Mamas & Papas Retail Director, Marcus Appleton led his team through the transition at the beginning of the first UK lockdown:
“Having worked with Appointedd for two years, we knew that the Personal Shopping service they support is an absolute revenue driver for every single store. We knew we needed to enhance that revenue through our online channels, but we were delighted when our first virtual group event sold out in 15 minutes.”
To hear more from Marcus, and how Mamas & Papas enhanced their in-store revenue via online channels, register for our webinar below:
By drawing inspiration from real life and our retail clients, Appointedd has created a frictionless booking flow for both the customer and the business. Our retail widget:
Adapts to the look and feel of each brand including font, colours, content and images
Captures unlimited number of bookings (hello revenue) and enables you to run multiple appointments at once
Creates a unique Zoom link for every booking, which is automatically sent via confirmation and reminder emails
Generates a 100% conversion rate from booked appointment to paying customer
SpaceNK’s CRM and Loyalty Manager, Hannah Templeman pivoted in-store services to not only meet local Covid-19 restrictions (stores closures) but to continue serving customers virtually:
“Appointedd’s retail widget has helped us to be flexible and to offer meaningful engagement with our customers.”
Drive more revenue while keeping your staff off furlough
Covid-19 has been one of the most disruptive events to impact the retail industry.
Not only have brick-and-mortar stores been forced to close, retail and wholesale staff were the worst hit in terms of furlough – claiming £3.3bn for 1.6m workers.
The retailers who’ve introduced virtual services via Appointedd have given their staff a job to do:
Serve customers from the safety of their own home and as a result, they’re driving revenue via their online channels.
One of our retail clients has seen a 92% surge in orders since using Appointedd’s online booking tools and is hiring 300 people to cope with the demand!
Whether your staff are working from home, your head office, or from a closed store, Appointedd empowers your staff to connect with your customers virtually.
From wherever they are and especially the Smartphone through a PWA
We’ve seen many different operational layouts as to how retailers are running their virtual appointments – whether it’s virtual personal shopping experiences, virtual make-up masterclasses, virtual showroom tours, or virtual VIP events – we’re happy to share more recommendations on this and how you can maximise return from your virtual services.
It’s now or never
Having been here before, we know that it’s not the strongest that survives, it’s those most adaptable to change.
We are reviewing how we can encourage and enable retail businesses to level up their offerings and enhance customer experiences.
Appointedd’s own Leah Hutcheon sat down (virtually of course) with the Retail Director for Mamas & Papas, Marcus Appleton and Go-Instore’s Global Vice President of Sales & Marketing, Roger Sowerbutts, to discuss the changing landscape of retail and what opportunities are available.
So let’s review some of the key points discussed.
Necessity has definitely been established, we’re nearly a year into a pandemic with fluctuating levels of restrictions – locally and globally.
Flexible digital solutions are stepping up to the plate.
Go-Instore found client usage of their virtual retail experience service grew dramatically following lock-down measures.
With a modest number of 15-20 sales associates per brand using the service for their customers pre-lockdown growing to an excess of 2500 per brand.
It’s evident that your retail business needs to be ready to adapt.
There’s also the impact on consumer behaviour to consider.
At Appointedd it’s our business to understand changes in consumer habits in order for us to deliver our scheduling and engagement solutions effectively.
Pandemic and the continuing ripple effect this will have on the retail industry.
But appointment booking and virtual retail experiences aren’t brand new concepts, in fact Appointedd celebrated its 10th birthday this month!
This milestone is absolutely testament to the need for, and longevity of virtual and digital solutions.
Where there’s a will there’s a way.
Supply and demand.
Whatever you want to call it, when your customer has a need to fulfil, you have an opportunity to deliver and grow.
Mamas & Papas, a client of both Appointedd and Go-Instore, is a great example of this.
Having integrated virtual solutions prior to lockdown, Marcus Appleton acknowledges the opportunities that are there for retailers to “embrace digital engagement from a brand perspective, customer experience perspective focusing on operational and commercial”.
How can you level up your retail experiences?
Create immersive experiences. Online video experiences are a great way to create a more human, immersive experience for your customer to still get a sense of your brand without physically being in a store.
Increase customer engagement. Appointment booking for virtual consultations will capture your online customers at the height of interest. Online events and employing brand ambassadors will also engage your customers and enhance your brand awareness.
Expand your geographical presence. Reach and understand new markets without the need for a physical store presence.
Develop customer insights. Use research tools and data to build comprehensive and reliable insights into customer behaviour.
Deliver customer care and support. Deliver in depth and consistent customer support services with touchpoints both before and after purchase.
All of the above and more can be utilised by retail businesses to develop and establish a valuable customer experience outside of bricks and mortar stores.
Take it to the customer and deliver experience, information, transaction and support.
On top of the pure demand for such services we are seeing increased conversion rates.
For example Mamas & Papas have been seeing conversion rates of 45-50% on their virtual appointment services with additional revenue gained through other services offered via their Appointedd retail widget.
At Appointedd we’ve had positive results from a number of clients, with one furniture retailer seeing a 92% surge in orders, subsequently allowing them to also expand their team and recruit 300 team members to meet demand.
Levelling up your retail experiences is no longer an optional upgrade for your business.
In order to future-proof your business for 2021 and beyond, they are essential.
Whereas we’ve previously seen a disparity between bricks and mortar and online offerings, services provided by businesses like Appointedd and Go-Instore can help to close that gap and deliver a seamless omni-channel experience for both the business and the customer.
This is an opportunity for you to deliver your service and engage meaningfully with your customers across all channels.