Faire’s Post

How much does appearance matter in retail CX? The photo below shows a shop front of a major UK high street and online brand, on my nearest high street. The windows have grill security shutters in, and there are no products on display. The internal lighting is so dim to the point where you can’t really tell it’s on. Yet, this isn’t the shop front of a store that’s closed or closing down. This is the shop front and windows of a store that’s open and trading and faces strong competition from other local independent chemists/ pharmacies and another high street chain just a few doors down which sells cosmetics and shampoos etc. Store footfall has reportedly fallen as not only is the shop front not vibrant and welcoming, but the in store displays are also poor with empty boxes being displayed instead of the boxes containing actual products. Allegedly that’s due to shoplifting… The local independents and other chain haven’t taken this approach though and remain busy, which suggests this putting up security shutters all day and removing products from packaging was the wrong solution. With reducing sales, staff numbers and security have been cut so it takes an age to get served. It’s no longer a store I visit as the CX is so poor, but I fear that this once loved high street brand is going to leave a large empty unit on a bustling high street. Would you shop in a store that feels like it’s closed and doesn’t trust its customers?

Well this is interesting.... This morning it was reported that Marks and Spencer are going to install self-checkouts in the changing rooms of all 180 clothing stores. The key driver behind this? Continuous development of the in-store customer experience. Why should we queue once for the changing room, only to queue again at the till? I think this is a really novel approach to address common pain points such as queue length & time. However, as outlined very early in the comments, many see an immediate risk of theft increasing substantially if these were introduced. I am not so sure... 🤔 Would the fact of a self-checkout make the average person ponder about stealing clothes? Yes, I am directly asking YOU! (comment below if you're brave enough to admit 😜 ) By the accurate and visible tracking of stock losses and inventory measures (which I am sure there is already at M&S) I see no reason why this should not be trialed as an initiative with minimum impact. The areas that jump out at me as having a bigger impact would be the productivity of the stores and the impact to their operations being detrimental on a wider scale. ❓ For instance, whilst the queues at the main checkouts may be shorter, are the changing room queues now exceptionally long? ❓ With the staff needing to refocus activities around the changing room to accommodate these new processes, are the costs per sale now higher, eating into their margin? 👏 M&S should be applauded for taking a chance on an initiative that is driven so strongly by improving customer experience. Lets just see how it goes! But what do you think? Can you see this catching on? Or will it be a free-for-all for opportunist shoplifters? #retail #retailnews #selfcheckout #theft #retailtheft #storeoperations #customerexperience #instoreexperience #squaregoose

The closure of Imaginarium stores highlights the critical lesson in retail business: simply having visually appealing stores and creatively designed products is insufficient for sustained success https://lnkd.in/dk3Byv3s

I learned something unexpected at Høyer Bergen visiting Benjamin Swärd Axe last week. I was there to see how they were using our SaaS Platform for managing returns, claims, tailoring, recycling, etc., but the real insights turned out to be: ✔ How well Benjamin cares for his employees, and how that affects the above ✔ How important mindset and time management was for his staff to deliver star-quality customer service ❤️ How proud he was to see his former employee Ingvild Auestad M. co-found soeasly with lessons learned from this very shop Sure, Høyer Bergen has a majestic building in a prime location. But this alone does not guarantee a top performing #HighEndFashion retailer. The tour we were given revealed how their attention to detail was on another level; how considerate merchandising was integrated into the different brand displays and departments; how much thought went into supporting and empowering their people. Meeting Simen Amundsen was the final icing on the cake. No doubt his attitude and experience made him into the professional he is today, he even displayed his attention to details by how he had installed their POS iPad to make seamless use of our application: 💡  His clever setup of the POS iPad on a rotating stand, allowing customers to verify information effortlessly was a simple yet brilliant #ShopFloor hack—definitely one to copy. Thanks Lene for taking me on tour. I’m eager to hear more shop floor hacks from others in the field!! #FashionTech #RetailInnovation #DigitalTransformation #CustomerExperience

🛍️ The Future of Retail: M&S Introduces Self-Service Checkouts in Fitting Rooms! As a Marketing Consultant, I strongly believe that enhancing customer experience is vital in today’s retail landscape. M&S’s initiative to implement self-service checkouts in fitting rooms addresses a major pain point—constantly queuing! I’ve often left stores in frustration when faced with waits, and this move is a great example of retail pushing the boundaries of innovation. The in-store experience should complement the online shopping journey, not compete with it. When customers walk into a store, they expect something they can’t get online—perhaps that human interaction or a tactile experience. While self-service checkouts can streamline processes, I can’t help but wonder: Are we losing those vital human connections? There will undoubtedly be learnings and mixed reactions to this shift, but I appreciate M&S's approach, as long as there are trained, experienced colleagues available to engage with customers. Retail must evolve to enhance the shopper's journey while still providing the personal touch that sets it apart from online experiences. Exciting times ahead for M&S and the retail industry! #RetailInnovation #CustomerExperience #MarksAndSpencer #SelfServiceCheckouts #InStoreExperience https://lnkd.in/eRMCTNah

“Great service is what creates loyal customers.” - Scott Tannen CEO of Boll & Branch Successful post-pandemic retailers are returning to the basics to maneuver in a digital age. While retailers continue to use the pop up medium to test markets, launch products and meet new customers, gimmicky attempts to woo consumers through doors is losing their luster. While “instagrammable” spaces are fun, retail experiments are prioritizing serving customers versus offering a playground with friends. Converse opened a holiday pop up in Boston where customers could design a complete personalized shoe and take it home. Kendra Scott has a pop up in Laredo, TX that allows customers to experience its Color Bar just like permanent stores to offered a tailored experience. nuuds opened a seasonal store in Los Angeles and offers guests personal shopping services to find exactly the right fit for their personality. An article in Fast Company details what other retailers are doing to differentiate themselves in a cluttered retail market and serve customers. #popup #popupstore #popupshop #retailrealestate #retail #marketing #gpretales https://lnkd.in/gvW-_HSE

Really pleased to read how independent department stores are taking steps to make themselves even more relevant to existing (and new) customers. I remember reading an article not so long ago where the author cited department stores as losing their relevance yet this one clearly suggests otherwise and long may that continue. Don’t you just love Retail for its ability to continually innovate, reinvent itself and remain relevant to customers old and new? #departmentstore #bricksandmortarretail #customerexperience

While India may not boast traditional luxury department stores akin to those in Europe and the USA, independent boutiques such as Le Mill Pvt Ltd and AISPI were the first few stores to ride this wave of change. How do you see the Indian Luxury landscape evolving in the next 10 years? #fashion #apparel #design #india #luxuryretail

🚀 Just published in INSTORE Magazine! Learn how to maximize profits by cutting costs effectively in your retail business. 💰 Here are 5 game-changing tips you can implement today: 📦 Reimagine your packaging strategy to save up to 50% on expenses. Discover how a simple switch in suppliers can lead to significant savings. 🛍️ Get insights from fellow retailers via Facebook groups to optimize your displays and stay ahead of industry trends. 💡 Adaptability is key! Learn how versatile display inserts can streamline inventory changes without breaking the bank. ☕ Explore cost-effective options for team and customer amenities, from bulk buys at Costco to local delivery services. 🎉 Slash event expenses by negotiating with vendors and leveraging partnerships for mutual benefit. Ready to take your retail game to the next level? Dive into the full article now for my tips on maximizing profitability while minimizing costs! #megantellsall #RetailSuccess #CostCuttingTips #ProfitMaximization 🌟🛒 https://lnkd.in/dbMik4ca

Exciting developments in the retail world! Party City is revolutionizing its store format by highlighting two key categories: balloons and birthdays. Drawing on the success observed in pilot stores, the party supplies giant is set to unveil this new format in multiple locations nationwide within the first half of the year. Notably, the redesigned layout promises a revamped balloon shopping experience, offering customers seamless access to Party City's extensive balloon assortment via a dedicated service area. At BrandPoint Services, we recognize the critical role that store layout plays in the success of retail businesses. A well-designed layout can enhance customer experience, optimize operational efficiency, and ultimately drive sales. If you're interested in learning more about this exciting article and how it reflects our commitment to innovative retail solutions, https://lnkd.in/esVbcMfV Let's explore how we can help elevate your retail environment and drive success together! #RetailInnovation #StoreLayout #BrandPointServices #CustomerExperience #PartyCity