Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Learning About Omni-channel Retail with Willy Wonka

Blog
10th November 2016

It’s always great to read fantastic customer experience (CX) case studies, but even better when they include food. Dylan’s Candy Bar is an extremely interesting case where they don’t just aim to be a candy retailer; they offer each customer a “retailtainment experience”.

As you might have guessed, “retailtainment” is a blend of retail with entertainment. Dylan’s Candy Store aims to make a visit to their stores fun and exciting, encouraging customers to not only return, but to become advocates who recommend the experience to their friends.

The inspiration for the stores is Willy Wonka, the zany chocolate factory owner from Roald Dahl’s classic book “Charlie and the Chocolate Factory”. The company receives over two million visits per year to their New York store alone; and bright colours, a warm environment, and unusual in-store experiences such as 3D printing and personalisation drive many of these visits.

The brand aims to fuse retail, the customer experience, and e-commerce as business concepts that should be more closely connected. They have an omni-channel strategy that insists the in-store experience should be just as much fun as using their online shopping channels.

In short, Dylan’s Candy Store is a brand that has identified their primary goal as the creation of an emotional bond with the customer through a great environment, products, and experience. By achieving this bond, all the other important metrics (like sales) automatically follow.

This focus on building a brand around the emotions of the customer is an ideal situation that meets modern customer expectations, but it’s not very common. How many businesses can you think of that are so customer-centric that emotional bonding is their priority? Let me know in the comments below, or connect with me on LinkedIn.


Leave a Reply

Your email address will not be published.Required fields are marked *


David Turner
Article by: David Turner

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
[Fashion] Take advantage of the “Made in Spain” boom

In recent years, the "Made in Spain" tag-line has positioned itself like never before in the fashion footwear area. It has become a "brand" associated with comfort, quality and design, with excellent value for money. A recognition that opens the doors to footwear firms when entering the most demanding markets. One of them is the United States. A complicated market due to its size, payment...

News
Webhelp Launches New Derby Site

Webhelp UK, one of the country’s leading customer experience and business process outsourcers (BPO), has proudly launched a new site in Derby. It was officially opened on 8th October 2018, at an event attended by the Deputy Mayor for Derby, Councillor Frank Harwood. The new site has three main...

News
Webhelp nominated for Eighteen Awards in Customer Experience and HR

An exciting Awards season lies ahead for leading global Customer Experience (CX) and Business Process Outsourcing (BPO) expert, Webhelp, which has been named as a finalist eighteen times across five different awards programmes. Firstly, Webhelp has been recognised by the UK Customer Experience...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the terms and conditions.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp terms and contitions outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook