- 8 Apr 2019
What Can the High Street Learn from Independent Retailers? We launch our new video series
Written by Anna Murphy, Communications Executive
Lights, camera, action – this week sees the launch of our latest video series! Filming on location, we talk to the independent retail disruptors and what the high street can learn from them.
In our first video, we speak to Krisi Smith, co-founder and Creative Director of Bird & Blend Tea Co. As expert tea blenders, their store space provides a mixture of retail and hospitality opportunities; having grown from a bedroom in Krisi’s mum’s house in Nottingham, Bird & Blend has now evolved to include seven stores across the UK with a global online presence, too.
Watch the video here:
Krisi explains: “We’re very much an omnichannel business. As we’ve grown over the years, it’s been quite a challenge to make sure the service levels are delivered consistently across all our channels.”
Setting them apart from their competition, Bird & Blend is innovative in the way it engages with its customers, especially through their use of store events. Inviting customers into store, Krisi and her team have organised yoga classes, cocktail nights, Valentine’s Day meet and greets, tea blending workshops and prohibition style drinks events.
But with so many innovative customer experiences, how do Bird & Blend maintain personality and a customer-centric focus whilst also expanding their store estate? “It’s really important to us that everyone gets the same customer journey,” says Krisi. “We do a lot of training around that with our teams to make sure that everyone gives the same intro to the brand, with the same recommendations and the same experience, but that our team members also have enough freedom to bring their own personalities into the spaces that they work in.”
With a quarterly tea range as well as familiar favourites, Krisi develops their products by taking inspiration from food trends, fashion, travel and also customer suggestions from social media.
“We’re really experienced based in-store,” says Krisi. “The most exciting zone in all of our stores is the tea wall where customers can get down different teas to sample.”
Customers are always encouraged to engage their senses, with team members encouraging customers to smell and taste the teas, offering personal recommendations on how best they prefer to serve them.
Watch Krisi’s video to see more insights into how Bird & Blend approach their store strategy and don’t forget to subscribe to our YouTube channel here to stay up-to-date with our latest video releases.