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News Release


Going Beyond Retail – Providing Sensational Customer Experiences

Part four of Jones Lang LaSalle’s Retail 2020 Report

London, 21st June 2010 – Jones Lang LaSalle issued today part four of its Retail 2020 study; ‘Going Beyond Retail’. Retail 2020, which was launched on 28th May via a bespoke interactive website, examines the rapidly changing global retail landscape over the next ten years.
Going Beyond Retail looks at the growing need for retailers to provide sensational customer experiences and in-store services. It considers the effect of e-commerce on bricks-and-mortar retailers, and with consumers demanding more for less, why retailers need to develop beyond simple transactions business models.

James Dolphin, Head of European Retail Agency at Jones Lang LaSalle said: “The saturation of clone retail stores selling similar products in similar ways is becoming increasingly unsustainable. With undeniable online growth, bricks and mortar retailers will have to offer ‘experiences’. The High Street and Shopping Centres need to forge pseudo communities for consumers to interact and evolve with. For example, initiatives that already exist across Europe include open-air lifestyle centres and integrated libraries, educational areas and quiet rooms.
Guy Grainger, Head of UK Retail Agency at Jones Lang LaSalle continued: “Shopping Centres represent huge physical space and with the right vision, they can be adjusted to integrate many offerings in addition to retail, including leisure, culture and health. The future of the retail experience will develop through a more sophisticated execution of ideas that give consumers an authentic emotional attachment to shopping with access to local, global and ethical products in well designed spaces and with a seamless service.”
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Notes to Editors:

Retail 2020 can be found at

Retail 2020 explores the shape of retail to come, covering dimensions such as sectors, locations, formats, offers and geographies, as well as profitability (growth, costs and business models), and will be released in a series of chapters starting on 28th May. The aim of Retail 2020 is to provide a pertinent assumption base around the future of European retail.

Jones Lang LaSalle and the Retail 2020 web portal intends to lead the conversation for the retail industry as a whole on the future of the sector and the implications this has for the real estate sector, but also offer blogs, videos, news, interactive polls and client profiles.

Retail 2020 follows on from the Retail Futures, 2010 report, published ten years ago by Jones Lang LaSalle, which successfully predicted many of the forces which shaped the consumer and retail landscape between 2000 and 2010.