Category: Reflections

The High Street’s Great Sort Out

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And lo – the “experience economy” has caught up with yet another legacy brand.

154 stores is a lot of lost jobs – over 1000 of them. And none of what I am about to say is a reflection on those people who are now faced with redundancy and difficulty. None of this is down to the rank and file, public facing teams in shops across the country.

The news that Claire’s is shutting its standalone stores feels like the end of an era, but it is also an example of something we’ve been watching in slow motion for a decade.

When I moved to the UK in 2012, the high street was already beginning to fracture and the pattern continues today – shops that sell things you can buy cheaper and faster via your phone are closing, while shops offering experiences – services that involve a human touch, purchases supported by expert advice, or a bit of “story behind the sale”—are finding a footing and a following.

The shift from commodity to community

There are some retail shops that manage the shifting from “pure commodity” to “commodity+community.” – usually specialty shops where that expert advice I mentioned come into play or where they offer a service on top of retail. Locally, some examples of that are:

  • Weird Creatures (who have likely forgotten more than I will ever know about reptiles and their needs)
  • The Artery (who, in addition to art classes and demonstrations, translate art supply labels for the less artistically inclined among us with real panache)
  • Good Game (where the obvious experience is playing games but they also introduce people to new games and host themed events
  • Abraxas Cookshop (where I got fabulous advice during a discussion on spice grinders that Amazon would never have provided)

And the fact that cafes, barbers and salons are full every weekend speaks for itself. Some people may moan about them but far more people are out there using and enjoying them.

Claire’s occupied a precarious middle ground. They sold accessories (commodity) and offered ear piercing (experience). But when the commodity side of the business can be replaced by a scroll and click with next-day delivery, the “experience” has to be extraordinary to keep the lights on. And ear piercing just wasn’t enough to offset the impact of Amazon, Temu and Shein.

And that doesn’t even take into account that the teens and pre-teens that made up their traditional audience are very much NOT the teens and pre-teens of yore. But I digress. That’s another topic for another day. Back to experience economy.

Prioritising “moments” over “stuff.”

According to PwC’s 2024 analysis, leisure and experience-based categories have dominated growth, accounting for 5 of the top 9 growth categories on the high street. Consumers are prioritising “moments” over “stuff.”

Barclays’ 2024 Consumer Spend report highlighted that while essential spending slowed, “non-essential” spending on “little luxuries”—like health, beauty (manicures, hair cuts), and mood-boosting treats (a coffee and a bit of cake) —rose by 1.9% (Barclays, 2025). We still want to treat ourselves, but we want the interaction that comes with it.

We want the advice from the pet store owner, the smell of the bakery, the local story behind the brunch, or the expertise of a specialist art shop.

The shops surviving this shift are the ones that realise they aren’t just selling a product; they’re selling a reason to leave the house. If you can buy it in your pyjamas, you probably will. But you can’t download a haircut, and you certainly can’t get the “story behind the plate” from an algorithm.

The surprise isn’t that Claire’s is closing. The surprise is that in an age of conscious consumerism and the “experience economy,” it took this long.

Workplace Collaboration: A Challenge or Triumph?

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With a few notable exceptions, more gets done when people work together. Except for the control freaks among us (and we all know at least one), we all know that collaboration can boost productivity. If we didn’t know it, consultants tell us all the time, using phrases like ‘teams in harmony,’ ‘working on internal synergies’, etc. All that jargon-y mumbo jumbo.

So, we know it. Consultants know it. Even the control freaks know it despite being possibly uncomfortable with it. So why is collaboration often such hard work, or so difficult to get right? Well, there are a few common obstacles you’ll find in all sorts of workplaces.

graphic of a team working in collaboration Continue reading “Workplace Collaboration: A Challenge or Triumph?” →

What Is Happening With Hashtags?

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In a SHOCKING bucking of expected trends, I am not posting about Threads (which I imagine will get enough bandwidth today without my adding to it).

So no. Today I am posting about hashtags. Because more and more, I am coming to the conclusion that they don’t matter… or at least they don’t matter as much as they are generally assumed to.

Perhaps it’s evolutionary. Perhaps they mattered more before but they’ve become just a way to ensure I can find my own things in the future. If, for example, I want to do a round-up of an event I was doing live socials for or a monthly wrap-up…

But between posts with 30-40 hashtags and hashtags so broad in scope there is no telling what following it will turn up, they are becoming less useful as a discovery tool.

I admit this is just a feeling with a bit of my own anecdotal data from looking at socials with and without hashtags.

Does anyone else feel this way or see signs of this being the case?

6 Ways of Dealing with Unwanted Gifts

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We all know it’s the thought that counts but let’s face facts. It doesn’t always make sense to keep everyone’s ‘thoughtfulness.’ It may duplicate something you have, be utterly opposed to your taste or lifestyle. Or it may – the truth hurts – be utter crap. So, what do you do after you smile sweetly and say thank you?

RETURN IT

Grab the cash and run. When people suspect that their gift may not be exactly what the recipient wants, they quite helpfully and cheerfully announce, “And I’ve included to receipt in case you want to return it.” I love those people. If you don’t have the receipt but would still like to return the gift for credit or cash, ask the gift-giver if they still have the receipt or proof of purchase. Yes, it can be awkward but you can always tell a little white lie.

  • Try this white lie/mild boast combo: I have never seen a t-shirt quite like it! Sadly, I’ve lost so much weight recently, I’ll need to swap it for another size. Do you have the receipt?“
  • Or distract them with TMI, like this: “It’s the MOST adorable novelty alarm clock I have ever seen, honestly! But we’ve had swear off everything with bells because of the cat’s nervous condition – he pees every time the phone rings or the doorbell goes.“)

SELL IT

As the saying goes: One man’s trash is another man’s treasure and no where is there more evidence of this than eBay, Gumtree, boot or yard sale.

DONATE IT

Okay, maybe you and Aunt Edna don’t see eye to eye on cardigans. She thinks you can never have enough and you can barely fight your way through the ones she’s already given you. There’s sure to be a local charity that can get that cardigan (or more of them) to someone who can really use it.

RE-GIFT IT

Pun-tastic fridge magnets are not everyone’s thing but they are Cousin Nicky’s so grab a bit of spare wrapping paper (waste not, want not!) and pass along that stupid Secret Santa from the office to someone who will appreciate it. Do NOT do this if you and Cousin Nicky work in the same office. Therein lies re-gifting DISASTER.

SWAP IT

You’ve still got umpteen mince pies in the freezer, more Christmas candy than is safe to keep around once the New Year’s resolutions kick in and a fondue set that you are PRETTY sure your sister-in-law has regifted you. Kill two birds with one stone and have a “Post-Xmas Swap Party.” Invite everyone (except your sister-in-law) to bring unwanted to gifts and any holiday decorations, snacks or the like – and get to swapping.

RE-PURPOSE IT

How many coffee mugs does anyone REALLY need? But a coffee mug isn’t just a coffee mug. It’s a pencil holder. It’s a phone speaker amplifier. Break them up and presto! They are drainage in flower pots. or don’t break them as use them as tiny flower pots.

So don’t just toss the well-meant but slightly misjudged gifts. There are so many ways to keep them from cluttering up the house or ending up in the trash – and to make someone else’s day at the same time.