|
designer, preservationist, or consul- they're interacting with the cus- Burnes Consulting.
<br /> tant valued" tomers, and they know a lot about "If the only thing that we leave
<br /> • What's the best way to deter- what people want. I think it's a on the table for consumers to make
<br /> 4 mine what the customer wants matter of mining that infolivation, their decision by is price, then they
<br /> downtown? and using it to your best advantage." will choose price first"
<br /> "Mom and pop retailers tend to An independent retailer can tilt
<br /> be a lot closer to their customers Destination shopping trumps the scale with exceptional service,
<br /> than the big corporate people," Gann cut-rate prices and a downtown can tilt it even fur-
<br /> says.They are your best source of "Consumers today are interest- ther with an exciting retail and
<br /> intelligence about the local market. ed in a lot of things when they restaurant mix and people-watch-
<br /> "If they're behind the counter, buy, but it's not always price first," ing scene, Burnes says.
<br /> or have a few employees who are, says Kent Burnes, president of "As an independent [retailer],
<br /> Leading lifestyle center points to time-saving services
<br /> High-touch service amenities is an area lifestyle In a special election this month, Glendale voters
<br /> centers excel in, and it's an area many downtowns are being asked to endorse a 15.5-acre rezoning of
<br /> might do well to emulate. downtown from a central business district zone to a
<br /> •For example, The Grove, a lifestyle center adja Glendale Town Center-specific plan. Like The Grove,
<br /> cent to the Farmers Market in the Fairfax district of the Glendale Town Center would also feature a con
<br /> Los Angeles, CA(pop. 3.7 million), features a full cierge service and valet parking.
<br /> service concierge service rated best of 10 reviewed "People, more than anything today, need time,"
<br /> nationwide in an article in The Wa/l Street Journal, Caruso says in a Los Angeles Times Q&A article
<br /> "Battle of the Concierges" (August 30, 2002). (January 1, 2004). "So the more services we can
<br /> provide to give back time to them gives us an
<br /> The concierge service outshined even that of r •.
<br /> advantage from a business standpoint." ,Y,
<br /> top hotels and is a hit with customers as well as �,
<br /> CID
<br /> � , ,, ,9 ; .r , ,rte,. �.. .r�...---
<br /> mall businesses. Last year, The Grove attracted
<br /> more visitors than Disneyland, and it has a visitor to , T
<br /> customer conversion rate of 92 percent, compared
<br /> to 50 percent in indoor malls, its developer claims. 4 `� ,'
<br /> i
<br /> The Pittsburgh (PA, pop. 334,600)Downtown F
<br /> Partnership,which offers a concierge service for dining i ;",
<br /> and parking reservations, must be doing its "Market t '
<br /> Street" homework. Similarly, a concierge service is ( ;
<br /> offered by local merchants to time-pressed commuters
<br /> at the downtown train station of Maplewood, NJ (pop. j ;w ® � I
<br /> 23,870, see article, page 7). 1
<br /> . is
<br /> Another Grove service that downtowns
<br /> could adapt mixes high-touch with high-tech: '1 %
<br /> Digital signs on each level of parking at The Grove ;' �
<br /> indicate how many spaces are available, observes ;r; r
<br /> downtown revitalization consultant and author ' X 15 ii.
<br /> r �'' "
<br /> David Milder. Similar technology eases parking- ���;���" .' : �
<br /> related traffic congestion in the town center of �
<br /> ' t
<br /> Stirling, Scotland (see DIX, July`15, 2002). ' t�
<br /> ..„,,,,..„,,,,,:,:,,,
<br /> Rick Caruso, developer of The Grove, is looking
<br /> to follow his success there with Glendale Town 4 •1
<br /> °'_ s 4
<br /> Center, which is proposed for downtown Glendale, � � � � _
<br /> (41/ CA(pop. 195,000), and slated to include 100 con- A full-service concierge service is offered by The Grove,
<br /> dos and 238 rental apartments along with retail. a lifestyle center in Los Angeles.
<br /> September 1, 2004 Downtown Idea Exchange • www.DowntownDevelopment.com 3
<br />
|