The customer rules the retail roost

Now we can see the results of some of these changes and take a closer look at them. And JLL’s recent ‘Tomorrow’s Retail’ report gives us an excellent summary of what is taking place. In this supplement, much expert analysis is given on how the customer experience has become one of the most crucial factors in the acquisition and retention of shoppers. Many aspects of the customer experience require the close attention of the landlord and the tenant, as is explained to us by the co-authors of JLL’s report in the article entitled ‘The Digital Shopper’. On these pages Monika Pyszkowska, the director of international centre management at ECE Projektmanagement, also tells us how the German developer and manager has been putting into practice its strategy of establishing ‘third places’ in its shopping centres, i.e. areas that offer alternatives to other leisure options. ECE has both the know-how and the tools for introducing such amenitie