The Evolution of In-Store Customer Experience 1800-2050, Back to the Future
THE EVOLUTION OF IN-STORE CUSTOMER EXPERIENCE 1800-2050, BACK TO THE FUTURE SHOP WINDOWS • First seen in Department Stores 1800-1899 thanks to broader access to electricity and the industrialisation of glass manufacturing PAYMENT • Price tags, introduced in the STORE FORMAT 18th century, are now commonly • Rise of department stores: Bennett's used. Introduction of fixed pricing of Irongate (Derby, Ang -1734), Tapis by the retail chain Woolworth. Rouge (Paris, Fr - 1784), Trois Quartiers (USA - 1879) (Paris, Fr - 1829), Austin's (Ireland of • Direct cash payment replaces the North - 1832) retailers taking on credit in stores • First public shopping centres SERVICES “Galeries de Bois” (Paris, FR - 1786), • Department Stores introduce changing Burlington Arcade (London, Ang - rooms, open access, sales by catalogue 1879) and free returns INFLUENTIAL PERSONALITY • Aristide Boucicaut, creator of the Bon Marché (Paris, Fr. - 1852) STORE FORMAT • Retailers focus on adding pleasure to 1900-1919 the shopping experience Selfridge's INFLUENTIAL PERSONALITY (London, Eng - 1909) • Clarence Sounders and his • Grocers focus on managing flows. 1st Piggly Wiggly store with the self-service store Piggly-Wiggly (Memphis, installation of shelves and USA - 1916) gondolas and the invention of self-service ATMOSPHERE • Restauration starts to be featured inside stores • Rise of in-store hair salons, giving SERVICES hairstyle, makeup and posture • Paper bags start to be used to lessons encourage customers to carry • Department stores start to become their shopping rather than being entertainment centres with music delivered rooms, art exhibition, special SHOP WINDOWS decorations and book readings • Rise of the realistic wax models (1910) • Neon signs appear (1910) ADVENT OF ADVERTISING • The Department store Mitsukoshi innovates by advertising on Mount Fuji (Japan - 1908) SERVICES 1920-1939 • Invention of the supermarket shopping cart by Sylvan N.
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