Assessing London's store scene and comparing it to New York's finest. We bring you the London Collection.

In February we analysed New York's finest and most innovative stores, now it's London's turn.

We visited 25 London stores to analyse the latest trends in in-store design, customer experience and innovation. In this report, we share our thoughts on these Great British innovators.

The Leaderboard

We ranked every store we visited against the same three criteria: 

  • Brand – The ability to surprise and delight customers, offering a differentiated experience that creates a genuine and authentic relationship with customers, based on trust and integrity.
  • Digital – Delivering relevant and individual interactions across all touchpoints, subtly introducing technology to reduce friction and be in a position to respond quickly to customer needs.
  • Experience – Becoming a seamless, customer-centric organisation that reacts and adapts to the individual customer’s needs, combining customer service, convenience, comfort and personalisation.
 

About the Author

Associate Retail Consultant, BJSS

Giorgia Gallarati is an Associate Retail Management Consultant who specialises in delivering innovative customer-focused solutions and leading market research analysis. In this report, she combined her professional skills and her expertise as an amateur shopper to find London's most innovative retailers.

Most recently, Giorgia helped a market-leading client to reimagine its consumer offering. This project delivered a demonstrable improvement to the client's customer loyalty, while also bolstering its competitive positioning.

Giorgia.Gallarati@bjss.com