If there’s one company that wants to go big on Black Friday, it’s Amazon. This week, it even launched its first ever UK pop-up as an informal countdown to the event. The retail space looks to engage consumers with the brand in a more direct way, and aims to make the shopping experience as easy as possible.
The 3,000-square foot space features more than 100 curated products within five themed rooms. This includes a kitchen and living area, a bedroom and beauty parlour, an immersive gaming and technology zone, a kids’ play and storytelling room and a creative workshop space.
Workshops are hosted by small business owners, as well as master classes and cocktail tastings, makeup tutorials by popular YouTubers and competitions to win prizes.
But perhaps most importantly, consumers are able to purchase the products by scanning a QR code, which will open up the product page on the Amazon app. A dedicated Prime Now delivery area is in the lobby of the venue, allowing shoppers to have their Black Friday deal purchases available on Prime Now delivered to the pop-up within two hours.
Other retailers might be wise to consider upping their game when it comes to their in-store experience.
UK customer experience performance hits all-time low
Some British marketers might boast about how their brand offers the best customer experience – but new research has caught them out. It suggests that despite UK brands ploughing billions of pounds into improving their relationship with consumers, they are failing to keep up with increasingly high expectations.
KPMG Nunwood’s annual Customer Experience Excellence study shows that rather than improving, the overall performance score for British brands has hit the lowest level in the eight-year history of the report, dropping from 7.33 in 2016 to 7.08 this year. In stark contrast, the score for US brands rose from 7.42 last year to 7.75 in 2017.
But there are brands that buck the trend. Shopping channel QVC has climbed 18 places to claim the top spot for the first time, knocking last year’s winner First Direct into third place. Lush, which topped the charts two years ago, came in fifth.