Bianca Johnston Customer Research

Independent Customer Research Consultant

Shopify

Integrated Campaigns Lead

Senior Market Researcher

LoyaltyOne

Market Research Manager, AIR MILES Reward Program

Market Research Consultant, AIR MILES Reward Program

Market Research Specialist, AIR MILES Reward Program

Espresso

Espresso is  an integrated brand agency that drives media-agnostic thinking in brand strategy, marcom, advertising, and custom technology products.

Account Supervisor

I help you do research right and become a more customer-centric marketer | 🇺🇦 🇨🇦

🤔 Making decisions based on gut rather than data? 
😕 Marketing efforts not giving you the ROI you’d hoped for? 
🤪 Trying to do your own customer research and feeling out of your element? 

Ask any successful marketer and they’ll tell you the key to growth is to know your customers. But from there the advice gets a little…well, fluffy.

I share tactical, no-fluff tips on how to do customer research right, so you can: 

- Uncover customer truths 💡
- Optimize your marketing and content ⚙️
- Drive business growth 📈

I have 13 years’ experience in market research and marketing roles, across industries and customer segments. I’m a big believer in no-BS marketing and love sharing actionable advice on how to do research right so you can quit winging it and start winning! 🚀

Bianca Johnston 🔮✨

The Retail Muse

I inspire you to launch into physical retail and offer advice on how to create magic-moment making experiences that customers love – even if your company is on a shoestring budget, even during this unpredictable period, even if it’s just you and your dream idea right now. 

Through my 3 I Method powered by customer immersion, design sprints, and even a little AI, I help you design IRL-tested store concepts and re-imagined customer experiences fast. So you can just get on with it and grow your business.

Founder, CEO and your Chief Inspiration Officer

Independent Consultant

I create one-of-a-kind immersive innovation workshops and events to help retailers and brands 1) step into the mind of the modern consumer to understand the psychology behind human behaviour 2) gain inspiration from leaders across industries and 3) design more human-centred brand strategies and customer experiences. 

I’ve had the pleasure of designing experiences for attendees from companies such as Tesco, Farfetch, John Lewis, Jo Malone, Arcadia, Net a Porter, Adidas, Vacheron Constantin, Johnson & Johnson, Hammerson, Visa, Cognizant and Piper Private Equity.

Retail Innovation and Customer Experience Strategist

A Selection of Recent Engagements

•	Panel Moderator: "Opportunities on the High Street in 2021," iD Agency, 19th Nov 2020

•	Speaker & Event Founder: "Darwin Goes Shopping: A Retail Provocateurs Debate," Retail Provocateurs, 21st Oct 2020

•	Panel Moderator: "Winning Them Back: The Psychology Behind Retail (Re)Design," PSFK Future of Retail Fest, 30th June 2020 

•	Speaker: "Retail Insights," Threepipe Reply, 19th June 2020 

•	Speaker and Event Designer: "Reopening Retail: What's in Store," Wharton and Kellogg UK Alumni Clubs, 2020 

•	Panel Moderator: “Creative Innovation in RetailTech and FashTech,” London & Partners, 2019

•	Panel Moderator: “Evolution of Retail: Exploring the Changing Face of Retail Today,” Adyen’s Annual Retail Event, 2018. [230 attendees from UK brands, retailers and tech companies.]

•	Panellist: “Will Physical Stores Die Out?” Ecommerce Club & Future of Retail, 2018

•	Seminar: “Retail and Consumer Innovation Trends,” Fashion Retail Academy, 2016 [Training course for 100 aspiring leaders from one of UK’s largest chain retailers]

Speaker and Moderator

Accenture

• Designed and launched a Store of the Future concept for millennial consumers called The World of ME, which was visited by over 4,500 industry leaders and emerging brands in London and Singapore. The pop-up took visitors on a customer journey and told a story through 29 emerging products and services. 

• Collaborated with retail, brand and start-up ecosystem to develop and facilitate over 50 retail innovation tours / safaris across London, NYC, Chicago, Milan and Sao Paulo for consumer facing companies.

Senior Manager- Accenture Customer Innovation Network, UK Retail Lead                               

Strategy Senior Consultant (2007-2008), Strategy Manager (2008-2013)

Turner (Turner Broadcasting System, Inc)

Researched and sized gaming opportunity for a cable TV network; identified industry and consumer trends; and summarised the competitive landscape. Used findings to inform and recommend integrated gaming strategy, along with action steps for network’s Strategic Plan.

Strategic Planning MBA Intern

Strategy Business Analyst (2002-2004), Strategy Consultant (2004-2005)  

Thomson Reuters

Equity Research Writer                                                       

I help DTC brands sell more IRL | Retail & CX Strategist | Top Retail Expert 2024 | 🔔 Follow to learn how smart brands are reinventing retail spaces

Do you want to make your mark and grow your business through physical retail and immersive experiences…even if you have no clue where to begin?

That’s where I come in. 👋🏼

I’m on a mission to create a better retail future filled with places, spaces, and experiences that people love. The human-to-human experiences, stories, connections and community that you never forget. 

Through my 3 I’s Method powered by customer immersion, inspiration days and design sprints, I help indie brands design, test and launch concept stores, pop-ups and immersive experiences in days and weeks. Not months or years.

In case you're curious...

HERE'S A BIT ABOUT ME

➾ I'm a Strategist with 15+ years experience advising clients such as Argos, Adidas, Coca-Cola, Unilever, Diageo, Mondelez, Nestle, AB InBev, Tesco, H&M and many more in the areas of customer experience design and disruptive innovation.

➾ I’ve even had a go at launching my own ‘store of the future' pop-up featuring 50+ innovative consumer brands and technologies in London and Singapore. It was invigorating and can’t wait to do more.

➾ I’m always on the hunt for hidden gems in CX and design across the globe.

➾ I’m a Latina female founder who is committed to amplifying new brand voices. 

My journey has taken me on countless adventures, but I've finally landed at my dream destination at the intersection of my passions: helping indie brands create unforgettable experiences. 

It's a privilege to be here, and I'm ready to make magic happen!

GET IN TOUCH TO GROW YOUR BUSINESS 

Whether you’re launching a pop-up for the first time, creating an exclusive events program for your shops, or re-imagining the current CX in your stores - I’m here to help. 

DM or email me to book a no-pressure consultation.
Email: sandy@retailmuse.com

And if you’re craving some inspiration for your vision board…

FOLLOW ME here for design ideas, CX tips, and founder stories.

taplio

The Battle

Bianca Johnston 🔮✨

Sandy Hernandez I The Retail Muse

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