It was an extremely pleasant surprise to read a story talking up the success of a high street retailer, Hobbycraft, instead of the stories of closures and losses we are becoming accustomed to. What stands out is the detail of "why it's interesting". Ultimately the approach they are taking focuses on the customer experience. 

We spend a lot of time talking about The Subscription Economy, a term coined by our client Tien Tzuo of Zuora. And Hobbycraft's success is the perfect demonstration of how this focus of life beyond the sale and on the longer term customer experience can reap positive returns in an incredibly challenging retail environment.

Ultimately, technology underpins this success - from data management to intelligent analytics. It's time for retailers to make the shift from pure sales to experience and service led customer engagements.