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.
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.
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.”
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.”
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.”
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.
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.”
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.
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.
There are a variety of factors that make the perfect custom suit: Fit, color, texture, lapel style and much more. Alton Lane leverages consumer data to better understand customer preferences and provide stylish, high-quality suits at affordable prices.
During this episode of TouchPoints TV, Alton Lane Co-Founder and CEO Colin Hunter shares insights regarding how the company uses data to fuel its customization efforts. He also discusses the role that showrooms play in the brand’s customer engagement and loyalty strategies.
The RealReal has seen rapid growth over the past few years, due to consumers’ growing appetite for luxury goods. Recently, the RealReal gave theRetail TouchPointsteam a tour of their new warehouse in Secaucus, NJ. In this episode of TouchPoints TV, Natalie Seufferlein, spokesperson for the RealReal, discusses the company’s growth, plans for the new facility and how the company will get front-and-center during the holiday season.