Report by Lois Jacobs (below) Chief executive officer
FITCH continued to grow in 2011 and it was a good year for us. Of particular note was our high double-digit revenue increase in North America and the Asia Pacific region. We were pleased to welcome many new clients including Best Buy, Staples and Nickelodeon in the US, Etihad Towers and Wafra Real Estate in the Middle East, Molton Brown and Ann Summers in the UK, and Nestlé and Pepsico in India. We also opened our Delhi office, complementing our Mumbai presence. Best-in-class design wins from Chain Store Age, the VM&RD Retail Awards and the Asia Retail Congress were undoubtedly strong contributors to our success.
We are seeing a more powerful consumer, able to shop where and when they want, possessing better information on price and pedigree, and able to shift comfortably and easily between in-store, online and out-of-store worlds
In 2011, we delivered new store concepts and strategies for leading retailers in local markets including Morrisons in the UK, Sundan in China, Asian Paints in India and Eldorado and Beeline in Russia.
Globally, we continued to leverage our network’s multicultural insight, diverse skill sets and regional deployment to support clients looking for worldwide design consistency. FITCH has been a key partner to Dell in growing its retail presence, with consumers experiencing this previously online-only brand in a variety of retail settings and channels. For Nokia, FITCH was the lead retail experience agency for the biggest new product launch in their history: the Nokia Windows platform. With sustainability central to our design approach, our innovative concept for US homewares retailer Fixtures Living earned two awards for its green credentials in energy and resource efficiencies.
From simple to splintered to seamless retail
Thanks to technology, the way people shop is changing – quickly. We are seeing a more powerful consumer, able to shop where and when they want, possessing better information on price and pedigree, and able to shift comfortably and easily between in-store, online and out-of-store worlds. FITCH is embracing this change by defining new opportunities for retailers and innovating product categories for brand owners. Our New Customer Journey tool joins up the myriad ‘splintered’ touch points and options that digitally-empowered consumers now have. We’ve also identified three universal Shopper Mind States – Dreaming, Exploring and Locating – delivering important new thinking around how consumer behaviour is changing, and how brands and retailers can respond with a seamless ‘in-line’ experience that captures the heads, hearts and hands of the target customer.
This approach is already being used on a number of different client engagements as we go into 2012, which is shaping up to be another busy year.