Michael O’Connor
Jewelry stylist to the stars, TV host, and president of Style & Substance
“I love the Apple Store. It is bright, personable and interactive. Whether you are there to buy a product or have a product serviced, you receive the same level of experience. The staff guides you through your visit in the most customer-friendly and efficient manner. The moment you enter the store, an associate greets you and identifies the purpose of your visit, then gets you in front of the right people on staff, expediting the process in a way that makes you feel your time is valued and your patronage appreciated. Along the way, the staff manages expectations and keeps you well-informed. You never feel out on your own. Whenever I am in an Apple Store, I feel entertained, educated and well-taken-care-of.”
Amanda Gizzi
Director of public relations and events, Jewelers of America
“Target might sound like an odd choice. It isn’t flashy, high-end or cutting edge. However, it has accomplished a lot in a noisy big-box-store environment. It has found a niche for itself and has stayed true to its brand. People walk into Target to get milk and walk out with televisions, home furnishings, clothing, and a cart full of other items they didn’t know they ‘needed.’ The app is user-friendly and encourages customers to engage both in and out of the store. Target has successfully developed partnerships with high-end and noteworthy fashion and home décor brands that create buzz and excitement season after season. Most important, the product-mix and inventory turnover keeps customers wanting to come back for more, whatever the more might be.”
Andrea Hansen
Founder, LUXE Intelligence
“I’ve been drawn to non-traditional luxury retail for many years. The arrival of concept stores six to seven years ago was the first public manifestation of what smart retail design did to address a customer interested in luxury but turned off by the boring, traditional retail experience. My favorite is Church Boutique in Los Angeles. The design is fabulous, the merchandising is eclectic and curated, and you feel like someone ‘gets you.’ It’s a rock-and-roll approach to retail that works across all categories presented because the Church team knows its ‘tribe,’ creating an experience from A to Z that speaks to that tribe with coherence and creativity — making customers feel richer, more cultured and fulfilled, by telling unique stories that resonate with their lifestyle preferences.”
Lawrence Hess
Executive director, The Plumb Club
“It’s not one store, but a retail culture that I admire in retailers like the Men’s Wearhouse and Jos. A. Bank. What they have in common is outstanding customer service. Their sales associates know their merchandise and ask the right questions to help you find what you need, not just sell you something. It’s not about pushing products, but finding solutions. When I know what I want, like a pair of jeans, I order it online. When it comes to suits that you need to try on, the experience is as important as the purchase. I also value the post-sale services that the Men’s Warehouse offers. Beyond the one-time fee for tailoring, you get free re-alterations, perfect if your weight fluctuates, and free lifetime pressing at any location, great when you travel.”
Image: non-jewelry retail stores; Apple Store; Target; Men's Wearhouse; Church Boutique in Los Angeles
Article from the Rapaport Magazine - November 2017. To subscribe click here.