Inside the December 2009 issue of Lucky Magazine, I ran across an interesting tidbit about Banana Republic enhancing the shopping experience for customers...Banana Republic Gets AutomatedWhat wonderful features– from quick checkouts to complimentary shipping. I especially like the part where there are in-store computers that you can use to find items.
Lucky Magazine's Shopping Report
December 2009
This mega-retailer is undergoing a 21st-century techno upgrade. By far the coolest additions: fitting-room checkout (done by a sales associate while you change back into your own clothes) and in-store computers that track sold-out items you can buy on the spot and have shipped home for free.
I appreciate the "We'll Find It For You" service J.Crew currently offers, however it is limited: (1) full-price merchandise only, (2) takes a day or two, & (3) not exactly reliable. (The last part I found out the hard way. Even though J.Crew can locate stores with the available item, they won't tell you which ones. Instead they send a request to those stores. It is then up to the individual store's associates to respond to the request on whether or not they have the item. The opportunity to "overlook" the request has happened to me.)
J.Crew maybe you can get on-board with these technological upgrades too! Just a friendly suggestion. :)
Have you experienced any of these features at your local Banana Republic? Do you think J.Crew should consider these upgrades? Are there any other upgrades that you would suggest J.Crew pursue? :)
Oh, I did a we will find it for the gunmetal stardust skirt in a size ten and my on-line personal shopper was very excited to tell me she found it. I really REALLY hope that she actually found it and received confirmation from the store. I had no idea that the store associates could overlook requests. Good info.
ReplyDeleteLove the idea of the features that BR has...very cool. Maybe one day? But I would prefer on-line reviews of items and real measurements per clothing piece way more.
Very interesting what BR is doing. I don't typically shop there but I may need to check it out. The dressing room check out makes me think of an Apple Store.
ReplyDeleteI've only used "We Will Find It" once. They shipped the wrong item. Then I had to return it. Ended up being far more trouble than it was worth so I didn't use it again after that, but I'm glad others have had good experiences with it.
Alexis, I'm loving how you're finding all these interesting articles. You should work for WWD or some other type of retail journalism, you're becoming a pro!
- giving the customer access to track the item via in-store computer (w/free shipping to boot): Check!
ReplyDelete- garment measurements made available online along w/customer reviews: Check!
- fitting room check-out: uh, not so sure about this one. I'd have to experience it first.
Thanks for the post Alexis!!
DinaGideon: Congrats on your stardust skirt! :) I would also love to see your suggestion, for customer reviews, to be incorporated. I love how other e-commerce sites like Anthropologie use them.
ReplyDeleteLaura: So sorry to hear about the WWFI experience. That is awful! :( Also, thanks for the nice words. :)
IRL: Love the measurements suggestion! That should definitely be included on the item's online page. Especially since J.Crew already has those measurements. Why not include them online? :)
jcrew doesn't give a rats a$$ (notice the $$'S, becau$e that'$ all they care about, their bottom line) about making change$.
ReplyDeleteIt's not so much about brand loyalty as it is about squeezing every last penny out of your hardworking hands.
Is it me or has their whole team developed this rotten, grinch-like attitude? I'm sorry, but is unemployment a better option for some?
One of the best features I think a store can offer is a customer product review.
ReplyDeleteI love this feature. When I buy shoes from Piperlime (Gap Co.) this is my goto guide. I have never been disappoineted with my purchases when looking reviewing the ratings from other customers.
Hopefully all apparel stores will add this feature in the future.
Studies of marketing strategies do show that SPEED in getting the customer in and out does not increase either the satisfaction of customers, the amount they buy, or whether they return.
ReplyDeleteMany of us shop in B&Ms because we enjoy the experience--and when we're in a rush, we go on-line.
Having a sales associate ready to speed you through the purchase, while you are changing, is a little like dining in a lovely restaurant, while the wait-person is lingering, hoping to clear the table. Does not enhance the meal.
Even though I study a lot about what we know about marketing strategies in stores, I wouldn't dream of telling J.Crew what to change; there are too many variables I do not know. Our point-of-view as shoppers is always a bit impaired—with a corresponding WIDE variety of individual preferences that will not reflect J.Crew's goals.
You're right! Product review is so helpful. I always read the reviews of products on websites regarding fit and other characteristics before buying. Even Old Navy offers this to consumers. J. Crew should do the same!
ReplyDeletePS I love your blog.
My not-so-local Banana Republic is a pretty unpleasant place to shop. The racks are CRAMMED with clothes, so that you can't see any particular piece, the salespeople pretty much ignore you, and, well. . . after shopping at J. Crew, their stuff mostly looks cheap and puckery.
ReplyDeleteno contest for me.
A product review option would be AMAZING. However, I have a feeling that j.crew doesn't have this option on purpose...they would get some not-so-rave reviews on *certain* items, and they know it!
ReplyDeleteI haven't been to BR in a while, but will have to stop by and check one out soon! Kudos to them!
Professor: You raised some great points. However, I respectfully disagree with some points made. :)
ReplyDeleteIn regards to dressing room checkout, you refer to speed. I believe it is convenience that BR is choosing to offer it. For example, it is more convenient to check out at the dressing room than waiting in a long line at the cash register. (I know from personal experience, that if the line is too long and I am not that interested in the item I am buying, I will walk away.)
Also, about customers offering suggestions to J.Crew about what to change... I agree that not all customers' suggestions are the same (e.g. some are valuable, some are worthless). However, researcher Von Hippel has made a career around "lead user" innovation. Moreover, thanks to customers' input & suggestions, organizations like 3M and Procter & Gamble have been able to use that valuable insight to create commercially successful innovations. (I could go on, but it just gets boring from here.)
Lastly, I think J.Crew does want our feedback, (by "our" I mean, all of their customers, not just JCAs) as they have that {annoying} pop-up "customer feedback" survey on their website for just that purpose. :)
Great discussion! :)
I love the idea of BR's new check out option. Wow. Would love a speedy check out experience. Esp. with children in tow...this could make a world of difference!!!! I agree with you Alexis, a long line has made me leave an item more than once in many a store!
ReplyDeleteBoden has great customer reviews and all their clothing's measurements online. I find it SUPER useful. I LOVE it and hope others store do it too someday.
Thanks for this post. It makes me really want to shop BR more. Way to go for trying new things:)
Another thing that I would like to see J. Crew implement that BR and Ann Taylor already do is too send an email confirming that a return has been processed. A small change, but currently J. Crew only does this when the return payment includes a gift card.
ReplyDeletePS
ReplyDeleteI have had 2 bad experiences with the WWFind It as well.
Overcharging me for an item.
Getting a different item sent to me...I got someones jacket and they got my top! So we had to switch. What a pain.
If you email anthropologie they will respond same day with the stores that have the item you are looking for. It's up to you to find the phone numbers and call around. The store will then ship to you. This works for me. They don't care if it's on sale or not. I think that restriction is silly. Do you want to sell it or not? Do you want to please your customers or not?
ReplyDeleteI have to say that Banana has lost me completely. I don't bother to check there anymore. Their style is odd now. Gap is overpriced for what it is. Strangely, a store I never shopped at before, Old Navy, has started to carry super cheap basics in great colors. It's not the best quality but you get value for what you pay. I have promo codes for gap and Old Navy (ON ends today) if anyone wants them.
ReplyDeleteAlexis, I'd start with a reasonable wish for JCrew- let's hope their website keeps working this year? ;)
ReplyDeleteI don't have to remind you of the good old times of website being down for hours at a time during promotions or website product pictures looking all weird etc.?
haha, JCrew just keep your website working and give us free shipping with no minimum purchase at least twice a year please? Other retailers are doing it much more often, I promise :)
SanFranciscoCA: You do have a point! I do remember those weeks where the website was down. ;)
ReplyDeleteI also think some of the suggestions made here (e.g. item measurements, user reviews) are really good ones. Although J.Crew cannot implement them all, I think it would be smart of J.Crew to at least consider them. :)
Alexis: I agree the speed of checkout is often the determining factor for me whether I purchase or not. Recently I went into a very popular store that is so busy it is hard to move around, and they have long check out lines, the store has adopted a 5 min no wait rule policy for checking out. The store had 4 cashiers on cash I got through the long lineup in less than 3 min. I was impressed with this policy and plan to return again this Holiday season.
ReplyDeleteAppGal: So true they do not have the reviews for a reason, I would like to see it.
I'm meh on the dressing room check-out thing, unless the store is horrendously crowded. But I love that they'll hunt down an item and ship it to you for free. If that holds true on even marked down items, then they're definitely beating JCrew on that front. Plus, BR's shipping fees are way more reasonable.
ReplyDeleteI do wish I was more excited about their clothes overall. But perks like this will get me in the store.
I respectfully disagree also, Professor.I think having garment measurements and product reviews would get universal thumbs up from consumers. The only entity that I can figure that would not benefit from such is of course J. Crew. I buy a lot of kids clothes from Boden, and I the reviews have saved me so much trouble as far as returning for another size, how well made the garment is and even how the colors pair with others.
ReplyDeleteSome of my wish that JC would implement:
ReplyDelete- If the item is sold out at my B&M they can locate the item within my area and an option to send it out free of charge for JC CC holders.
I found it tremendously helpful when BR/GAP/ON told me which stores had how many in stock and offered to have it on hold for me.
- Product reviews by customers are helpful considering how a lot of sizes are all over the place. Especially with shoes.
- Email confirmation when items are returned by mail.
But who am I kidding? With the popularity JC has gained in recent times Mickey would not spend the $$ to make shopping experience better for his customers.
Great post!
ReplyDeleteI would LOVE speed checkout from the dressing room. Especially moms with kids in tow but even if you don't have kids, who likes to wait in line?
Also, it would be so helpful to have the measurements of the garments online. I have to email J Crew frequently to get them. Title Nine does a great job with listing its garment measurements.
Besides all the great suggestions made here, one thing I'd
ReplyDeleteLOVE to see is price consistency. It's so frustrating that things are sometimes radically different prices on-line and in-stores. I understand some specials--like 30% all knits/outerwear/etc.--can only be one or the other, but if something is permanently marked down on the site, it should be at the same price in the store as well, and vice versa.
For instance, I think it's RIDICULOUS that the cords are $59.99 on-line and $29.99 in stores. That's a $30 price difference plus more if you pay shipping. Argh! It's simply unfair and bad business, imo.
I agree about the customer reviews. I really depend on those when shopping on sites like Zappos. I also agree that J. Crew could do a better job with price consistency. The B&M price and the online price should be the same.
ReplyDeleteBTW, the cashmere I saw at BR the other day looked pretty good. Does anyone know what the quality is like?
I've walked out of stores without purchasing if the line is too long - I'd totally love dressing room checkout. And I agree with others about on-site reviews - Nordstrom's has just instituted this on their website. I love Zappos for many reasons, their reviews included.
ReplyDeleteI definitely agree with others J.crew is hesitant to do this because they're aware their cashmere would be exposed as pilling junk that it is, for starters.
I had to return a skirt to j.crew the other day because the zipper broke inside of two months. Customer service sent me another, but when I made the return at the store, the salesgirl was all snotty and said I should have asked them to put in a new zipper. Honey, how about you put in a good one in the first place?
Stores most certainly do want customer feedback - why else am I constantly getting survey emails to review my experience at various stores?
For instance, I think it's RIDICULOUS that the cords are $59.99 on-line and $29.99 in stores. That's a $30 price difference plus more if you pay shipping. Argh! It's simply unfair and bad business, imo.
ReplyDeletei really agree with this, JC seems to do that alot,
GAP can scan the SKU of any item and let you which stores in the area have but JC doesnt have that ability, they have to call...doesnt make much sense,
BR and the Gap are pretty good listening to its customers, their %off cash register coupons for filling out their Customer Service Survey is beneficial to both the consumer and the company.
ReplyDeleteWFNNB, the bank behind J.Crew's credit card (along with most major retailers) sent out a notice today with some information about finance charges (I didn't look that over too carefully because I don't carry a balance) but I did see that effective Jan 29, you will be charged $1 per paper statement. I'm sure many of us already receive e-statements, but I wanted to make sure all the JCAs are aware. :)
ReplyDeleteI have had pretty good luck this year with JC's Find It For You service, but the previous year was a disaster. Alexis, I have had possibly a forgotten request story. I used the service about six weeks ago to find the black t-strap heels in my size. I got an e-mail the next day-all gone. Then, three weeks later I got a call from the East Hampton store telling me they have the shoes,did I still want them? Of course I said yes, but after I hung up the phone I called customer service to see if they routinely held onto requests and the girl I talked to said she was unaware of that service. I think that it would be a nice one because in all probability an item in your size would be returned somewhere.
ReplyDeleteI agree, more sizing info would be so helpful. What does "hits at hip"
ReplyDeletereally mean, especially when all customers are different heights and proportions?
Price consistencey would be good too. I cannot think of another retailer where prices between the store and on-line can vary so widely (not including on-line promos).
Lastly, most stores by now have figured out how to sell petite sizes in store (Ann Taylor, Loft, Talbots, Eileen Fisher, Banana Republic). What is holding that up, J. Crew?
OT and speaking of Eileen Fisher: Select Macys stores carry Eileen Fisher (reg and petite sizes) and they have some killer markdowns right now.
Thanks, Molly Darling! I rarely read my paper bill b/c I check it online, and surely would've missed that update...
ReplyDeleteGreat ideas it looks like. Now if only Sephora would pull their Beauty Bonuses once they are sold out. The only reason I placed an order was to get the free Kat Von D tote for my neice. That and I had $15 GC to spend. I wasted 1 hour online trying to get it to work and 40 minutes on the phone only to find out it sold out two weeks ago. Grrr.
ReplyDeleteBoth Banana Republic and Ann Taylor have been impressing me tremendously as of late. Both offer low flat shipping rates (that is when they're not offering free shipping), and I'm always finding coupons - sometimes up to 40% off - good for both online AND in store. The quality of the pieces have been pretty good too (the sweaters especially are much better than J Crew's). And I really appreciate the new comments section on the Gap stores.
ReplyDeleteAnn Taylor's website lets you check to see if nearby stores have an item you want in stock -- if Ann Taylor can do that, why can't J. Crew at least find a way to track its merchandise so that it doesn't have to contact each of its stores to locate an item? I don't know if Ann Taylor's site is perfect (it does carry a disclaimer), but I haven't had issues on the two or three times I called up a store to ask them to hold an item that the website said they had. And even if there were mistakes once in a while (not frequently, mind you), I think the overall convenience would outweigh the frustration for me. This feature has probably caused me to buy some items I might have missed otherwise.
ReplyDeleteI hate Banana's return policy. I brought an item back once w/ tags attached, clearly brand new but it was a few days after the 30 days and they refused to take it back.. I am a luxe card holder w/ BR and every since they refused my return I haven't purchased one single item!
ReplyDeleteIt's clear to me from their web site design (AJAX please, no windows opening and going back and forth), inventory systems that are not integrated with their stores, web site problems, and lack of reviews (c'mon embrace Web 2.0) that J.Crew does not or is not willing to invest in IT. Sure, they have a Facebook page, but so do many retailers.
ReplyDeleteI agree with Jen P. on on their objective of squeezing profit at the expense of customer convenience, and in my view, innovation and long-term investment. (Not that i want them to be unprofitable, mind you, just technological competitive.)
I think that JCrew's designs being attractive to many people, their hitting or selling close to the right price points (at least for their target customers), and their having successfully managed inventory levels are giving them a competitive advantage. For a company not interested or willing to invest in technology, their advantage is the reason they are not having to compete with services of other retailers such as AT, ATL, and BR.
himmiefan, I'm not sure about the quality of this year's sweaters, but I bought several BR cashmere sweaters last year and the year before. I've worn and washed them all many times and they still look like new.
ReplyDeleteLa Belle Helene, I've also walked out without purchasing when the wait for the register was too long. It's usually a sign of poor management when stores have long lines IMO. Especially when there's a long line at the register, but employees are standing around, folding tees and such. Isn't it just common sense that a retailer should make it as easy as possible for a customer to hand over their money? Isn't that what it's all about? It seems so obvious but a surprising number of stores apparently don't get it.
That's some innovative stuff going on with BR. What's not to like?
ReplyDeleteI agree with most all of the suggestions/comments being made. I would love:
*Store inventory locator (on website like ATL or in-store print out like GAP/BR/ON)
*Reviews (which I do think would be the last item on their to-do list. They have been pulling the wool over people's eyes strictly through all the recent hype. I think the truth will start to come out about quality for the price if they don't do something to change that soon. Certainly giving customers a place to advertise it? Not going to happen;) I agree sweaters hanging in stores look atrocious these days..not good.
*Measurements/fabric make-up and washing instructions (Boden)
*Even if they offered fit reviews, that would be HUGE but you know it wouldn't have the option to leave any comments or someone would slip in there all their dissatisfaction with declining quality.
"We will find it" has been sketchy for me. They say they cannot find it and I have been known to get on the phone and find it. Would love the option of their locating and sending to me for free-that's a SUPER concept!
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ReplyDeleteWhen I've filled out We Will Find It forms at my local store, I've gotten the items I desired about 95% of the time (even if they were on sale). I think the manager there is just really good at what she does. When I've used the red phone or sent an e-mail to customer service, I haven't been as lucky. Given the discrepancy, it makes sense that it's up to the individual employees to follow up on the requests.
ReplyDeleteAs far as the restrictions of WWFI, more often than not I've been told that it's limited to regular-price items. I know that's company policy, but I figure it never hurts to ask (especially as J. Crew discounts items by $10.00 and calls it a "sale"). I've received a few e-mail messages saying, in effect, "Sale items are available in limited quantities. They are more difficult to locate than regular-price items." There was no mention of the regular-price restriction (or anything, really, to indicate my e-mail was read by an actual person!)
I've also received e-mails saying a sale item was sold out (only to have it pop back up online in the next few days). This leads me to believe that - even if the customer service representatives don't tell me the search is only for full-price items - they still don't look for them. They just say it's sold out. In this case, I know I'm feigning a bit of ignorance. But, I still think the representatives could be a bit more forthcoming. The restriction seems especially silly considering the cost discrepancy between the online and brick-and-mortar stores. Just because it's marked down a negligible amount online doesn't mean it's on sale at my local store.
On two or three occasions, I've had the catalog/online Personal Shopper offer to perform the WWFI service for a sale item as a courtesy. It happened just a few weeks ago. I assumed J. Crew was relaxing this policy for the holiday season/to appease customers/because the items weren't discounted all that much. It appears, however, that I just got some nice Personal Shoppers.
Alexis, I apologize for the long post! I'm hoping that some of it was informative! I use WWFI and similar services often. If you're curious, I have more thoughts on other stores. But, I didn't want to get too far off-topic.
Thanks everyone for sharing! Great conversations going on here.
ReplyDeleteGenny & Casual-Crew: Good to know that I am not the only one turned off by long lines, even if it's at J.Crew. :)
David: That WFIFY story of yours is great! Even though the time frame is a bit on the long side, it is wonderful they located the shoes for you! :)
Ashley: Don't apologize, I found your post informative. The more we discuss the aspects of WFIFY, the more we understand how it works. :)
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ReplyDeleteThanks, Alexis. I'll post my thoughts on other stores (even if we're the only two who will read them)! Most of these have been mentioned by previous posters.
ReplyDeleteON AMERICAN EAGLE
American Eagle has the same service as Ann Taylor (essentially, an online inventory). I haven't shopped there in a while, but I think the information was pretty accurate.
ON THE GAP
It's been pretty hit or miss for me. I've often gotten a list of stores (through e-mail or an in-store printout) that all have just one of the desired item in stock. I've worked in retail, so I know that probably means the store is sold out. However, when I've called these stores, I've sometimes gotten the impression that the sales associates didn't even bother to look. On a positive note, there were no restrictions on the search service. In addition, when I sent an e-mail, the reply usually came within 24 hours.
ON ANTHROPOLOGIE/URBAN OUTFITTERS
I've used Anthropologie's search service three or four times, and it's worked well. The employees scan the barcode and tell you which stores have the item (or, as Jane mentioned, you can send an e-mail). I was given the phone numbers of the stores. The best part was that, unlike the Gap, Anthropologie actually had the items in stock (lots of them, in fact). My desired skirt might be sold out online, but a Chicago store has 7 and a Boston store has 8. No rush to buy makes for a much more pleasant shopping experience! It also meant I didn't feel pressured to pay full-price for fear of never getting the item (one of the worst parts of shopping with J. Crew). I could afford to be patient. This was key, as I think Anthropologie's (and J. Crew's) clothes can be overpriced.
You get free shipping if there is one similar item at your local store. Let's say you want the Berry Blossom sweater in the boysenberry,size medium. If your local store has just one Berry Blossom sweater (in raspberry, size extra-small), shipping is free. Last time I checked, sister store Urban Outfitters had the same policy. It's called something weird (like "charge-send").
In my experience, Anthropologie (and by extension, sister companies Free People and Urban Outfitters) has the best policy. I don't expect J. Crew to implement it, but the company should really loosen some of its restrictions.
The red phone is virtually useless now. The savings in shipping are often canceled out by my transportation costs. It's usually cheaper to wait for a coupon code. Moreover, shipping should really be free for "catalog/online only" items; I'm sure this has been mentioned before. You're essentially paying to try on clothes.
I'm kind of surprised that other JCAs have had success with the WWFI service because I've tried it three times in the past year with no luck whatsoever, and in two of the cases, the same item popped back in my size online a few weeks later. I will have to try taking advantage of this service in store rather than calling the number from the website because I repeatedly got the impression (particularly from the speed with which I received the dreaded "we've searched from boston to LA..." email) that no search was even performed. So frustrating.
ReplyDeleteSpeaking of items I've done a WWFI for, has anyone seen the highland cable cardi (I think that's what it was called) IRL? It was a holiday '09 collection item originally priced at $258.00 and marked down to $179.99 online as of yesterday despite being completely sold out in every size. Today it's gone from the website altogether...
Dara, the last time I tried to fill out a form, I was directed to the red phone (which was a bust). The sales associate (whom I believe was new) insisted it was faster than the form, so I wasn't able to pass my item requests along to the super-helpful manager.
ReplyDeleteIt was Black Friday, so the store was really crowded and busy. The sales associate probably thought she was doing me a favor, but speed doesn't matter at all if I don't get the clothes I want. Another strange thing: she sent another sales associate to the red phone with me, so I didn't even talk to the customer service representative. I don't know what that was about. It's not as if it's hard to use the red phone!
Again, I don't know if it's because she was new or the store was busy. My initial thought was "J. Crew's cracking down on the forms, because the manager found sale items for customers." Who knows what might have happened if I'd been helped by the manager instead of that sales associate, though?
I haven't seen the sweater in person, but I'd call and see if the item was now on Pre-Sale. I was in a similar situation very recently.
Thanks, Ashley! I will definitely try that :)
ReplyDelete