Exploring the evolution of Harley Davidson stores towards creating an engaging and social hub environment, moving away from a traditional sales-driven model. Emphasis on observing customer behavior, redesigning parts department as a bar, and appointing 'parts tenders' to enhance social interactions.
Younger generations want more experiences and less stuff. That’s a problem for retailers.
Deidre Woollard caught up with Kevin Ervin Kelley, architect, experience designer, and the author of “Irreplaceable: How to Create Extraordinary Places that Bring People Together.” They discuss:
- The evolution of grocery stores, and how regional players can compete.
- Why direct-to-consumer brands have a scaling problem.
- How Harley Davidson stores became a social destination.
Company discussed: HOG
Host: Deidre Woollard
Guest: Kevin Ervin Kelley
Producer: Ricky Mulvey
Engineers: Rick Engdahl, Desireé Jones
Learn more about your ad choices. Visit megaphone.fm/adchoices