Retail Reimagined: A Blueprint for Trauma-Informed Customer Experiences
- UNCW Author/Contributor (non-UNCW co-authors, if there are any, appear on document)
- Stacie Waites (Creator)
- Institution
- The University of North Carolina Wilmington (UNCW )
- Web Site: http://library.uncw.edu/
Abstract: Trauma alters consumer behavior, especially in retail spaces. This researchidentifies specific triggers within retail environments that may re-traumatizecustomers, impacting their overall experience. In response, a trauma-informedapproach to retailing is proposed, emphasizing three key principles: 1) Safety,2) Empowerment, Voice & Choice, and 3) Collaboration & Mutuality. The paperprovides actionable recommendations for retailers, such as offering sensory-friendly hours, intentional comfort spaces, and investments in de-escalationtraining. By implementing a trauma-informed approach to retail, companiescan foster stronger connections with their customers while contributing to amore accessible and inclusive retail landscape.
Retail Reimagined: A Blueprint for Trauma-Informed Customer Experiences
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Created on 8/16/2024
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Additional Information
- Publication
- Stevens, J. L.; Waites, Stacie F.; & Hancock, R. (2024, Spring). Retail reimagined: A blueprint for trauma-informed customer experiences. Rutgers Business Review, 9 (1), 6-21.
- Language: English
- Date: 2024
- Keywords
- Customer Experience, Trauma, Retail