Retail Bravery and the ‘Wow’ Factor – Lessons from 103 Stories Up

Last week, I found myself standing 103 stories above the ground on the Skydeck at the Willis Tower in Chicago.

If you've never been, it's an experience that demands courage - a step onto a glass panel suspended in the sky.

I was there with some of my retail 'besties.’

We nervously ventured out, testing our mettle against the dizzying heights.

I can confirm it's every bit as daunting as it sounds!

The experience was a vivid reminder of two key things in business: the courage it takes to make bold moves and, most importantly, the lasting impact of a memorable customer experience.

The Skydeck isn't just about looking out at the city; it’s about creating a moment so thrilling that tens of thousands of people flock to it each week.

And it’s the same in retail.

The most successful retailers understand that people don't just buy products.

They seek experiences.

The 'wow' factor that keeps customers talking and returning is not built by accident; it's designed with intention and care.

This week, I’m challenging you to ask yourself: What’s your retail wow factor?

What experiences are you providing to keep your customers coming back?

Stepping out onto that glass pane 1,353 feet above the city was an exhilarating leap of faith, but what I walked away with was a deeper understanding of how experiences, those 'wow' moments, can lift any business from good to great.

So, why not take a moment to reflect on what you can do to step out of your comfort zone and create an unforgettable experience for your customers?

Have a great week

Mark