How do you transform a retail space into a destination that resonates emotionally with every visitor?
In this episode, Oliver King continues his conversation with Marco Nijhof, a visionary hotelier and retail executive. Together, they explore the actionable steps brands can take to rehearse emotion, build enchanted teams, and ensure their brand's soul is future-proof. Tune in to discover how to create unforgettable guest experiences that turn your store into a must-visit destination.
Connect with Marco.
Chapters:
- 00:00 - The Art of Luxury Experience Design
- 00:49 - Multi-Sensory Retail Environments
- 02:56 - Understanding Customer Journey Mapping
- 07:07 - Emotional Connections in Retail
- 11:11 - Rehearsing Emotion in Retail
- 17:53 - Empowering Teams for Exceptional Service
- 23:05 - The Cost of Inaction in Retail
- 25:56 - Balancing Heritage and Innovation
- 31:33 - The Future of Retail Leadership