customer service
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Personal shoppers
Christopher Lord on how bespoke service is helping America’s family-owned department stores to thrive.
Cable network
Ferrying thousands to the summit of Sugarloaf might seem like a tall order in itself. But Rio’s cable-car team will move mountains for their visitors.
The opener
Japanese discount chain Don Don Donki expands across Hong Kong, filling prime retail spaces with maximalist chaos that locals embrace despite—or perhaps because of—the city's economic downturn.
We’re sold
With the right ingredients, physical shops can not only survive but thrive. These retailers show what you can do with imagination, quality and a genuine desire to look after your customers.
Back to basics
Tyler Brûlé has a simple word of advice for retail consultants – and that word is ‘Linda’.
Looking sharp
With its diverse produce and deep commitment to staff and the community, leading family-run supermarket chain Cactus could teach retailers around the world a thing or two.
Best in class: Paris
The six-shop retail space selling high-end perfume alongside Japanese flowers and superlative coffee, all backed up by personal touches and stellar service.
Welcome departure
Swiss International Airlines has established where the best journeys begin: offline.
What’s in store?
Hopefully better graphics and windows in our department stores. To help, here are a few design cues for shaping smart packaging, signage and service to keep shoppers coming back time after time.
