Categories
Editor's pick Podcast Retail

Lego on the importance of play at retail

Lego's Martin Urrutia with Rachel Arthur
Lego’s Martin Urrutia with Rachel Arthur

Lego’s most important feedback often comes from six year-olds, says the brand’s head of retail innovation, Martin Urrutia, on the latest episode of TheCurrent Innovators podcast.

Speaking to Rachel Arthur at this year’s World Retail Congress in Madrid, Urrutia says focusing on the relationship between the user and the brick, and constantly listening to consumers’ wants and needs, has been pivotal to the Danish brand’s longevity.

Listen here: Apple Podcasts | Android | Google Play | Stitcher | RSS

“Prior to rolling out anything important in our stores we actually sit at a table and present this to children and listen to them. And of course sometimes you say ‘Am I going to let a six or eight year old child tell me what to do in store?’ and the answer is yes, of course. If you present this to them, if you listen to the feedback, it’s going to be interesting,” he explains. “I’ve seen so many companies changing their essence and changing many things,” he says, “and the only question that comes to my mind is – have they really asked their core users what they want?”

In order to serve all types of consumers with the right interaction, the brand prides itself on being truly shopper-centric. Understanding the consumer is particularly key to a brand that is in the unique position of having such a vast fanbase – from small children to much older adults. This means engaging with core fans through a continuous conversation informs not only R&D, but also store design and interactive experiences. There have been many ideas that looked good on paper but were scrapped when they received negative feedback from real consumers or partner retailers, Urrutia explains, for instance.

Lego's AR in-store
Lego’s AR in-store

During the episode, he talks to the idea of store experiences that engender memories, and always bringing in an element of play to everything the brand does. Such is the importance of the physical toy for the 85-year-old company, in fact, that it is often found in its meeting rooms worldwide, and its workforce takes one day a year to put work aside and play with the brick themselves. This internal strategy feeds into a larger purpose that encourages customers to play and engage with the toys at any given moment – be it at home or in any one of the brand’s increasing retail spaces.

Throughout the conversation, Urrutia also explains about the importance of choosing the right technology for retail; both that which is easy for staff and customers alike to interact with, but also simple to update and scale. He also notes other imperative brick-and-mortar retail tools, such as an invested and knowledgeable staff, as well as ensuring that there is something for everyone within that physical space.

Catch up with all of our episodes of TheCurrent Innovators here. The series is a weekly conversation with visionaries, executives and entrepreneurs. It’s backed by TheCurrent, a consultancy transforming how consumer retail brands intersect with technology. We deliver innovative integrations and experiences, powered by a network of top technologies and startups. Get in touch to learn more.

Categories
Editor's pick Podcast

HBO on how Westworld engages with superfans

Liz Bacelar and HBO's Steven Cardwell
Liz Bacelar and HBO’s Steven Cardwell

At the core of the success of Westworld – HBO’s hit show that has had the most successful series debut in its history – is its engagement with fans, says Steven Cardwell, director of program marketing at the network.

By creating a series of immersive and interactive experiences to promote the show, HBO has found the secret sauce to engagement. “The fanbase are going to be your biggest evangelizers. They’re the people that you want to make sure you’re treating almost as partners in a way to help really amplify your messaging,” he says on the latest episode of TheCurrent Innovators podcast. “Give them the keys to the car and let them drive it because they’re going to be able to speak organically to that fan community.”

Listen here: Apple Podcasts | Android | Google Play | Stitcher | RSS

Following this year’s SXSW festival, where Westworld arguably hosted the most buzzed about brand activation, Cardwell speaks to our founder Liz Bacelar on how important it is to keep the conversation going with fans in-between seasons, which in Westworld’s case, has been an 18 month-long wait. In a media space so cluttered with scripted and reality programming, it is important to find other avenues to engage with fans before and after the episode has aired, he notes.

That theory resonates heavily with the fashion and retail space, where a multitude of stores are fighting for relevance in tough market conditions. Focusing on superfans and driving experiences that engender engagement, is key to advocacy and loyalty, Cardwell says.

For those unfamiliar with Westworld, it takes place in a fictional Wild West-themed amusement park titled Sweetwater, where hosts are androids who allow paying guests to engage in whatever activity they want with no retaliation. The SXSW experience saw a recreation of said amusement park in deserted land outside Austin, Texas, where guests who managed to snag coveted tickets were fully immersed in the Westworld universe for three hours.

The experience was undeniably HBO’s moment in the spotlight at a festival that is slowly evolving as a platform that mirrors culture, rather than glorifies tech. It also taught many brands attending, including an unprecedented number of fashion and beauty players, that if you build an experience that satisfies the need for escapism, consumers will come – even if that means queuing with strangers for a bus to an unknown destination.

On the podcast, Cardwell also talks about why shiny new technology wasn’t central to the experience, despite it being at the crux of the show’s concept, and why authenticity in building brand moments is key.

Catch up with all of our episodes of TheCurrent Innovators here. The series is a weekly conversation with visionaries, executives and entrepreneurs. It’s backed by TheCurrent, a consultancy transforming how consumer retail brands intersect with technology. We deliver innovative integrations and experiences, powered by a network of top technologies and startups. Get in touch to learn more.