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Retail TouchPoints is constantly on-the-go, visiting stores and meeting with retail executives in their working environments. The Store Tours section offers a video inside scoop of brands including Walgreens, Uniqlo, Fleur du Mal, Reebok and many more to come. Click back regularly for a look inside the doors of our favorite retail brands.

StoreTours: Pandora Jewelry Unveils New Immersive Store Concept

  • Published in StoreTours

Pandora Jewelry has reimagined the brand experience with a new store concept, but that doesn’t mean it’s straying from its core mission. The jewelry retailer’s heritage lies in “giving a voice to people’s loves,” according to Sid Keswani, Pandora Jewelry’s President of the Americas. “People think of their loves in terms of people, places and passions. It’s so [personal] so we want to bring that individuality to life through the experience.”

After conducting an extensive consumer survey in key markets — including the U.S., Asia and Brazil — Pandora Jewelry went through a brand relaunch focusing primarily on elevating the store experience. The new store concept was officially unveiled at the Garden State Plaza in Paramus, N.J., where Keswani took the Retail TouchPoints team through a guided tour of all its elements.

Because 80% of Pandora Jewelry shoppers begin their buying journey online and 80% ultimately buy in-store, it was “critical” for the retailer to create a consistent experience that was also engaging and interactive. The new store concept is designed to be just that, allowing shoppers to easily build their own bracelets, browse the latest charm collections and see top-selling designs in a curated display case. Shoppers can even personalize charms using a new engraving station in the store.

All store elements can be self-guided or supported by a store associate. However, Keswani noted that “every consumer needs a touch point with our Pandorians. Personal touches are what make Pandora so special.”

Watch our latest Store Tours episode below to get an inside look at the store, as well as extra insights from Keswani. Pandora Jewelry plans to use the holiday season as a learning period for the new store concept, with plans to develop and roll it out to more U.S. stores throughout 2020.


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StoreTours: House Of Showfields CEO Tal Zvi Nathanel

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Combining rotating art installations, multiple brand pop-ups and lots of interactivity, House of Showfields in Manhattan’s NoHo district promotes a spirit of fun and exploration. Products from brands including Boodles Gin, Skura, Easy, Tiger and Creagh are incorporated into visitor interactions with actors encountered along the way. Retail TouchPoints Editor Adam Blair sat down with CEO and Co-founder Tal Zvi Nathanel and got a private tour of the unique — and constantly changing — House of Showfields.

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StoreTours: The First Nordstrom Men’s Store

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In April 2018, Nordstrom opened its first-ever Men’s store on Broadway in New York City, designed specifically for the on-the-go lifestyles of Manhattan-based consumers. The store includes customizable experiences designed to meet shoppers on their terms, such as an interactive digital made-to-measure suit-fitting screen for menswear brand Samuelsohn and a denim tailoring shop in partnership with Levi’s. Additionally, the Men’s location includes fulfillment options such as 24/7 buy online/pick up in-store, reserve online and try in-store and express returns.

In this edition of TouchPoints TV, Retail TouchPoints Senior Editor Glenn Taylor takes a tour of the Men’s store and chats with Shea Jensen, Senior VP of Customer Experience of Nordstrom, about the innovations, customizable experiences and services provided at the store.

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Lunya Creates ‘Bedroom’ Experience In Loungewear Pop-Up

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Responding to the “problem” women encounter when trying to find comfortable around-the-house loungewear, Lunya Founder Ashley Merrill developed a line of clothing that features ultra-comfortable, high-end and washable fabrics and styles. The Lunya line, launched in 2014, is being featured in a NYC holiday pop-up store that is designed to feel like a bedroom. A large video wall changes the setting several times during the day to mimick the different activities women may engage in at home wearing Lunya items — from sleep to work and play.

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Digital Signage Draws Customers Into Madame Tussauds

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StoreTours with: Blaine McCurry, Madame Tussauds New York

Madame Tussauds New York replaced static window displays with Nanolumens digital signage to highlight its diverse offerings and draw more customers into the venue. "Our primary objective is to drive over one million visits annually," explained Blaine McCurry, Communications Manager. "Our prime location here on 42nd Street in Times Square makes It absolutely critical to convert guests from the street. We do see about 30,000 domestic visitors pass by our doors each day, so implementing the Nanolumens digital board in our lobby to communicate the breadth of our experience to drive them in has been critical."

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Bluemercury Focuses On ‘Revolutionary’ and ‘Evolutionary’ Innovation

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StoreTours with: Barry Beck, Founder & COO, Bluemercury

With access to more than two million customer records, Bluemercury used data to launch the proprietary M-61 product line and advance its omnichannel initiatives. Recently acquired by the Macy's organization, Bluemercury has launched four stores-within-a-store at Macy's. Barry Beck, Founder and COO, describes the company's focus on future progress in three segments of revolutionary and evolutionary initiatives: Near-term, next-generation and upstream technology. His advice for other retailers? "One thing every executive has to be concerned about is being 'Ubered' – completely disrupted by technology you weren't aware of."

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Well-Trained Associates Work As B&H Brand Advocates

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StoreTours with: Yossi Fogel, B&H Photo Video Pro-Audio

Yossi Fogel explains why so many employees remain with the company for many years. More than 300 people work as sales associates in the store. "It is a career for most people. They enjoy what they do." Standing in front of the interactive kiosk section, designed to provide product education, Fogel notes that "none of these people in the kiosks are making sales."

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The Importance Of Keeping Customer Service In-House At B&H Photo

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StoreTours with: Moshe Leeds, B&H Photo Video Pro-Audio

Moshe Leeds discusses the importance of keeping the call center in-house at B&H. "We call ourselves 'The Professional Source' because that is what we are. When a customer calls us they are not just speaking to an order taker." Training is an ongoing process for B&H employees, who work on the store floor as well as in the call center.

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Putting The Customer At The Center Of The Shopping Experience

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StoreTours with: Henry Posner, B&H Photo Video Pro-Audio

Henry Posner talks about customer service initiatives and social strategies at B&H, which allow employees to share their insights and feedback openly. "We expect our employees to exhibit a certain amount of maturity" when it comes to social media. When it comes to customer relationships, "We're about personalizing the exchange and maintaining a cordial relationship with the customer. We have a staff that is exclusively devoted to our live chat environment."

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It's Never Too Late To Become Omnichannel

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StoreTours with: Anthony Qaiyum, Merz Apothecary

140-year-old Merz Apothecary is experiencing a renaissance in the last several years, after moving forward with new initiatives to become an omnichannel brand. Launched as a store and catalog business selling unique, global health and beauty products, catalog sales eventually fizzled out. Current President Anthony Qaiyum then launched the business' Smallflower.com web site and a mobile site, and has never looked back. With the help of Celerant Technology, Merz is improving its brand presence and boosting sales via new channels.

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Shoes Of Prey Brings Customization To The Store

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StoreTours with: Jodie Fox, Co-Founder of Shoes of Prey

When shopping for shoes, consumers are often limited to the styles and colors that are available online or in a store. However, it is undeniable that each consumer has her own unique set of preferences. Shoes of Prey was created to help consumers craft their ideal pair of shoes, and have them delivered right to their doorstep. During this episode of StoreTours, ShoesofPrey Co-Founder Jodie Fox gives Retail TouchPoints an exclusive look at its new interactive experience in the Nordstrom at Garden State Plaza.

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