What else ticks Steve Stoner’s retail boxes?

Here’s part two in our two part series (part one here), where we speak to Whippet’s original founder in the UK and Principal Director to find out what ticks his retail boxes.

How many ways can you say SALE?
Infinite, but generally the most effective way of saying something is to use the language we were given. The word ‘SALE’ seems to do well enough for most retailers doesn’t it? I certainly know what to expect when I see it.

Coles is a key client for Whippet in Australia. What’s been you favourite project for them?
Probably the project that brought most satisfaction was changing the way fresh produce was presented through point-of-sale in back in 2010. We devised a graphic style nicknamed ‘Woodstock’ (pictured), drawing on influences from real food markets, that formed the basis for all campaigns for the next few years and can still be seen in stores today. Another key project was the creation of the ’Value Ring’, the red circle you see around all price points. That brought a low level consistency to the brand and a recognisable ’Colesness’ to every piece of promotional marketing across all channels. The early years of the Coles turnaround were exciting times, with client and agencies all pulling in the same direction and driving significant change. It’s great to see some of those original ideas still performing for the brand today and of course to still be there helping it grow further.

woodstock-KOP

How can a store convey ‘quality’ and ‘value’?
A ‘quality’ feel can be conveyed through many touchpoints in the customer journey, from the fixtures and finishes of the store design itself to the graphic treatment of the point-of-sale. Staff interaction with customers is also vitally important. I think a store should be authentic to its brand rather than trying to portray a false sense of ‘quality’, but all retailers should alway strive to improve the customer experience whatever form that takes. A client once expressed concern that a design we had presented was too aspirational for their audience which I felt was rather insulting to the customer. Surely every customer deserves better? ‘Value’ is a tricky word and one which is often mistaken to mean ‘low price’. True customer perception of value is gained through a combination of shopping experience, the product itself and the price paid for it. Value is not simply about being the lowest price, it’s about having the most compelling combined offering.

What are your all-time top five retailer brands?
So many to choose from but notable names are…

IKEA for their ruthless efficiency, originality and continual design improvement, all delivered with a winning personality.

JOHN LEWIS (UK) for proudly championing a unique business structure and their understated tone of voice.

NEXT (UK) for shaking up perceptions of high street fashion in the eighties and for the beautifully designed, but clearly horribly expensive to print, Next Directory.

WALMART should be acknowledged for defining an all-in-one-store model that has influenced retailers around the world.

SELFRIDGES in London for simply being the best department store in the world (in my humble opinion). Expensive it often is, but it has never let me down and is always a voyage of wonder and discovery.

Steve Stoner is Whippet’s original founder in the UK and Principal Director. Over the past 25 years, he’s worked closely with some of the world’s best retailers like Coles, Tesco, Target and many more. 

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How we washed and waxed a carwash brand without leaving a scratch.

The Coles Express car wash image needed a bit of shine.

When Coles Express came to us and asked us to look at their carwash brand we dug deep to find the barriers the customers had to overcome.

As it turns out, most customers felt that the existing wash was a little old and that it may actually damage their car.

Coles Express’s new, touchless carwash doesn’t scratch your car, and it’s made in Germany. This sparked a thought. If the new carwash was good enough for German luxury cars it will be good enough for everyone.

We crafted a few directions for our client to see, and after some well considered feedback we arrived at Hydra wash.

Car-wash-evolution-2

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What ticks Steve Stoner’s retail boxes?

SteveStoner

Whippet founder and Principal Director, Steve Stoner LOVES retail. What goes through his mind – someone the biggest names in retail have trusted for over 20 years for advice – when he’s doing his shopping? What excites him? What irks him?

In part one of a two part series, let’s find out from our self-confessed ‘retail nerd’ what ticks his retail boxes.

What do you look for when you walk into a store?

I’m a big believer in being led by your eyes so I just look around and see what I notice and in what order. The smartest retailers construct a pattern of behaviour in their communication and design that continually reminds you of where you are and steers you on a journey of their choosing. That doesn’t mean logos plastered everywhere or bold directional signage, it’s more about understanding how we as consumers shop and what our thought processes are. Product placement and density, material textures and finishes, floor plan and layout, plus the teams that run a store have as much a part to play as graphics, design and branding.

What excites you most about retail marketing?

The excitement that comes with a new design idea and imagining the potential it may have in helping our clients. I love relationships built on mutual trust and a genuine desire to improve a brand long term, beyond the time we may be working on it. I enjoy not knowing what’s around the corner. I’m very much a realist but that doesn’t stop me having dreams.

What frustrates you about it?

We have worked with some wonderful people that have been ruled by corporate politics and the fear of ‘getting it wrong’ in the eyes of their management. It’s prevented them from potentially achieving some great things and that’s a shame. Often, bold, innovative ideas are ignored in favour of tiny tweaks that make no difference. Sadly, sometimes people hide their real opinions and make very safe decisions rather than making decisions that might make them great.

What made you fall in love with retail design?

The realisation that even the smallest design idea we bring to a store environment can have a measurable effect and touch millions of customers. Even the design of a simple flappy ticket on a shelf edge should be considered and designed to work to the best effect.

52347C_ColesFresh_CoburgFreshValue_18May2015_INSITU_V5

Who’s doing it best right now?

There are many retailers out there with great ideas but few that consistently deliver across their entire store fleets. Cotton On are interesting because they focus on improving the customer store experience rather than spending a fortune on above-the-line advertising. Each store has it’s own identity but it’s clear who the brand is. Point-of-sale is clean and not overthought, but still has plenty of personality. A customer’s opinion of the brand is shaped by the experience of shopping there, not by advertising telling you how great it is. I’ve always been a fan of JB Hi Fi because they generate a ‘bargains to be discovered’ excitement with a look and feel that suggests they are closing down, however the consistency across their stores, in pricing, merchandising and personality is fantastic.

What’s one thing every store should do but doesn’t?

Have the right product in the right place at the right price. Plus, have friendly team members to help customers.

Steve Stoner is Whippet’s original founder in the UK and Principal Director. Over the past 25 years, he’s worked closely with some of the world’s best retailers like Coles, Tesco, Target and many more. 

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Whippet

Digital Lead

Whippet AUS

How we melted outdoor adshels across Australia.

We found that you can change outdoor digital adshels to speak to different people walking past through the day and the week. Indeed, it was our big chance to play with the newest technology available.

This was a perfect opportunity, using messages to tell Australian commuters (geo-targeted to speak differently to people depending on where they were in every capital city), about the Coles Car Insurance Price Freeze.

CASESTUDY_PF_9days

As the week and the offer deadline approached, the ice would melt a little and a little more.

Not only that, our message would change throughout the day to speak to the different needs of people walking past.

CASESTUDY_PF_IMAGE2
7am-11am

CASESTUDY_PF_IMAGE1
11am-3pm

CASESTUDY_PF_Image3
3pm-8pm

As the days went by, the ice melted and the campaign rolled onwards, a sense of urgency was created, which meant more sign ups to Coles Car Insurance. It even got industry attention with a feature in leading trade magazine, Adnews.

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You can’t miss our new flybuys campaign.

Here’s a fun campaign we’ve just developed for flybuys – a campaign to recruit more members for Australia’s biggest loyalty program.

Appearing in every Coles supermarket, press, online and social,the key to campaign’s success is what we started to refer to as “The Two Fs” – FOMO and fun.

Make sure you have a look at it (you can’t miss it. It’s everywhere!), next time you pop into your local Coles.

flybuyscase

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Whippet

Digital Lead

Whippet AUS

Our spooky Halloween at Coles.

We take Halloween very seriously at Whippet. It’s one of our favourite times of the year.

For the past few years, Coles have asked us to establish a Halloween presence in their supermarkets.

This year we were asked to go even further with an in-store display and all the packaging for Coles’ halloween treats like lollies and spooky disguises.

Halloween

For more creepiness, stay tuned for photos from our annual international Halloween office bakeoff.

Yes. We do take Halloween very seriously.

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Whippet

Digital Lead

Whippet AUS

How we helped Coles enter the mobile phone market.

Coles Mobile called us when they decided to get into the crowded Australian mobile phone market.

Our creative and strategic brief was to develop a brand from scratch for their brand new prepaid mobile phone and SIM range.

We decided ‘loud’, ‘confident’ and ‘happy’ would work best in appealing to the whole family of prepaid customers – especially with a product as competitive (one of the best in market) as what Coles were offering. The line, “Talk it up!” was based on the insight from research that in plans like these, talking was still more important to customers than data.

Talk_it_Up_post_1

We came up with the new logo, naming, brand guidelines, tone of voice and packaging.

Talk it up!

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Whippet

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