Nordstrom has been chosen favorite premium fashion retailer among shoppers. Nike takes top spot for footwear. Macy’s topped for e-commerce purchases. These are the results of an annual fashion retail study conducted by Market Force.
Kohl’s ranked first for its loyalty card program as well as for delivering high value for its prices. Lane Bryant, Nordstrom and Dillard’s were at the bottom of the list for high value for the price.
Best merchandise selection, atmosphere and checkout speeds went to Nordstrom. But Lane Bryant was the leader for the ability to create and look and for ease of finding items.
Customers are often assisted at Lane Bryant and Nordstrom and assisted the least at Kohl’s and Old Navy. Nearly 75 per cent of shoppers interact with their favorite fashion retailer online, a 103 per cent increase over the previous year. Despite the online growth, consumers are still hitting physical stores for fashion. According to the survey, 76 per cent have shopped at one of their favorite retailers’ physical stores at least once in the past 90 days, and 48 per cent shopped there at least three times.
Retailers spend good money to market, promote and advertise their brands to lure shoppers into their door, but if their front-line representatives are failing to engage customers and deliver on the brand promise and fundamental customer service basics, they could easily lose that sale to their competitor next door.