Chief Experience Architect, Brilliant Workplaces
Suzanne is the Owner and Chief Experience Architect for Brilliant Workplaces, a consulting firm specializing in customer experience, marketing and culture change for retail and companies that market to retail. Suzanne has over 20 years of marketing, branding and experience strategy experience in retail, hospitality and healthcare and loves to discuss innovation and new experiences for retail and business customers.
  • Posted on: 10/25/2022

    Does Lululemon need a teen strategy?

    Whatever Lululemon is doing is clearly working, so adjusting it might be risky and unnecessary. A grassroots and community approach is smart given the audience.
  • Posted on: 10/25/2022

    Has tipping for takeout become a social norm?

    Although irritating and a little intrusive, the decision to tip ultimately rests with the customer. If you don't ask you don't get, and now the social norm is to ask.
  • Posted on: 10/25/2022

    Does Krispy Kreme fill a hole in McDonald’s menu?

    Expanding category offerings is always a good idea, and with the name like Krispy Kreme, McDonald's can get instant brand recognition and sales. It is a smart partnership, as Krispy Kreme gets another channel and McDonald's gets expansion in the category.
  • Posted on: 10/25/2022

    Why is Walmart killing off a $1 billion private label?

    Words are important, and names are important to a brand. The shift to a more inclusive name and vision for the brand is smart, and excellent timing given today's conversations about inclusiveness.
  • Posted on: 10/12/2022

    Walmart makes a deal to automate and own the last mile

    With Walmart's vast network, this is a smart move to improve customer experience for orders. If Walmart can do this right, and maintain competitive pricing, this will be a great experience for customers and a win for Walmart.
  • Posted on: 10/12/2022

    Will a lawsuit leave CVS and Walgreens feeling sick over homeopathic remedies?

    The liability falls on the product manufacturer for claims, not the retailer. Who is to say that a shampoo leaves your hair shiny and soft, or a lipstick will stay on all day? My thought is that retailers should treat this line as they do other products, with smart decision making on who they decide to carry.
  • Posted on: 10/12/2022

    Schnucks lets associates pick their own stores and shifts

    This is a smart strategy and long overdue. Retail has notoriously been extremely inflexible with scheduling, and as a result has excluded many with other obligations. With virtual training modules and the right standards, this is a smart move and win for Schnucks.
  • Posted on: 10/12/2022

    Will a cheaper, faster Uniqlo catch on in the U.S.?

    I don't believe one store to be a presence, and the negativity around fast fashion is real. I hope that the company is prepared to show how they have a differentiated offering, or this will be short lived.
  • Posted on: 10/04/2022

    A bag ban is all part of the brand at Wegmans

    Grocery retail has discussed this for years, and finally it is a reality. It makes sense for the environment, the brand and it looks ahead at what is coming (hopefully) for single use plastics in retail.
  • Posted on: 10/04/2022

    McDonald’s rolls out adult Happy Meals in streetwear collaboration

    I love the nostalgia for the Happy Meal and keeping connected to the brand. I would love to see some more adult food offerings with it, like a plant based burger or other elevated food offerings.
  • Posted on: 10/04/2022

    Does Sephora need a same-day delivery subscription?

    I don't see a lot of love for this concept, but I personally love it for the experience. Especially for those times when you have an immediate need while on a trip, or are getting ready for a special occasion and have not thought ahead. I would recommend a monthly fee, not annual. I applaud Sephora for giving it a try.
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