Retail Store Image - Market Manage · PDF fileRetail Store Image • Mental picture that a...
Transcript of Retail Store Image - Market Manage · PDF fileRetail Store Image • Mental picture that a...
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Chapter 3
Retail Store Design: Branding,
Image, and Exterior AppealImage, and Exterior Appeal
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In Seconds…
• A shopper should be able to
determine a store’s
–Name–Name
– Line of trade
–Claim to fame
–Price position
–Personality
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Elements That Compose the Store Environment
LO 1: Exhibit 13.1
Visual CommunicationsRetail Identity
GraphicsPOS Signage
Store PlanningSpace Allocation
LayoutCirculation
4
Store DesignExterior Design
AmbianceLighting
MerchandisingFixture Selection
Merchandise PresentationVisual Merchandising
Store Image
And
Productivity
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Retail Store Image
• Mental picture that a retailer tries to project to the consumer.
• To a consumer, it is a persons attitude towards a store.
• Need to project an image, a functional and psychological image in consumer's minds that is acceptable to the target market. psychological image in consumer's minds that is acceptable to the target market.
• Depends on the atmospherics, reputation, number of services offered, product mix, pricing etc.
• FAO Schwartz "It is important to leave people with a memorable image of your store.
• At Disneyland, its Cinderellas castle. For us, its the clock."
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Store Design and the Corporate
Image
• The outlet and its environment play a large part in the formation and maintenance of a corporate image
• A favourable corporate image is vital to retain • A favourable corporate image is vital to retain loyal customers
• Updating and refurbishing stores tells the customer the retailer is in touch with their needs
• Leave it so long that a design overhaul is necessary runs the risk of customer alienation
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The Exterior Design
• Communicates to customer who retailer is and what they stand for
• Fascia– name, logo, corporate graphics and colours
• Store entrance– open– open
– semi-open
– funnel / recessed / lobby
– standard door
• Window
• Location
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Store Image
• A well established qualitative, all-encompassing evaluative tool
• ‘the way in which the store is defined in the shopper’s mind’ (Martineau, 1958)
• Retail images need to be reinforced and provide • Retail images need to be reinforced and provide added benefit to shoppers
• Retail images now need to transcend multi-format organisations
• Design plays an important part in developing a retail image
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The Retail Brand
• A retail brand is an extension of branding that is
associated with the product range
• The retail brand encompasses the product and the
processes associated with a company that a consumer
chooses to shop.chooses to shop.
• Many retailers have extended their core product ranges
under the umbrella of the retail brand to increase the
variety of product categories on offer
• Design plays a role in the retail brand extension process,
by increasing brand awareness, reinforcing brand values,
and developing new markets
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Brands
Distinguishing name or symbol, such as a logo, that identifies the
products or services offered by a seller and differentiates those
products and services from those offered by competitors
16-10
The McGraw-Hill Companies, Inc./Bob Coyle, photographerThe McGraw-Hill Companies, Inc./John Flournoy, photographer
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Value of Brand Image
Value to Retailers (Brand Equity) Value to Customers
16-11
Value to Retailers (Brand Equity)
• Attract Customers
• Build Loyalty
• Higher Prices Leading to
Higher Gross Margin
• Reduced Promotional Expenses
• Facilitates Entry into New Markets
Gap � GapKids
Value to Customers
■ Promises Consistent Quality
■ Simplifies Buying Process
■ Reduces Time and Effort
Searching for Information
About Merchandise/Retailer
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Building Brand Equity
Brand
Create a High Level of Brand Awareness
Develop
Favorable
Associations
16-12
Brand Equity
Create Emotional Connections
Consistent Reinforcement
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Pick n Pay
16-13
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Fruit and Veg City
16-14
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Apple
16-16
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Benefits of High Brand Awareness
Aided Recall Stimulates
16-17
Aided Recall
Top Mind Awareness
Stimulates Visits to Retailer
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Creating Brand Awareness
Memorable Name
Repeated ExposurePick n Pay
16-18
Top-of-mindBrand Awareness
SymbolsEvent Sponsorship
McDonalds Vodacom
Nike
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Retailers Develop Associations
with their Brand Name
Brand associations: anything linked to or connected with the brand name in
a consumer’s memory
Brand name is a set of associations that are usually organized around some
meaningful themes
16-19
Merchandise Category – PNA– stationary
Price/quality – Gucci –, high fashion merchandise
Specific attribute or benefit – 7-Eleven – convenience
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McDonald’s Brand Associations
Big Mac
Golden Arches
Fast Food
16-20
McDonald’s
French Fries
Clean
Ronald McDonald
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L.L. Bean’s Brand Associations
Friendly
New England
Practical
16-21
L.L. Bean
Expertise
Outdoors
Honest
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Wal-Mart Associations
16-22
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Target Associations
16-23
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Consistent ReinforcementThe retailer’s brand image is developed and maintained through
the retailer’s communication mix
Retail Communication Mix
16-24
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Elements of Retail Image
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Establishing and Maintaining a
Retail Image
• Image: how the retailer is perceived by
customers and others
• Positioning: the firm’s strategy that projects • Positioning: the firm’s strategy that projects
the image in relation to its competitors –
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Image
• The personality of the
store…
• Types of merchandise or
services
• Quality• Quality
• Sales Associates
• Bags and Packaging
• Colors of the décor
• Fixtures and Equipment
• Music, Lighting, Scent
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Elements of Traditional Exterior
�Storefront�Marquee�Entrances �Display Windows�Height of Building�Size of Building�Sign
�Visibility
� Uniqueness
� Surrounding Stores
� Surrounding Area�Size of Building�Sign
• What is the analogy to a web site?
� Surrounding Area
� Parking
• Dissability access?
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Retail Store Design“Creating a Powerful Store Image”
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You never get a second chance to make a
first impression…
• A store’s appearance holds the most sway in enticing customers through the doors.
• People tend to sum up their initial store encounter in visual initial store encounter in visual terms.
Apple Store in NYC has a unique
design that draws customers
inside.
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10 ways to turn off customers-First Impressions-
• Dirty bathrooms
• Messy dressing rooms
• Loud music
• Handwritten signs
• Stained floors or ceiling tiles
• Poor lighting• Poor lighting
• Offensive odors
• Crowded aisles
• Disorganized checkout counters
• Lack of shopping carts/baskets
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“The Image-Makers”
1. An Identifiable Store Name
2. A Powerful Visual Trademark
3. An Unmistakable Store Front3. An Unmistakable Store Front
4. An Inviting Entrance
5. A Consistent and Compelling Store Look and
Hook
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1. Identifiable Store Names
• Sets the tone of the store
• Distinguishes a store in the
customer’s mind
• Store name should be easy
to say and rememberto say and remember
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2. Powerful Visual Trademarks
• Provides a visual image to accompany a store name
• Combine words, pictures, colors, shapes, and styles
to make it stand out
• Store should be identifiable even without seeing • Store should be identifiable even without seeing
store name
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3. Unmistakable Storefront
Traffic-Stoppers
• Provide instant recognition
and recall
• Must project a welcoming,
clear, and concise image of
what’s insidewhat’s inside
• Use thoughtful combo of
exterior architecture,
signage, and window
displays
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4. Store Entrance
• Mall retailers easily lure
costumers in with wide
open entrances from the
main mall
• Visual clutter near store
entrance may turn off entrance may turn off
customers
• Street retailers need an
unobstructed and
welcoming doorway to
attract nearby motorists
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Store Entrances
• How many entrances are needed?
• What type of entrance is best?
• How should the walkway be • How should the walkway be designed?
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How a Store Entrance Can Generate Shopper Interest
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The Cango Wildlife Ranch Entrance
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5. Store Look and Hook
• Visual Look– An inviting entrance is crucial for a positive first impression
– Inside store should be organized and consistent to limit confusion
• Visual Hook • Visual Hook – Diverts customer’s attention with a “Stop! There’s something
here for you!”
– Should combine all visual merchandising components
– Many store retailers are using sensory appeal for the total package
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colour… stimulates sales
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WOWWOW… chocolate fountain – who can resist
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Sources
• http://www.sideroad.com/Retail_Services/store-design-visual-
merchandising.html
• http://retail.about.com/od/storedesign/tp/store_donts.htm