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Miller Zell Blog: Customer Experience

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You're Welcome (and Other Good Vibes from a Retail Tour)

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Latest Posts

Creative Services: The Secret to Scalable Design

Environmental design is art, but it’s art with a singular purpose: Optimizing your brand and customer experience to build loyalty.

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Three Key Concepts from Campus Facilities Summit

In 2019, Miller Zell met with athletic administrators from an elite Power Five program. When we described our half-century-plus of experience designing and executing innovative..

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Make Sure Your Environmental Design Delivers ROI

It’s common for environmental design conversations to start with structures and spaces. But when banking clients asked us to figure out how to set up branches in grocery stores,..

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Five Factors for Building Customer Trust

Cultivating loyalty post-COVID-19 The National Retail Foundation is predicting that retail sales are going to surge as more individuals get vaccinated and the economy reopens...

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Evolving Consumer Sentiments

Consumer sentiments changed during the COVID-19 pandemic, and they will change again as society begins a process of reopening. Retailers must stay on top of the evolution of these..

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The Future of Branded Environments?

The first-annual “Miller Zell Innovation Scholarship” asked college students pursuing a degree in business, fashion merchandising, retail, banking, architecture or another related..

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Winning with Customers at Curbside

I enjoyed an opportunity recently to conduct a webinar for the International Signage Association on the rise of BOPIS (buy online, pick up in store) during the pandemic. We..

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Reflecting on 2020 and What Lies Ahead

No question, 2020 has been an unprecedented, anxious year, for people and businesses. Yet as we at Miller Zell reflect on what 2020 entailed and what we can expect from 2021 and..

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What She Didn’t Say

I was honored to be interviewed on a podcast last month by Terry Badger from the financial services industry think tank, @BAI_Info (BAI Banking Strategies). Besides suddenly being..

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QSR Design Must Meet Evolving Customer Expectations

It’s 2022, and three different customers want to order lunch from their favorite quick-serve restaurant. All three decide to use the QSR’s app. Customer one is in a hurry. He also..

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Renewing Focus on Long-Term Planning

The COVID-19 pandemic forced many retailers to accelerate the adoption of their future plans, particularly digital innovations that reduced person-to-person contact. Kicking the..

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Five Initiatives Retailers Should Focus on Right Now

The COVID-19 pandemic forced changes in how we manage public spaces. First, there was an urgent reaction based almost entirely on safety and uncertainty. Then there was a..

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Evolving Trip Missions During Pandemic

The COVID-19 pandemic hammered two cornerstones of retail success: traffic and dwell time. Since March, stores have been forced to reduce capacity in order to support social..

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Evolving Public Spaces in a Post-COVID-19 World

It’s easy to say that the only certainty right now is uncertainty, as the societal reopening amid the COVID-19 pandemic so far has not gone well. We still don’t know the potential..

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COVID-19 Accelerates Need for Innovation

Before the COVID-19 pandemic disrupted people’s lives and the international economy, every retailer knew it needed to consistently innovate in order to stay ahead of its..

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Back-to-School, Holiday Shopping During COVID-19

Our nation and world are reopening in phases and with caution, so retailers are adopting new standards while also aspiring to create the best possible customer experience.

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Creating Safe, Optimized Spaces for Customers and Associates

The Covid-19 pandemic shutdown provoked anxiety, frustration and uncertainty. The reopening, at least initially, won’t be much different, though it includes a clear element of..

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Emotional Intelligence and Store Design

The tired dad pulls up to the drive-through window to pick up his family’s dinner, his two young children screaming in the back seat. The associate hands the man his food. Then..

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COVID-19: Values Over Transactions

Edelman’s 2020 “Trust Barometer” noted that 73 percent of its respondents believe “A company can take specific actions that both increase profits and improve the economic and..

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Retailers Join Fight Against COVID-19

Retailers are on the front lines of the both the battle against and ramifications from the COVID-19 pandemic.

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Euroshop 2020: A Retail Tour

A crew from Miller Zell attended Euroshop 2020 in Dusseldorf and came away inspired by the potential for innovation in brick and mortar retail. Not only did the February event..

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Ready to Adopt the Latest Tech?

There were 4,500 exhibitors and 20,000 tech products at CES in January. Many were captivating. Some could become transformative in the industry. Digital innovation is..

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What's Top-of-Mind for Retailers in 2020?

While every retailer enters 2020 with a specific set of priorities and challenges, Miller Zell has been hearing six on a regular basis.

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How Do Retailers Meet the Expectations of Multiple Generations?

Millennials are now the largest adult generation in the United States, but Baby Boomers possess more than half of household wealth. Yet Generation Z is entering adulthood and it..

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Flash Over Substance Fails in Retail

Guest post written by our friend and retail consultant, Flora Delaney.  It was March 2015, and my client needed help. The home improvement and major appliance retail chain was..

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Engagement: Employees and Shoppers

Miller Zell focuses on customer experience, trust and values when it comes to the work we do with our clients. These inspire customer engagement, and engaged shoppers are loyal to..

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Shoppers Want Retailers to Match Their Values

Sustainability. Philanthropy. Community service.

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Worried About an Economic Downturn?

Is the longest, consumer-led economic expansion in U.S. history running out of steam?

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Back-to-School Shopping is a Two-Headed Beast

While we would never compare the gift-seeking festiveness of the holiday season in December to the back-to-school shopping frenzy of late July through September, retailers should..

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Miller Zell Design Saves Time and Money

Fram oil filters created a classic TV commercial in the 1970s that concluded with a catchphrase: “Pay me now… or pay me later.” Either properly maintain your car with our oil..

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Create a Unique Customer Experience to Drive 2019 Success

The retail industry spent the last decade investing in and expanding “how” a customer can shop. Many were successful with what became termed “omnichannel” retail, blending on- and..

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How to Meet Customers’ Elevated Expectations During the Holidays

First, experts are projecting increased retail spending this holiday season. Second, demanding customers want seamless, personalized experiences that engage them during their..

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3 Ways to Keep the Personal Touch in Brick-and-Mortar Retail

The good news is the so-called “Retail Apocalypse!” narrative is turning out to be another ghost story. It’s a dramatic, scary idea but ultimately exaggerated and unrealistic.

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Retailers Enhance Shopper Journey Through Storytelling

A J.P. Morgan analyst told CNBC that we could have the "best back-to-back [seasons] that the consumer has seen in five-plus years.” Shoppers could spend more than $1.1 trillion,..

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Boomers or Bust

Facing greater competitive pressure, retailers are transforming the Store of the Future into a modern reality. Tactics such as a more futuristic store design, virtual and..

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