Retail industry has evolved from department stores that offered a wide variety of products to specialized niche retailers. Today, customers prefer experts in specific product categories rather than generalists. Department stores, once thriving when there was ample demand, are now struggling due to the shift in consumer behavior towards seeking specialized expertise and not considering them as top-of-mind options.
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
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