Pop-up stores allow retailers to wow consumers in small spaces with limited investment, and malls increasingly bring in non-traditional and multicultural retailers to differentiate and enliven their offerings. Platform, a Los Angeles-based shopping center, requires potential tenants to demonstrate the unique experiences they will provide. Nordstrom, meanwhile, has launched Nordstrom Local, a clothing “store” that instead of merchandise, showcases personal stylists, same-day ordering, on-site tailoring, and experiential amenities including manicures and a variety of beverages to relax with.
Fetchr, a delivery service in Dubai, uses your smartphone to determine your location and deliver your goods to wherever you are. Walmart and leading supermarket chains continue to expand their online ordering/in-store pickup options. When on-demand services are available, the customer designates a pickup time, then pulls into stations with kiosks where associates are standing by to load the groceries (some may even have treats on-hand for your kids and furry friends).
Westin Hotels helped lead the way with RunWESTIN™, a New Balance-sponsored program of scenic three- and five-mile running routes available to hotel guests. Lululemon, a yoga clothing specialty retailer, offers yoga classes and running clinics, while Williams-Sonoma provides in-store cooking classes.
Companies like Saks are offering consumers a single point of contact though a new company, Salesfloor.net. In-store associates can recommend and sell their clients products online through a storefront application.
Personal stylists are no longer available only at high-end fashion retailers. Stitch Fix a subscription service (subscriptions are, in fact, optional), it differentiates itself by using data analysis to understand each customer and deliver apparel tailored to his or her personal style.
Best Buy’s Secret To Success
Best Buy have survived in spite of analysts’ predictions that Amazon would eat them for lunch. What’s Best Buy’s secret? According to CEO Hubert Joly, the firm has beat Wall Street’s expectations by matching Amazon’s prices, turning brick & mortar stores into showcases, providing new shipping and delivery options, quietly cutting costs, and training staff to consistently deliver a better customer experience. Every brand and retailer needs to think about the basics as they implement the trend-based strategies presented here. Great tech and people delivering service with passion is a must-have combination for thriving in the experience economy.