Rethinking the future of retail spaces: Beyond collection of shops, malls need to tailor customer experience

The future of retail includes malls transforming themselves and having standout features, like this rock wall in Kallang Wave Mall that provides a sensory experience for customers, besides providing a selection of stores.
The future of retail includes malls transforming themselves and having standout features, like this rock wall in Kallang Wave Mall that provides a sensory experience for customers, besides providing a selection of stores.ST PHOTO: JASMINE CHOONG
Professor Kapil R. Tuli (far left) and Mr Mark Wee. Mr Wee said: "To get people to come out to the malls, they have to offer something else that is experiential and sensory."
Professor Kapil R. Tuli (left) and Mr Mark Wee. Mr Wee said: "To get people to come out to the malls, they have to offer something else that is experiential and sensory."ST PHOTO: KELVIN CHNG

Beyond collection of shops, malls need to tailor customer experience: Experts

Malls in the near future may need standout features such as a floor-to-ceiling waterfall or a rock-climbing wall, if they want to pull in the crowds.

They can also complement e-commerce by offering shoppers a place to pick up an item they had purchased online, or a place to buy the actual item they saw on a website.

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A version of this article appeared in the print edition of The Straits Times on November 05, 2018, with the headline 'Rethinking the future of retail spaces'. Print Edition | Subscribe