McArthurGlen pilots new digital services to enhance the customer experience
01 October 2020
LONDON, 1 OCTOBER 2020 – McArthurGlen, Europe’s leading designer outlet group, is continuing to enhance the guest experience in today’s evolving retail landscape by piloting two new digital shopping services that form a key part of the company’s expanding digital journey.
The group, which has a portfolio of 25 designer outlets in 10 countries across Europe and in Canada, has teamed up with By Appointment, a global appointment scheduling and Queue Management System, and Dropit, a digital handsfree shopping service, to launch two app-based services in a number of McArthurGlen’s major retail and leisure destinations.
The services will play an important role in continuing to improve the customer experience and overall guest satisfaction, driving the performance of McArthurGlen’s brand partner stores through increased average spend per visitor and repeat visits. The group’s customer research shows that when guests are highly satisfied, they spend 15% more than satisfied customers, are 50% more likely to return, and are twice as likely to recommend their shopping experience to friends and family.
“Our mission is to provide customers with the finest retail experiences possible, from our exceptional mix of iconic brands through to our best-in-class customer service. By integrating these two innovative, app-based services into the McArthurGlen offer, we are delivering even greater convenience and flexibility for our guests, while also enhancing their safety and wellbeing,” commented Susie McCabe, Deputy Chief Executive Officer at McArthurGlen.
By Appointment – digital appointment scheduling and Queue Management System
Currently being trialed in McArthurGlen’s Designer Outlets in Serravalle (Italy), Roermond (the Netherlands), Cheshire Oaks (the UK) and Berlin (Germany), the By Appointment app enables customers to book times to shop in participating brands, as well as monitor and join real-time virtual queues all from their smartphone, creating an even safer and more seamless shopping experience that removes the need to physically queue. As the pilot progresses, guests will be able to map out in-centre shopping routes from their device. For the group’s brand partners, the service supports their employees in managing store capacity, ensuring government Covid-19 guidelines can be safely and efficiently implemented.
“Our guests now see health and safety as one of the most important factors to having an excellent experience in our designer outlets, so it’s vital we continue evolving our in-centre offer to not only meet, but exceed, our customers’ expectations,” added McCabe.
The app is downloadable for both Apple and android devices and guests use QR code technology to reserve slots with particular brands while shopping in-centre.
Charles Smith, co-founder of By Appointment, commented: “It is fabulous to partner with McArthurGlen and the many international premium brands within their group. Since the launch of our partnership, our app has helped the group give confidence to their shoppers in the post-lockdown world, both reassuring customers and helping them enjoy shopping once again.”
Dropit – digital handsfree shopping
McArthurGlen has also launched app-based handsfree shopping service Dropit at Cheshire Oaks, the UK’s largest designer outlet. Using a smartphone, guests can arrange to securely drop off their shopping bags in participating stores and set the delivery for a time and location that is convenient to them, including to homes, hotels and workplaces nationwide, offering an even greater level of convenience and customer service that encourages shoppers to visit more stores during their shopping trip.
Cheshire Oaks is the first location worldwide to offer Dropit’s new ‘collect on site’ feature, giving customers the flexibility to pick up their bags from the centre once they have finished their day’s shopping.
The Dropit app is free to download, with the service also offering in-app tracking and accessible customer support. The platform provides multiple features for both customers and brands that seamlessly connects the full retail journey.