Topman Concierge App
Taking Personal Shopping to 360,000 Global Customers.
WELCOME TO RETAIL INNOVATION.
How do connect to a hyper-busy target audience and turn them into customers? You take the store to them. Introducing our Personal Shopping Solution #TopmanConciergeApp for the Topshop Group.
Personal Shopping Bookings for Topman was declining due to a busy schedule of young professional men. When in-store, they utilised the service but getting them there was a challenge. They wanted the service but hated having to come in-store.
Expand the Topman Personal Shopping service by giving this busy customer access to a digital store app. This gives customers access to 24/7 Real-Time convenience of personal shopping style advice.
It works when a customer matches their style to celebs, influencers and style icons. The Topman personal styling team then review and curate looks from the in-store stock to meet the customers brief. The packages are then sent to the customers home for them to try on and choose which ones they want to keep. The remaining package is then picked up and payment is automatically deducted from the customers credit card.
Technology, User-Centered Design, Operational solutions and Data insight was brought together through this solution. After 5 years, global personal shopping app users have grown to 360,000 for Topman Concierge.
By matching style icons with user attributes, Topman gained mass customer data insight for Personal Shopping. This has helped personalise the service even more through user reviews, feedback and using the system, to improve on customer experience design.
Growth in registered users up by 610%. Personal Shopping Sales grew by 4.5% Globally.