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Keeping the Customer in Focus is Key

BELLEVUE, WA—The quality of the experience is what makes retail a success, said sources in the retail panel at the CREW Network annual convention here last week.

By Natalie Dolce | Updated on October 05, 2015

BELLEVUE, WA—It’s not the number of retail centers that bring success, it’s the quality of the experience, Kemper Freeman Jr. told an audience at the CREW Network annual convention held here late last week. Freeman, the third-generation developer whose Kemper Development Co. has transformed Bellevue into a luxury retail destination, discussed his views on “experiential retail” as part of a panel moderated by Faith Hope Consolo, the chairman of Douglas Elliman. Also joining the panel was Amy Hughes, corporate counsel at Starbucks.

Kemper said his success in crafting a great retail experience is the result of partnering with his merchants, maintaining a long-term approach, and taking a relentless research-based approach to fully understand customer needs. “I think some developers fall in love with the epiphany they had in the shower,” he said.

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