Siobhan OConnell’s Post

Thirty years of spa expertise drives digital transformation GROUND wellbeing, founded by spa industry veteran Peigin Crowley in 2020, has carved out a distinctive niche in the crowded online wellness market by focusing on genuine emotional care. A lot of SMEs can still fall into the trap of seeing online vs. retail as an either/or choice, or viewing retail partnerships as threats to their direct margins. But Peigín Crowley sees e-commerce and retail partnerships as complementary rather than competing channels. “Our direct-to-consumer business allows us to connect closely with our community, share our story, and offer education and rituals in a more personal, guided way. On the other hand, retail and spa partnerships give people the opportunity to discover Ground Wellbeing through sensory, in-person experiences.” Another common mistake for SMEs is to either obsess over analytics while ignoring customer voice, or rely purely on gut feelings while ignoring the numbers. Smartly, Peigín balances both the quantitative and the qualitative. “Our approach is part data, part intuition, guided by what our customers are telling us, both in numbers and in their words.” Click here to read the full interview https://lnkd.in/ezvVzryT GROUND wellbeing is just one of 100 businesses featured the An Post E-Commerce 100 published in partnership with the Business Post. #DigitalTransformation #Ecommerce #CustomerExperience #Export #SME #retail #business Julie Gill Richard Miley Liam Naughton

Digital is great. Self-checkout screens fasten it up. But... human touch still matters. Especially if food-related experiences as hospitality & retail are. Research indicates that while younger generations increasingly use digital interfaces, emotional connection with staff still drives loyalty and repeat visits. Technology can support the experience, but it cannot replace the subtle cues, smiles, and personal interactions that create lasting impressions. Human touch creates emotions. Emotions build brands and drive sales. Yet this element is often overlooked. At TASTE., we help brands and hospitality operators design their processes so that every interaction, from product display to service delivery, reinforces connection, builds trust and maximizes impact. #TASTEagency #HumanTouch #ServiceDesign #Hospitality #Retail #ConsumerPsychology Source: Gale Report on Loyalty Programs and Emotional Connection Image: Freepik

As travel retail brands are getting ready for next week's TFWA (Tax Free World Association) exhibition in Cannes, find out about some of the most exciting travel retail growth markets and niche beauty brands in the September issue of The Moodie Davitt Report: https://lnkd.in/gKzMNYwP

What Tomorrow’s Traveller and Consumer Will Expect Digitally in 2026 By 2026, convenience will no longer set brands apart. It will simply be the baseline. Tomorrow’s guests and clients will be more informed, more selective, and far less forgiving of brands that fall short. They will not only assess what a business offers, but what it represents. They will expect personalisation that feels human, not automated. They will prioritise trust, built through consistent delivery, transparent communication, and credible proof of promises kept. They will increasingly make decisions through the lens of values, rewarding brands that demonstrate genuine commitment to sustainability, inclusivity, and ethical responsibility. This shift is already reshaping how customers engage with brands. The digital impression created before the first click, booking, or meeting now carries as much weight as the experience itself. For businesses, the challenge is clear. Meeting the expectations of tomorrow’s customer will mean going beyond efficiency to build authenticity, trust, and alignment with values into every interaction. What do you think the customers of 2026 will demand most from brands 📖 Learn more: https://lnkd.in/g6FAJKxh

At Pi Insight , we have numerous research projects on the go at any one time and whilst all of these are differentiated by unique aims & objectives, one aspect that is often consistent is that product quality is always a top-3 purchase driver (and more often than not, the leading conversion factor). However, the more and more we delve into the perception of quality, the more it becomes less about actual ‘product quality’ and more of a proxy for 'product reassurance'. Reassurance plays a critical role in the purchase decision-making process in travel retail because it helps travellers feel confident, comfortable, and in control. Foe example: ✈️ The Duty Free Environment is Fast-Paced and Unfamiliar Travellers are often in a hurry, navigating unfamiliar stores, and juggling distractions like gate changes, security, or family members. Reassurance in a products quality reduces the mental load, helping shoppers make quick decisions with confidence. 🛍️ 2. Many Purchases Are Impulsive A large portion of travel retail purchases aren’t planned. Reassurance makes spontaneous purchases feel like smart, low-risk choices. 🎁 3. Gifting is a Key Purchase Occasion Shoppers buying for others want to feel sure they’re making a good impression. Product assurance gives shoppers the confidence that the gift will be well received. 💸 4. Higher Ticket Items Require Support From luxury skincare to fine spirits, Travel Retail often involves higher spend. Reassurance in the product helps justify the price and also promote higher degrees of trade up. Therefore, when considering conversion strategies, brands should certainly look at the key differentiating features to drive consideration (e.g. exclusivity, promotional activity, brand heritage etc.), but product quality should always also be highlighted to drive that overarching product reassurance #travelretail #consumerinsights #qualityvsreassurance #conversiondrivers

🚀 The Showdown of the Century: Modern Trade vs. General Trade! 🤔 In a world where every business decision can make or break your growth, understanding the battle between modern trade and general trade is crucial. Buckle up, because this deep dive will change the way you see retail. Modern trade, with its lavish supermarkets and hypermarkets, often feels like stepping into a world of consumer convenience. These are places where brand consistency meets customer loyalty. Think of the Formula 1 pit stop—quick, efficient, and reliable. On the other hand, general trade represents the corner shops, the kirana stores, those charming little gems that offer familiarity and personal touch—like visiting your favorite coffee shop where the barista knows your name and order by heart. But here's the catch: both models have their own magic! Real-World Scenario Consider this: A leading FMCG brand wanted to penetrate deeper into rural areas. They realized that general trade was the key. With its lower operational costs and stronger local ties, general trade helped them create a loyal customer base. Meanwhile, urban areas demanded the polished experience of modern trade to cater to time-strapped customers seeking variety and quality. Actionable Insights 1. Brand Strategy: Tailor your brand’s approach. In urban areas, focus on innovation, variety, and partnerships with modern retailers. For rural areas, inject authenticity into your brand narrative to resonate with local sentiments.   - Steps: Analyze demographic data to decide market entry strategies, use promotional tools that resonate with each audience. 2. Customer Engagement: In both segments, engagement is key. In modern trade, leverage tech for targeted advertising and loyalty programs. For general trade, build strong personal relationships with customers.   - Steps: Implement mobile loyalty apps for modern setups; organize community events or personalized offers for general trade. Practical Tips: - Regularly review performance metrics to see which trade channel is driving results. - Invest in training for staff to handle both environments effectively. - Don’t ignore traditional media; a blend with digital can widen reach. - Personalize offers based on regional preferences to increase retention. As we embrace both trade types, let’s co-create strategies that draw the best of both worlds. 📈 What balance between modern and general trade do you see in your retail strategy? Share your thoughts! #RetailGrowth #EcommerceStrategy #TradeModels #CustomerExperience #FMCG

What if your holiday “demand” disappears before you ever see it? This season, travelers aren’t waiting: 55% of U.S. consumers say they planned their holiday trips earlier than last year, and nearly 70% of searches happened on mobile or voice assistants. Combine that with the rise of zero-click behavior, and it’s clear: if you’re not visible early, you may not be visible at all. That’s why an omnichannel play isn’t optional. Your website has to be the hub, local listings must be accurate, paid and social can’t wait, and conversion mechanics (from OTA comparisons to recovery pop-ups) need to be sharp. But here’s the catch: tech only works if it’s connected. If your systems don’t talk or your data lags, the “seamless customer” experience falls apart. This leaves the winners as those who build the strongest plumbing now, so early demand doesn’t slip away.

72% of consumers will pay more for premium experience. Most businesses are still designing for transactions. That gap? It's costing you more than you realize. New research just confirmed what I've been telling clients for years: How you treat customers matters as much as what you sell them. Yet most organizations continue to optimize for speed and efficiency while missing the deeper opportunity. 💡 Here's what I know to be true. Premium experience is not about being expensive. It's about being intentional. It's not about exclusivity. And it's not reserved for brands selling luxury products. This is a standard that any organization can adopt if they're willing to redesign their operations around it. For too long, luxury has been treated as something gatekept by a select few industries; high fashion, five-star hotels, Michelin-starred restaurants, private aviation. But the principles that make those experiences work: ✅ Anticipation ✅ Alignment   ✅ Attention to detail ✅ Operational excellence These can be translated into wellness centers, franchise systems, automotive dealerships, call centers, hospitality, restaurants—and professional services firms. 💫 This is my mission with Signaria. My goal isn't to make every brand look like a luxury brand. I help organizations apply luxury principles to create their own version of elevated experience; what I call Tailored Bliss™. The emotional outcome of perfectly executed, human-centered moments that feel effortless to your clients but are anything but accidental behind the scenes. Because your clients may not need champagne and white gloves, but they absolutely deserve to feel seen, valued, and cared for at every touchpoint. When 72% of consumers are willing to pay more for that feeling, and most businesses are treating experience as an afterthought, there's a significant gap. That gap has a cost: → in revenue → in loyalty → in reputation The good news? Closing it doesn't require a complete overhaul. It requires shifting how you think about experience design. Ask yourself: 1. Are we building this for operational efficiency or customer loyalty? 2. Are we creating transactions or creating relationships? 3. Are we meeting expectations or building advocates? Premium experience is not a luxury. It's a standard. And it's more accessible than most leaders realize. What's your take? Are you seeing this gap in your organization? #CustomerExperience #TailoredBliss #Signaria

For luxury brands, a strong eCommerce platform is more than a sales tool — it’s the foundation of reputation, exclusivity, and customer trust. Today’s luxury shoppers expect: Personalized journeys through AI-driven recommendations and VIP access ✨ Secure, transparent transactions with advanced fraud protection 🔒 Seamless automation for support, communication, and performance ⚡ Elegant digital design that mirrors the sophistication of in-store experiences 🎨 Scalable platforms that grow alongside the brand 📈 When technology and experience come together, the result is a digital storefront that feels both premium and effortless — one that strengthens loyalty and elevates the brand’s prestige. #LuxuryEcommerce #LuxuryBrands #EcommerceStrategy #LuxuryExperience #DigitalLuxury

✈️ Travelers today expect more than just a smooth booking—they expect seamless support at every step of the journey. From mobile apps and kiosks to phone calls, chat, and social media, guests engage with brands across 6+ touchpoints. And when things don’t go as planned—delays, cancellations, lost luggage—how you support them determines whether they’ll remember your brand fondly or with frustration. What we’re seeing: ✅ Cultural preferences matter — chat is huge in South Korea, while in Spain travelers prefer in-person interactions. ✅ Omnichannel consistency builds loyalty — the ability to pick up conversations across channels without repeating context is becoming a real differentiator. ✅ Efficiency and empathy can coexist — a unified platform not only streamlines agent workflows but also creates space for agents to deliver more personal, empathetic service. The future of hospitality is clear: brands that master omnichannel support will win guest loyalty long after the trip is over. 🌍 https://lnkd.in/gHZceUYw