Tag Archive for 'department store'

defining the retail user experience

calling customer service

The Retail Chain’s Weakest Link

When I want to enjoy a retail shopping experience, Tampa’s International Mall is a perfect destination that’s just 30-minutes away. There’s an Apple store, a Williams-Sonoma, designer label signature storefronts galore, and the pedestrian traffic is an instant education in current style trends.

Parking outside Nordstrom’s, where both the professional display techniques and downright good food of their in-store restaurant are hard to resist, is convenient.

Holiday shopping always includes a visit to Neiman Marcus for their distinctive American Classic box set dessert sampler featuring a variety of six liquor infused cakes.

This year I noticed a big gap in how I, Shopper A, was interpreted. Nordstrom’s personnel were ready to offer immediate help, but not to the point of smothering. If I’d been looking for something in particular, catching the eye of a sales person would have only needed a glance.

First, be able to answer every question about what you’re selling.

Neiman’s, on the other hand, presented a challenge. Because of a change in packaging I did have questions; the ensuing search for help made me wonder if a set of railroad crossing bells would have been useful, and checkout, achieved only after some few minutes of confusion, caused further annoyance at a process that should be anything but.

Two top-tier stores. Two totally different outcomes. Know your products. Recognize your customers. Create an experience that doesn’t lead to a comparative blog post.




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