How social technologies breed solo shopping – at least in the real world
The days of meeting up with friends and going on a shopping spree are long gone. With so much choice brought about by the increasing number of ecommerce platforms, retailers introducing more ranges online, and the growth of social technologies,applications and contactless payment systems, serious shoppers have drifted from the pack and prefer to go it alone.
Today, if you ask – “does my bum look book in this?” – you’re more likely to be ‘BBMing’ a picture to your friends, getting ‘liked’ on Facebook, or checking out real-time personal shopping apps than asking a friend who is actually shopping with you. That’s because any opportunity can be a purchasing opportunity. Whether you’re on your smartphone, visiting a supermarket or perusing Facebook, the opportunity to buy and price-check a range of goods in real-time is at your fingertips making it even harder for traditional retailers to make that initial sell, cross-sell, and most importantly getting customers into stores.
We’ve heard more regularly over recent months about the decline of the high-street and the future need for physical stores continues to be questioned. In recent years online fashion retailers such as ASOS and Net-A-Porter have done a good job of removing what some would describe as the stressful in-store experience and have brought the changing room right into your home – all of which has been done seamlessly, particularly when returning items. This in turn has made retailers think more strategically about the in-store experience and customer service they want to provide for shoppers in order to differentiate from online.
The most valuable part of any fashion store is the window display and the right-hand side of the shop as you walk in as it is what draws people in. These areas need to be stocked with bestsellers, new lines, adverts, packaging and items promoted in the press. Generally anything visible from the front of the shop should be high profit or popular items, and presented in an exclusive fashion so if your size is out it will bring out the animal instinct in you to hunt it down until it’s yours.
Highstreet retailers such as Topshop have also done a lot in recent years to try and keep shoppers in stores for as long as possible by offering different services. In the flagship store on Oxford Street, for example, you can now visit the nail bar, blow-dry salon, have your eyebrows threaded, grab a coffee and buy sweets while also doing your shopping.
Customer service as always continues to be high priority for both stores that sell on commission and those that don’t. If sales assistants don’t say “hello” to customers who walk into stores like Reiss, Whistles and Hobbs, they’re likely to be pulled up for it. A recent and indeed very irregular visit to River Island, ahem, saw six different sales assistants approach me to ask how my day was going in literally under two minutes of entering. The need to appear helpful and make intelligent cross-sell recommendations is indeed a valuable differentiator compared to online, particularly when the customer feels they are getting that little bit extra when it comes to service.
Personally, from a serious shopper’s perspective, cool mobile apps are great for quick viewing, but online doesn’t have the same buzz for me that walking into a store does. Nothing beats seeing a sea of colours, fabrics, textures, coordinating items and ‘store models’ in real life. Obviously there are exceptions. However, as much as I enjoy the experience of walking into a store, shopping alone is definitely more suited to my patience levels. I’m also quite happy to BBM a picture to my friends and get their opinion that way rather than having them waiting around for me on the other side of a dressing room curtain.