•  Large offering of cosmetics products in
traditional glass or aluminum
packaging (skin care, hair care, oral
care, body care, powders, accessories
…) bringing together the latest
advances of contemporary cosmetics
and ancient recipes
•  Try counter to test products
•  Gift personalization: calligraphy on
notes and marble-printed paper
packaging, toothbrush and comb
monogramming
•  Café Tortoni: a revival of the famed
Belle Époque coffeehouse offering
house-blended hot chocolate,
Madeleine cookies, homemade ice
cream etc.
STAFF
•  Welcoming
WOW EFFECT

60
Concept: opened in December 2017 in NYC, the
brand’s new appliance demo flagship demonstrates
Dyson’s product performances by allowing
customers to experience each new appliance.
Location: 8 demo stores (NYC, SF, Tysons Corner,
Paris, Moscow, Jakarta, London, Toronto).

66
Store’s strengths
•  6 product universes: Vacuum cleaners,
Hair care, Air treatment, Fans & heaters,
Lighting and Hand dryers
•  For each family or products presented:
a mockup of the products and its
components, product versions
•  Spaces to test all products.
•  In-store professional stylist for a
personalized consultation and styling
session to experience the Dyson
Supersonic hair dryer
•  In-store return
•  Online reservation to book an
appointment in-store with a
professional stylist to experience the
Dyson Supersonic hair dryer

STAFF
•  Welcoming
WOW EFFECT
TECHNOLOGY
•  Video screens featuring latest
innovations

67
Concept: opened in February this year, Ekoplaza
Lab is a 646 sq.ft. “shop in the shop” inside the
Dutch eco supermarket chain Ekoplaza, in Central
Amsterdam.
It offers the first plastic-free aisle of 700 organic
products, with plans for a national rollout.
Location: Amsterdam.

Store’s strengths
•  700 plastic-free organic products
including meat, rice, sauces, dairy,
chocolate, cereals, yogurt, snacks,
fresh fruit and vegetables.
•  All products are packaged in paper,
cardboard, and other alternatives with
ecological certification
STAFF
•  Welcoming
•  No waste/plastic free
COMMUNITY
•  Through this initiative, a
community of responsible and
environmentally-involved clients
is created
WOW EFFECT

73
Concept: for its Spring/Summer #guccihallucination
campaign, Gucci transforms its international stores
into interactive art galleries featuring the Spanish
artist Ignasi Monreal, by bringing online and offline
together.
Customers are able to take pieces of the artwork home
with them in a variety of ways, through Gucci’s mobile
microsite and various spring/summer initiatives.
Location: 52 designated stores around the world.

Store’s strengths
•  Gucci’s Spring / Summer collection
showcased physically and digitally, like
artwork displayed in an art gallery
STAFF
•  Welcoming
WOW EFFECT
•  Scenography
TECHNOLOGY
•  Animated digital illustrations displayed
on screens in each store window
•  Stickers on the store windows that allow
customers to download or use the Gucci
app to scan these artworks
•  Activating artwork can be printed as
vintage tickets
•  VR headsets available in store for
the immersive art experience
•  Gucci app can bring illustrations to
life through AR
•  Immersive VR experience into 360
degree panoramas with Monreal’s
campaign illustrations
•  Artwork can be printed or downloaded

79
Concept: first launched in 2014 in London in a
27,000 sq.ft. space, House of Vans is a cultural hub
that merges fashion, sport, art, music and street
culture.
Designed as a creative space, local communities
can experience and engage with Vans through
concrete bowls, art installations, workshops, bars
and concert stages.
Location: 3 spaces (Brooklyn, Chicago and
London) and pop-ups around the world.

Store’s strengths
•  Brand’s sneakers and
collaborations
COMMUNITY
•  Community spaces for people to
socialize (skatepark, concert,
workshop, etc…)
•  Events (music showcases, live
murals, talks, workshops etc.)
•  Gallery with artist labs to create
and display art exhibitions
•  Cinema and screening room
•  850 capacity concert venue with
live performances
•  Skatepark
•  Café and kitchen
•  Bars
•  Workshops (DIY for shoe
customization, etc…)
•  Online RSVP and booking for
events
STAFF
•  Welcoming
WOW EFFECT
•  Architecture & design

88
Concept: opened in July 2017 midtown in NYC,
Lululemon’s flagship is a 8,000 sq.ft. space
designed to immerse customers in its community
and universe by offering a unique experience that
goes beyond the purchase. The store includes a
meditation space where customers can chill for a
mind-body reboot.
Location: 1 flagship in NYC, 411 stores worldwide.

Store’s strengths
•  Good and wide selection of
technical athletic clothes for
yoga, running, working out, etc.
•  Reassuring information available
for each product (Concept, Why
the brand made this product etc.)
COMMUNITY
•  Meditation studio as a place to
chill for mind-body reboot
•  Meditation studio with "zen
pods" and a list of self-guided
meditation programs
TECHNOLOGY
•  Zen pods
STAFF
•  Welcoming
WOW EFFECT

95
Concept: opened in December 2016, the 5,000
sq.ft. flagship of the fashion rental company Rent
the Runway was designed like a dream closet,
where customers can easily pick up, exchange and
return outfits, get advice about fitting and styling
etc.
Location: 1 flagship in NYC and 4 other stores in
the U.S. ( Chicago, Washington DC, SF, Topanga).

Store’s strengths
•  Rotating selection of designer styles from
everyday outfits to black tie, personalized
for each store based on store’s customer
data analysis
COMMUNITY
•  Regular events in-store
(Sample sale etc.)
•  Private events
•  Pick up, drop off & exchange of online
orders (related to membership)
•  Same day rental offered in store
•  Styling services
•  Online reservation to book a styling
appointment, RSVP for an event, book a
last minute appointment or a membership
consultation
TECHNOLOGY
•  Interactive kiosk to self-scan items for order pick
up, drop off and exchange
•  6 tablets available to browse inventory and order/
reserve an item, book a styling appointment etc.
•  Interactive mirror with empowering messages
•  Store’s customer data analysis
STAFF
•  Welcoming
WOW EFFECT

103
Concept: launched in July 2017 in Boston’s
Newbury Street, Sephora Studio is Sephora’s new
high-tech mini-store concept of 2,000 sq.ft. that
merges the best of an inclusive neighborhood
retail environment with best-in-class digital tools
that enable expert beauty advisors to customize
recommendations on an individual basis.
Location: Boston

Store’s strengths
•  Curated selection of brands
across prestige cosmetics,
skincare, hair care and fragrance
•  Online order in store for products not
available in store
•  Same day pick up
•  Beauty services: custom makeovers ,
mini-facials and mini-makeovers
•  Studio concierge services
•  Online reservation of in-store beauty
services
TECHNOLOGY
•  Digital welcome and service menu
screens for easy navigation and self-
help
•  Each beauty advisor is equipped with
a mobile device for customer service
purposes (appointment check-in,
Beauty Insider status, ratings and
reviews, direct register-free payment)
•  Digital tools & services like makeup
station with AR, Digital Makeover
Guide, Moisture Meter, Skincare IQ,
Color IQ, etc…
STAFF
•  Welcoming
•  Expert artists/studio consultants
and staff with highest levels of
certification
WOW EFFECT

109
Concept: opened in 2015, The Apartment by The
Line is retailer The Line’s offline concept store in
LA and NYC, designed as a home, in which The
Line’s refined, versatile, and honest goods,
spanning fashion, home, beauty, and art, come
together in distinct rooms.
Location: 2 stores (NYC, LA).

115
Store’s strengths
•  Inspirational curation of fashion, home,
beauty, and art products showcased in
an apartment-like space where
everything is shoppable
•  Wardrobe stylist assistance
•  Personal selection of items
•  Expert assistance for gifts
•  Wedding or other gifts registry
•  Personal space design/redesign/ furnish
•  Special home pieces and customization
options for interior designers
•  Online reservation of in-store personal
services (styling, interior design, etc.)
STAFF
•  Welcoming
•  Experts (styling, interior design)
WOW EFFECT
•  Interior design

116
Concept: opened in November 2017, The Realreal
Soho 6,000 sq.ft. flagship is the first permanent
retail and consignment space in New York, where
customers can shop, consign and meet with
experts to learn more about luxury authenticity
and sustainability.
Location: 1 flagship in NYC and 7 luxury
consignment offices in the U.S. (NYC, LA, SF,
Washington, Chicago, Dallas, Miami).

122
Store’s strengths
•  Rotating product mix of men’s and
women’s fashion, fine jewelry, watches,
home furnishings, décor and art.
•  Free valuation with a fashion pricing
specialist, gemologist or horologist
•  Consignment drop off
•  Regular expert workshop events on
luxury authenticity, sustainability,
brands, etc.
•  Personal shopping
•  Luxury care & repair services
•  Refreshments at CaféCafé with wifi and
patio
•  Library
•  In-store flower shop
•  Online appointment booking for free
evaluation, consignment drop off and
personal styling
STAFF
•  Welcoming
•  Experts (gemologists, horologists,
authentication specialists, etc.)
WOW EFFECT
TECHNOLOGY
•  Tablets to browse consigned
products on The Realreal’s site

COMMUNITY
•  Regular workshop events in-
store

20 Experiential retail best practices
Pop-up stores & events
123

124
Concept: launched initially in fall 2015, Casper’s
Nap Tour is the online mattress brand’s pop-up
bus called Napmobile, equipped with four napping
pods, that stops in cities across the US and
Canada, offering consumers a chance to nap in
order to test out Casper’s mattress.
Location: Busy urban zones across the US and
Canada.

129
Pop-up’s strengths
•  Focus on brand’s unique signature
mattresses, sheets and pillows
ADDED-VALUE SERVICE
•  Nap & test out Casper products in a
soothing bedroom environment, with
warm, ambient lighting, privacy
blinds, and the ability to control the
space’s temperature
•  Pods equipped with bedside phones
so nappers can listen to a classic
bedtime story
•  Online registration of nap time slot in
15-minute increments
STAFF
•  Welcoming
•  Brand’s ambassadors that are
actual Casper employees
WOW EFFECT

130
Concept: a 3-month long 1,100 sq.ft. immersive
fragrance-dedicated pop-up exhibition in Soho,
starting mid-March 2018, to celebrate Diptyque's
50 years as a perfumer and to launch 2 new
fragrances.
The pop-up offers unique and interactive sensory
experiences honoring the brand’s iconic designs
and fragrances, as well as new events, workshops,
installations and new limited-edition merchandise
each week.
Location: Soho, NYC

136
•  Entire collection of eau de parfum and eau
de toilette as well as their iconic designs
•  Two new fragrances
•  Interactive aromatherapy bar with “Click
& Sniff” technology, to discover and learn
about more than 30 raw fragrance
materials
•  Ability for customers and fans to design
their own olfactive landscape and create
their own scent memory. Winner will get
their custom fragrance created by
Diptyque’s creative team
•  Weekend activations: events, workshops,
and limited edition Merchandise (from
customized bottle painters, to poets, and
flower bars)
•  Olfactory landscape progressively painted
by the commissioned artist Halsey Shait
over the course of the pop-up
STAFF
•  Welcoming
WOW EFFECT
TECHNOLOGY
•  USB-charged device that emits
scent via scent crystals for the
interactive aromatherapy bar
•  Interactive stations with video
installations
•  Post cards that visitors can send
anywhere in the country. Each
recipient can get a gift in all
Diptyque stores
•  Online booking of olfactive tour
via Eventbrite
COMMUNITY
•  Events & workshops

137
Concept: inspired by both the vintage French
Citroën H Van used by French farmers and by the
worldwide success of food trucks, L’Occitane
launched L'Occi Truck, its first-ever traveling shop
experience, in April. This retail-store-on-wheels,
presents a new direct-to-consumer shopping
model, spreading the spirit and beauty of Provence
across North America.
Location: Washington D.C. during the Blossom
Festival, NYC during Beautycon, The Grove in Los
Angeles …

141
•  Internal shelving display filled with a
curated-assortment of best selling
skincare, hand care and body care
products
•  Interactive station allowing passersby to
test & play with product
•  Exclusive product ritual demonstration
from a beauty expert associate with hero
product ranges and an assortment
tailored to each regional area.
•  Café-inspired seating
•  Photo booth with props at the front of
the truck, for social media engagement
STAFF
•  Welcoming
•  Trained beauty expert associates
WOW EFFECT
TECHNOLOGY
•  Test & play Interactive station
•  Exterior screen that displays
video content showcasing the
spirited Provençal lifestyle and
brand history

142
Concept: Twice a year, The Chronicles of LA
transform a space into an experiential pop-up store
and art exhibition, bringing together emerging
designers (fashion, jewelry, arts, interiors…),
musicians, dancers and performers.
The first Chronicle took place in December 2017, in a
secret vintage hotel in downtown Los Angeles, and
focused on Sex, inspired by the "punkism" of fashion
designer Vivienne Westwood. The next chapter is
planned for July 2018.
Location: Los Angeles

149
•  Curation of emerging designers
(fashion, jewelry, arts, interiors…),
artistically showcased on the same
theme in an interesting venue
•  Exclusive items made for the popup by
every designer
•  Bar & Restaurant
•  Live performances (Music, dance,
etc…)
•  Photo booth for social media
engagement
STAFF
•  Welcoming
WOW EFFECT
COMMUNITY
•  A space designed to hang out
with friends & family
•  Regular events

150
Concept: last November 2017, for the release of its
Xbox One X, Microsoft Xbox opened a 3-day pop-up
hotel, “Stay N' Play”, a sleepover venue that
allowed gamers to play all night long and fit in a
nap here and there.
Location: Pirrama Park, Sydney, Australia

154
•  Focus on the Xbox One X with
enhanced Games, 4K HDR televisions,
and Dolby Atmos enabled headsets,
Xbox Onesies …
•  Private gaming theme suites available
for online reservation, on a first come,
first serve basis. 2-hour slots, day and
night for 3 days
•  Selection of Xbox One X Enhanced
Games, available from the Gold
Standard concierge
•  Lobby access for everyone
STAFF
•  Welcoming
WOW EFFECT
TECHNOLOGY
•  All Xbox One X equipment
COMMUNITY
•  Community space for gamers

Have any questions?
Looking for advice,
speakers, or just a good
cup of coffee? Don’t
hesitate to contact us…
France
Christophe Biget
Managing Partner
@cbiget
+33 1 77 19 38 25
7/11 rue de l’Yvette
75016 Paris
U.S.
Aurelia Ammour
Managing Partner
@aammour
+1 (415) 315-9654
1714 Lombard Street
San Francisco CA 94123
contact@iventures-consulting.com
www.iventures-consulting.com
www.facebook.com/IventuresConsulting
@iVenturesC
Peugeot HQ lobby, 1966© iVentures Consulting 2018

About iVentures Consulting
iVentures Consulting is a Management Consulting boutique dedicated to company transformation founded in 2005 by
Aurélia Ammour and Christophe Biget and based in Paris, San Francisco and Los Angeles.
iVentures Consulting works with groups and brands mainly in Fashion, Luxury, Beauty and Retail
•  Transformation: business planning &
roadmap
•  In-store and E-commerce customer
journey
•  Agile organization
•  Disruptive innovations
•  Partnership with startups
•  New ventures creation
•  M&A
S T R A T E G Y
C O N S U L T I N G
B U S I N E S S I N T E L L I G E N C E
•  Board & management committee
wakeup call: latest trends and best
practices
•  “Piscine 42”: top management program
focused on agility (in partnership with
42 school)
•  Reverse mentoring
•  Other bespoke programs (training,
digital day, tribune, digital academy
learning expedition…)
C U L T U R A L
T R A N S F O R M A T I O N
•  Market watch & trends
•  eShopper Index: Ranking & Analysis of
E-Commerce leaders based on
customer experience
•  Deep dive analysis : E-Commerce
performance audit & optimization.
M A I N C L I E N T S
Fashion & Luxury: Baccarat, Boucheron, Carolina Herrera , Céline, Esprit, Givenchy, Icosae, IKKS, IFM, Lacoste, Loewe, LVMH Group, Kering,
Moet Hennessy, Paco Rabanne, Vilebrequin.
Beauty: Clarins, Diptyque, L’Oréal Paris, Lancôme, L’Oréal Luxe, LVMH Perfumes & Cosmetics, PUIG, Rituel de Fille, Yves Rocher
Retail: Carrefour, Darty, Feelunique.com, Fnac, Just One Eye, Monoprix, Nocibe, Paris Aéroport, Sephora, Stokhomani.
Others: Air France, BNP Paribas, Bouygues, Ducati, Essilor, Le Monde, Roche, Saint Gobain, SNCF, Société Générale, Total.

Press coverage

Fashion & Beauty Tech: 20 startups
that are reinventing customer
experience (2016)
Chief Digital Officer: Ninja of the
(digital) transformation (2016)
E-Commerce Growth: 25 tactics to
grow your E-Commerce (2015)
eShopper Index 2015 - the only index
that analyzes & ranks E-Commerce
performances of leading players all
along the customer journey.
Retail, Fashion & Beauty: How
companies drive innovation (2017)
Previous publications

WHY EXPERIENTIAL IS THE FUTURE OF RETAIL

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