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  • GARY McCARTNEY

Confronting Or Comforting?

I posted something a while ago about skin care retailers wanting to "get customers' hands in the sink" to convert sales. Now we're asking all of our customers everywhere to "get their hands in the sink" before they are allowed in. To a customer this can be either confronting or comforting.


The future design of the store entry experience needs to change- we need to embrace hand hygiene, spatial distancing and queueing and turn it into into a "welcome" experience - part of your brand's DNA.


We can learn something from those skin care people.



(Pics are from L'Occitane and Aesop - pre-covid, just to illustrate the point)

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