Retail News CRM

Tag: Manhattan

  • The Secret to Outstanding Customer Service: Empowering and Energising Store Associates

    The Secret to Outstanding Customer Service: Empowering and Energising Store Associates

    In the world of retail and service, the phrase “the customer is always right” has long been a guiding principle. Originally popularised by Swiss hotelier César Ritz, who is famous for the Ritz in Paris and the Carlton in London, this idea marked a significant shift in customer service. Back in the late 1800s, when consumer protection was minimal and “buyer beware” was the norm, Ritz’s emphasis on putting the customer first was revolutionary.

    Today, while the core of customer service remains crucial, it has evolved beyond simply satisfying customer demands. In our modern era of blended physical and digital commerce, exceptional service is about more than just fulfilling requests—it’s about understanding each customer’s unique needs and providing a seamless and personalised experience at every touchpoint.

    Despite the importance of a frictionless retail experience, one critical element is often overlooked: the store associates. Happy and engaged store associates are integral to providing a superior customer experience. As shoppers return to physical stores in increasing numbers, the role of store associates becomes even more crucial. They are often the difference between a memorable and forgettable brand experience. Therefore, equipping them with the right tools, software, and data is essential in today’s competitive retail landscape.

    Here are four key areas where retailers can enhance customer experience through happier, more engaged store associates and unified retail systems:

    1. Optimising Checkout Processes

    The checkout process remains a pivotal touchpoint for retailers. Understanding and adapting to the diverse preferences of customers in terms of payment and checkout options is crucial. By offering ultra-fast transactions with optimised checkout flows, including rapid scanning and locally cached item and price data, retailers can ensure that customers complete their purchases quickly and efficiently. This not only improves the customer experience but also makes the store associate’s job easier and more efficient.

    1. Modernising Point-of-Sale Systems

    There’s nothing more frustrating for a store associate than struggling with a cumbersome point-of-sale (POS) application. A modern, refined user interface with intuitive navigation and clear information is essential. POS systems should feature familiar cart and checkout options that allow associates to focus on assisting customers rather than grappling with technology. An effective POS system enhances efficiency and contributes to a smoother customer interaction.

    1. Ensuring System Reliability with Offline Support

    In today’s fast-paced retail environment, downtime is unacceptable. Store associates need reliable systems that support native offline functionality. This ensures that even if the store network experiences an outage or system instability, associates can continue to serve customers without interruption. A robust, offline-capable system is crucial for maintaining service quality and avoiding disruptions.

    1. Leveraging Customer Engagement Tools

    Knowledge is power when it comes to customer interactions. Utilising advanced customer engagement tools to access insights into a customer’s cross-channel purchase history and preferences enables store associates to offer personalised service. By understanding individual customer needs, associates can tailor their interactions, making each customer feel valued and unique. This not only enhances the customer experience but also makes the associate’s role more fulfilling and efficient.

    Empower Your Team, Elevate Your Experience

    The key to unlocking outstanding customer experience lies in investing in store associates and equipping them with the right tools and systems. Happy, engaged associates are more likely to deliver exceptional service, contributing to a positive and memorable customer experience. As the retail landscape continues to evolve, focusing on these critical areas will help retailers create a competitive advantage and foster lasting customer loyalty.

    For more information: https://www.manh.com/en-sg

    Written by Richard Wright, Managing Director, SEA, at Manhattan Associates

     

     

  • Jollibee Sets Up Shop in Manhattan

    Jollibee Sets Up Shop in Manhattan

    Philippine fast-food restaurant chain Jollibee is opening its first Manhattan location next Saturday. The Jollibee Manhattan store will be the brand’s second store in New York State, and the 37th in the US. “We are excited to finally open our doors in the heart of bustling Manhattan, which is not just a centre of business and finance, but a major cultural and entertainment hub that receives millions of visitors from around the world each year,” said Jose Minana, Jollibee Foods Corporation’s (JFC) group president for North America.

    “The diversity of the food culture and the fast pace of living here make it perfect for our new Jollibee store location.”

    Maribeth dela Cruz, VP and GM at JFC North America expects the opening to draw long lines of customers.

    Jollibee Manhattan store located at 609 8th Ave., New York, NY 10018 opens Saturday, October 27. (Photo credit: Elton Lugay (Instagram/elton_lugay))

    To celebration the store, Jollibee will award free Chickenjoy for a year to the first 40 customers in line. Exclusive Jollibee Funko Pop! figures and other Jollibee collectibles will be up for grabs, too, to mark Jollibee’s 40th anniversary.

    Jollibee operates in 20 countries, with more than 4200 stores globally. The first North America store was opened in 1998 in California.

    JFC has an 85 per cent stake in US burger chain Smashburger, and has recently entered into an agreement with Mexican fast-casual restaurant chain Tortas Frontera for expansion.

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  • Jollibee Manhattan opens

    Jollibee Manhattan opens

    Jollibee Food Corp has taken its Chikenjoy and other Filipino favourites to Manhattan.

    The third Jollibee store in New York is located in what is dubbed the busiest bus terminal in the world, Port Authority Bus Terminal, Manhattan’s major gateway. It is on 609 Eighth Avenue between West 39th and 40th streets.

    Jollibee Manhattan, which has 255 sqm in floor area, takes the total number of stores in the US to 34.

    Recently Jollibee hit a milestone when it opened its 1000th global store at The Dubai Mall. It has also opened two stores in Singapore in addition to the first one it set up on Orchard Road. The company now sets its sights on high-expansion growth in the US, Middle East, Europe, Australia and Southeast Asia.

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  • Farah China to launch next year

    Farah China to launch next year

    Perry Ellis International has signed an agreement with MRH SpaRotica Groupe (MRH) to introduceFarah China next year.

    The brand will be launched in department stores, free-standing stores and specialty outlets as well as online with third-party eCommerce platforms such as Tmall. The first free-standing Farah store is planned to open early next year.

    With street credibility, the Farah has creative brand ambassadors from art, music and modern culture who are empowered to become product developers, storytellers and educators inspiring millennials. The products are sold internationally through major retailers and company-owned stores, as well as online.

    “This is our first agreement for Farah in greater China and represents a major step in the expansion of the brand outside of the United Kingdom and Europe,” says Perry Ellis International chairman/CEO George Feldenkreis.

    MRH president/CEO Richard Kisembo says the company is confident of the impact Farah can make in China. “We believe in brands that make emotional connections with consumers, and Farah will stand out for its modern classics.”

    Perry Ellis International is a designer, distributor and licensor of men’s and women’s apparel, accessories and fragrances. It owns a portfolio of brands including: Axist, Ben Hogan, Cubavera, Grand Slam,  Jantzen, John Henry, Laundry by Shelli Segal, Manhattan, Original Penguin by Munsingwear, Perry Ellis, Rafaella and Savane. The company also licenses trademarks from third parties, including Jag and Nike for swimwear, and Callaway, Jack Nicklaus and PGA Tour for golf apparel.

    Based in Shanghai, MRH curates and invests in brands through acquisition and licensing. It has retail stores, distributes merchandise through franchisees, and runs eCommerce websites.

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