What can we learn from our fore- mothers & fathers in commerce? Here's what I've learned about how we've taken a lot of their lessons to heart.

7. CUSTOMER
SERVICE
The common thread among all of my
seemingly random jobs.

8.
OLD SCHOOL
CUSTOMER
SERVICE

9.
NEW SCHOOL
CUSTOMER
SERVICE

10. I’M IN TECH,
NOT CUSTOMER
SERVICE

11. I’ve observed people’s behavior in physical
market places by serving and observing them.
I’ve observed people’s behavior in digital
market places by digging into data, both
qualitative & quantitative—the digital
equivalent of serving & observing.
ALL BUSINESSES SERVE PEOPLE

13. LET’S DIG IN
TO WHAT I’VE
LEARNED

14. HOW DO THEY
COME IN?

15.
SOURCE: guidepal.com
YOUR
LOCAL
MAIN
STREET
Signage, a window display, a doorway, some
social proof with awards, TripAdvisor
stickers, etc… even an A-frame sign!

16.
THE
NEW
MAIN
STREET
Signage = Title
Window Display = Description
Doorway = Strong CTAs/Links
Social Proof = Star Ratings & Reviews
A-frame Sign = Ad Listing w/ Categories & USPs

18. Stores commonly “trap” people.
Womp womp.

20. Create compelling
landing pages.

21. HOW DO THEY
KNOW WHERE
TO GO?

22.
FRESH PRODUCE AT THE BEGINNING,
FROZEN PRODUCTS AT THE END

23.
STORES LIKE IKEA DESIGN YOUR ROUTE.
YOU CAN DO THIS DIGITALLY, TOO

24.
SIGNAGE = NAV & SUB NAV

26.
INFORMATION
ARCHITECTURE

27.
INFORMATION
ARCHITECTURE =
STORE DESIGN

28. HOW CAN THEY
SEE WHAT YOU
SELL?

29. VISUAL MERCHANDISING

30. VISUAL MERCHANDISING USES:
• Displays

31. VISUAL MERCHANDISING USES:
• Displays
• Color

32. VISUAL MERCHANDISING USES:
• Displays
• Color
• Lighting

33. VISUAL MERCHANDISING USES:
• Displays
• Color
• Lighting
• Smells

34. VISUAL MERCHANDISING USES:
• Displays
• Color
• Lighting
• Smells
• Sounds

35. VISUAL MERCHANDISING USES:
• Displays
• Color
• Lighting
• Smells
• Sounds
• Digital technology

36. VISUAL MERCHANDISING USES:
• Displays
• Color
• Lighting
• Smells
• Sounds
• Digital technology
• Interactive elements

38. WHAT IF THEY
STILL CAN’T
FIND WHAT
THEY NEED?

39.
THEY ASK
SOMEONE

40.
THEY ASK BY
SEARCHING &
WEB CHATTING

41. HOW DO THEY
DECIDE WHAT
TO BUY?

44. THE PRODUCT IS
THE PACKAGING
WARNING: Quick & horrible Photoshop is simply to
illustrate my point. Don’t try this at home, kids.

48. HOW DO THEY
GET THEIR
STUFF?

49. SOURCE: canadiangrocer.com

51. SOURCE: ah.nl

52. SOURCE: fiveminutemarketing.com

53. SOURCE: uproxx.com

54. HOW CAN YOU
SELL THEM
MORE?

55.
IMPULSE ITEMS

56.
MISSED OPPORTUNITY FOR A CROSS-SELL

57. HOW DO YOU
GET TO KNOW
THEM?

58. SOURCE: chrisglass.com
REMEMBER WHAT THEY BUY,
REMEMBER WHAT OTHERS
LIKE THEM BUY

59.
THIS IS WAY MORE
SOPHISTOCATED THAN
ANY MEMORY COULD BE

60. KEEP YOUR EYES OPEN
WHEN YOU SHOP.
Learn from our foremothers and fathers.

61. THE END