What goes well with what? What works on my body? How can I style my favourite trousers? Personal shopping online guides our most loyal customers through the style jungle. The concept has been an immediate success – and will soon be moving into our physical stores.
In a recent e-mail, we offered our most loyal Swedish customers the chance to book in some personal shopping online through our Customer Experience Support. 70 customers jumped at the chance, and filled in a questionnaire to give us an idea of things like their size, body shape and style. They then booked an appointment with our online personal shoppers.
“Our new Loyalty Member Service team have been trained in everything from styling and body shape to sustainability, in order to offer meaningful guidance in the personal shopping session,” reveals Kristin Bohman, manager of Customer Experience Support.
Three outfit suggestions
Prior to each personal shopping session, the Loyalty Member Service team put together three full outfit suggestions based on the responses in the customer’s questionnaire. Working from those three outfit suggestions, the customer is then offered further guidance through our Shop Online over the phone.
“Many people feel more comfortable in front of a computer at home than in a physical store. They can sit in the comfort of their own home, look at suggestions and get ideas of what might suit them, then have the garments delivered to their home or to a store for collection,” says Bohman.
The service has only been up and running a few days, but it can already be called a success.
“The customers bought several pieces of clothing each and were extremely content with the service,” says Bohman.
Expanding the service
The service is currently only available through Shop Online, but this autumn personal shopping will be moving into our physical stores in Sweden. One employee in each store will have personal shopping training, so that they can offer customers personal style consultations. By the middle of November the service will be available in all of our Swedish stores.
“Online we initially offered the service to our most loyal customers, and in stores our customer club members will be able to book in for personal shopping sessions,” says Bohman.
In time, the aim is to be able to offer personal shopping in every market.
Our Loyalty Member Service team are our online personal shoppers: Sally, Sarah, Anna and Helena.
Posted by Annakarin Thelin
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