November 1st, 2013
Landsbankinn bank branch consultancy
Things are well under way with our latest Scandinavian client Landsbankinn , based in Reykjavik. It’s a leading Icelandic financial institution, with the largest branch network.
We’re working closely with the bank’s leadership and retail team to map out the vision for the future role of branches, the in-branch customer experience, and actual formats. Initial insights and new innovative thinking will be put into action later this year at a new cashless format for students, based at a Reykjavik university campus.
Jensina Kristin Bodvarsdottie, managing director for corporate development and HR at Landsbankinn said: “M Worldwide are experts in financial services retail environments. Customer needs are always their starting point. Not only this, but they have extensive experience working in Scandinavia, and particularly Iceland. We believe they’re the perfect choice for us.”
May 31st, 2013
New win! Flagship store and office environments for 365 Media
We’re thrilled that we’ve just appointed to work with 365 Media, Iceland’s largest mass media company. It operates six television channels, five radio stations and publishes the country’s most widely read paper, Frettabladid. The company just won a 4G license.
Our task is multi-faceted. We’re looking at retail environments for a new flagship store – to be a showcase for all their services, and especially help them to sell more TV subscription packages. And we’re also looking at their head office environments – to energise them and become more reflective of the company’s ambitions.
Our first challenge is to find the unifying threads that tie everything together from a brand experience perspective, and then to make it all happen.
Watch this space for more news towards the end of this year.
May 30th, 2013
Banius heats up the Russian sauna market
We’ve just completed a new brand positioning, brand identity, packaging, and other brand communications for Banius, the market challenging sauna accessories wholesaler in Russia.
The aim of the rebrand is to build a trusted Russian brand with European quality and design edge – at an affordable price. This is the result of Banius’ aspirations to become the sauna accessories brand of choice amongst retailers and consumers in Russia, against the context of established but more expensive competitors from Europe, and cheaper but lower quality imports from Asia.
May 30th, 2013
New win! Major retailer’s convenience offer
Things are a bit hush hush at the moment, but we’re working on the shopper journey, messaging and brand communications for a major retail brand’s convenience offer. Our job? To review how the convenience format and customer journey delivers ease, differentiation and scalable solutions.
May 9th, 2013
New win! London Zoo and Whipsnade Zoo multi-channel retail customer journey
We’ve just started working with the Zoological Society of London (ZSL), to review the retail and admissions customer journey for ZSL London Zoo and ZSL Whipsnade Zoo. It goes way beyond retail design – it’s a multi-channel consultation of the customer journey. The aim? To enhance the visitor experience at these amazing attractions, and increase ZSL’s profits so it can continue with its very important conservation work around the world.
Ever mindful of ZSL’s charitable status, we’ll be working in partnership with retail consultant Selina Fellowes to find short and long-term solutions that are cost effective, easy to implement, and demonstrate a good return on investment. We’ll review:
- The current retail estate at both zoos: including effectiveness of locations, internal use of retail space and flow, point of purchase, external fascias and surrounding areas, and technology enhancements.
- Products: matching with audience profiles, recommendations on what products should be sold, merchandising.
- Retail pricing strategy.
- Retail promotion: pre and post visit, on-site, and online.
- Multi channel retail messaging and brand communications.
Our client Julian Green, ZSL’s Head of Retail & Admissions, said: “We’re confident that M Worldwide will enhance the retail experience so that it’s inspiring and exciting, reflective of both zoo brands, and part of a fun day out. The agency’s experience working with various UK visitor attractions played a role in the appointment, but it’s their wider expertise in retail and understanding customers’ needs that will really add value to this programme.”
Initial short-term recommendations are expected to be implemented in time for the 2013 summer season.
April 11th, 2013
London Graphic Centre rebrand
Our client London Graphic Centre (LGC) has recently revealed our work on its new positioning and visual look and feel.
LGC is the UK’s leading supplier of graphic art material to professionals and students within the design and creative communities. The positioning takes a customer-centric approach: a shared passion and appreciation of graphic art materials between LGC and its customers. This is now being put at the centre of the retailer’s business, and impacting all marketing and brand communications decisions. It’s also brought to life through a new look and feel.
Shona Peel, Managing Director of London Graphic Centre, says: “While our logo has been simplified so it can be used more consistently, the real value of M Worldwide’s work was in defining what makes us different and special – and how we can leverage that in everything we say and do. They’ve delivered a strategic and creative solution that will help us connect with our customers in a meaningful, innovative and individual way.”
April 8th, 2013
Helen Shelley joins as Creative Director
This week sees Helen Shelley joining our team as Creative Director, off the back of our growing client international and domestic client base which includes Gazprom, Halifax , Sainsbury’s and Wrigley.
Helen will lead creative direction across all accounts. She’ll work closely with our co-managing partners Michael and David to build a team that brings a brand’s strategy and identity to life in customer-focused 3D and retail environments.
We think Helen’s perfect for us and for our clients – her background is second to none and she has a great design eye. But most importantly, she lives and breathes the role that design plays in enhancing the customer experience.
April 3rd, 2013
Gazprom pilots Drive Café – retail convenience food and beverage offer
Gazprom, the Russian oil giant, has launched Drive Café, a new food and beverage convenience offer for its petrol station retail operations. We defined and designed the retail proposition, starting with an 80 square meter pilot site in St Petersburg.
Drive Café comes at a time of major expansion and acquisition in the Russian petrol forecourt sector. It recognises emerging trends and changing consumer habits in terms of ‘food on the go’ and convenience shopping. The extensive and varied Gazprom estate requires a flexible format that can be applied at scale, that has clear stand out in the market, and that leverages the ability to offer a quick sit down break for those on long journeys.
We moved away from functional and cluttered retail environments traditionally associated with petrol stations, creating a customer experience that’s much more akin to that of a coffee shop.
See the full case study and images
November 26th, 2012
Merseyrail pilots new Mtogo retail and ticketing offer
Our client Merseyrail, regional rail operator on Merseyside, has launched our work on a new pilot for Mtogo at Liverpool Central Station, a combined ticket office and convenience store.
Mtogo stores are always very close to ticket barriers. The vast majority of customers are people boarding or leaving trains, so the shops play a big role the end-to-end journey experience for rail users. They provide a one-stop-shop for all passenger needs: tickets, information and convenience products.
We defined the customer journey, then developed a retail proposition and retail design to encourage impulse buying, drive footfall and increase dwell time.
Based on the proposition, ‘Mtogo – Everything for the journey’, we have focused on people’s needs while they are travelling: some people simply need a ticket as fast as possible, whereas others arrive early at the station and want to buy something to eat.
Kaj Mook, customer services director at Merseyrail, said: “Mtogo is all about enhancing the customer experience, and Liverpool Central, one of the busiest underground stations in the country outside London, was the perfect place to trial a slightly different formula. M Worldwide’s expertise in understanding customers, as well as the convenience store sector, has proved invaluable to this programme.”
See the full case study and images
November 20th, 2012
Sainsbury’s marketing boosts performance
Last week we were over the moon to see that our longstanding client Sainsbury’s announced some amazing first-half results – a 2.5 per cent rise in pre-tax profit and a 4 per cent increase in revenue. This is in stark contrast to two major competitors who both saw a decline. The supermarket credits marketing initiatives such as Brand Match and its Live Well for Less brand positioning.
But we’d also like to think that our retail designs and customer journey work also played a role in this success. Let’s face it, the more engaging the in-store experience for shoppers, the more likely they’ll spend more time (and money) there.
Working with the Sainsbury’s team and store architects, we’ve been defining the customer journey for all new and refurbished sites across the UK, as well as developing site specific communications including branding, external and internal store navigation and corporate communications, along with employee guidelines for application.
See the Sainsbury’s case study