Gabriele Farei's Notebook

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L/retail as experiences and services

Definition: Retail organisations that focussed on creating a delightful experience to their customers or have built up on their sales presence with value add services.

Example: Apple, Burberry

as opposed to L/retail as logistics

Referenced in

blog/The Village Effect

The opposing force of Z/contactless convenience, are human interactions or experiences. The pandemic showed vividly the distinction between L/retail as logistics and L/retail as experiences and services. While Z/contactless convenience is a race to scale & lower margins, experiences are doubling down on the human interactions and premium (often physical) experiences.