As retailers we all want to tailor our services to individual customer needs, and so every retailer comes up with distinctive services like the personal shopper, price guarantees and whatever else. The customer can then either go online, to the physical store, or have a mix of both (Check & Reserve, Click & Collect). But how do I tell my customers? And, more importantly, when and where?
To test this, Kega developed an omnichannel service strategy and POS materials for the concept store of Belgian fashion chain E5.
The first step was to ensure all services in the customer journey phase were weighed and mapped out to determine the most relevant message. Then the messages themselves were prioritised. The aim here was to find practical solutions within the existing store facilities and layout, resulting in completely new testing materials for the E5 concept store. Now it’s a question of optimising these materials based on practical experience and we’re ready to spread the omnichannel story to all E5 customers.
Do you want to know more about this project, contact Erica Twigt, +31 252 750275 or email erica.twigt@kega.nl.
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