Who is your favorite retailer and why?
We posted that question on LinkedIn last week because we wanted to learn more about the retailers that consumers love.
Specifically, we wanted to identify the retailers that are doing a great job at keeping customers happy and what they’re doing right.
We’re happy to report that the LinkedIn community didn’t disappoint. The post, which you can check out here, got 100+ likes and 40+ comments.
You can check out the best answers below, but here are some key takeaways:
- The majority of people who responded to our poll said that their favorite retailers offer amazing customer service from non-pushy salespeople.
- While low prices matter, most respondents didn’t mention price as their #1 reason for loving a retailer.
- In fact, for many of the respondents, merchandising, store layout, and product quality seem to matter a whole lot more than low prices.
- People want to shop from retailers who share their values and stand for something.
- Having a great return policy doesn’t hurt!
Want to get deeper insights into these takeaways? Have a look at our favorite comments below.
Sephora – “They’re extremely helpful, but I never feel pressured to buy something I don’t love.”
Image credit: Gouwfunm2
“My absolute favorite place to shop is Sephora — particularly the one at The Fashion Show Mall in Las Vegas.
I love everything about the store. It has a more intimate layout compared to other stores, but it’s not cramped. The product is always displayed in the most accessible fashion; for example, new trends, popular best selling products, etc. There’s access to help if you need it, and they can help you regarding skincare, makeup, gifting, prices, personal lifestyle choice, etc.
The one thing that I absolutely love about this particular location is that they’re extremely helpful, but I never feel pressured to buy something I don’t love. The choice is mine. I tend to buy anyway because of the great products and a lovely staff. I never leave feeling buyer’s remorse or dissatisfied. Five stars all around from one very happy and loyal client.”
– Tiffany Grant, Styliste at AllSaints
Nespresso – “It all created a feeling and ambiance of a club we all want to be a member of.”
Image credit: Andrew Busby
I went along to the Dubai Mall and took a look at the Nespresso store there. In the biggest shopping mall in the world, the store was just as impressive. With the usual blend of a tasting counter mixed with several ‘stations’ where expert barista advice was on hand, it all created a feeling and ambiance of a club we all want to be a member of.
– Andrew Busby, Founder & CEO at Retail Reflections
White House Black Market – “They reward my loyalty and market to me appropriately.”
Image credit: Joeyshoop
“I tend to be a loyal shopper with White House Black Market not only because their styles consistently fit and flatter, but also because they reward my loyalty and market to me appropriately (knowing my historical purchases).
I buy online and in-store and when I’m shopping in-store, the store staff are experts at getting me to try on and usually buy more (complimentary) items without feeling pressured to purchase.”
– Kate Deurloo, Sr. Manager Global Shopper & Omnichannel Activation at LEGO
I Heart Denver Store – “It’s an interesting experience to see the well-made goods and learn about the small businesses.”
Image credit: Carter Sutton
“The I Heart Denver Store in Denver because the two retail stores only sell locally made (200+ brands/makers). The staff and customer service is great! I love the look and merchandising. It’s an interesting experience to see the well-made goods and learn about the small businesses.”
– David Sandusky, Co-Founder at Idea Chíc
IKEA – “Good and efficient layout and merchandising.”
Image credit: Kirakiraouji
“For me, it’s definitely IKEA. I can have my meals before shopping. Their stores’ merchandising and layout are really efficient and promote a comfortable shopping ambiance. Plus, their employees are friendly and they have a great exchange and refund policy. Most importantly, IKEA cares about corporate social responsibility.”
– Lex Sim, Retail and Business Consultant at VSI
Bailey Nelson – “The staff are attentive without hovering over you.”
Image credit: Edward Hands
Bailey Nelson. As soon as you walk into the store you receive a welcoming reception. The staff are attentive without hovering over you and provide advice and recommendations when needed.
Their product selection both online and instore is consistent and they can fit your specs whilst you wait!
– Cath Carlsen, Global Marketing Operations Director at Vend
Everlane – “I’m obsessed with brand transparency and would love to see the end of fast fashion in my lifetime”
Image credit: Everlane
“Let it be known I loved Everlane before it was trendy, made headlines, and before it went physical. I’m obsessed with brand transparency and would love to see the end of fast (read: exploitative, environment-destroying) fashion in my lifetime, so Everlane’s relatively simple commitment to showing photos from inside their factories remains radical to me.
Their products are well-made, their stores and website are gorgeous, and their customer service is speedy and gracious. Never a miss.”
– Joanna Rutter, Marketing Specialist at Dor
Home Centre – “You can’t walk out saying ‘I didn’t like anything.’”
Image credit: Home Centre
“Home Centre from Landmark group. They bring such freshness to the shelf driven by amazing merchandising and products. Their visual merchandising compels you to think, “Well I too can do this at my home, let me buy it.”
Plus, their assortment caters to the tastes and choices of yesteryear as well as more modern designs. You can’t walk out saying, ‘I didn’t like anything.’”
– Saurabh Kulshreshth, General Manager – Cluster Operations (Punjab & UK) at Reliance Cash & Carry
Little – “Inspires me to make a purchase not only for the gorgeous product but also simply to support an amazing small business!”
Image credit: Little
“Little in Portland, Maine is a kid-centric boutique that brings my Instagram feed to life and inspires me to make a purchase not only for the gorgeous product but also simply to support an amazing small business!”
– Allison Yee, Founder at upNEXT
Trader Joe’s – “I appreciate how friendly and helpful their staff is despite a large influx of people.”
Image credit: Anthony92931
Even though they are related to F&B, I appreciate how friendly and helpful their staff is despite a large influx of people. My go-to is the outlet at UWS (71 & Broadway). The cashiering is done seamlessly and quickly and they always ask the question ‘I hope you found everything you were looking for’. Secondly, while in line to pay, the staff often walk around asking customers if they forgot anything which I think is very thoughtful and empathetic.
– Saira Sethi, Luxury Store Evaluator / Learning & Development Specialist
schuh – “So friendly, so efficient…”
Image credit: schuh
“I visited schuh in Luton for the first time yesterday. So friendly, so efficient, and they brought the credit card terminal to me. Such a great experience overall. Plus a 365 day refund policy!”
– Mitul Kotak, Director at Vibe Juice
Nordstrom – “They execute the entire customer experience perfectly.”
Image credit: Phillip Pessar
“Always and forever Nordstrom. They execute the entire customer experience perfectly. From the beautiful prints ads that show up in my mailbox to the bright, clean, and easy to shop floor with amazingly attentive employees, they feature experiences that are fun and engaging. Most importantly, they have an expansive product assortment that mixes trends and classics that evolve with me.
A huge shout out for their footwear department, cause this size 12 girl needs boots!”
– Sarah Ferrence, Owner & Consultant at Mod. Merchant
Tommy Bahama – “Beautiful merchandise.”
Image credit: Norm Lanier
“Tommy Bahama is one. Beautiful merchandise, great coupons for discounts as soon as you buy one item, and they have smart promotions around the holidays. And did I mention beautiful merchandise?”
– Susan L. Hodges, President at HodgesWrites
DSW – “Excellent customer service in light of mishaps.”
Image credit: Anthony92931
“DSW! Lost packages, website glitches, and other unforeseen issues are always going to plague retailers, but excellent customer service in light of those mishaps will be rewarded with loyal shoppers.
DSW’s website crashed this fall, leaving many shoppers like myself stranded mid-checkout. The next day I received an apology in my inbox with a note letting me know their flash sale was extended because of the mishap. And guess what? I bought the shoes… and a few more pairs since then!”
– Mikaela Kornowski, Marketing & PR Executive at OFFPRICE Show
Amazon – “It’s a company that simplifies my life.”
Image credit: Amazong.com Inc.
“Amazon all the way as my number one! It’s a company that simplifies my life and has the best customer service. Searching for goods and services on Amazon is also extremely easy. I appreciate the suggestions they offer; most of them make sense.”
– Regina Clarke, Founder and Creative Director at Windward Beauty
Uniqlo – “ I don’t remember if I have ever walked out of the store without buying anything.”
Image credit: Wpcpey
“One of my favourite retailers is Uniqlo and I always visit them when I travel to HK. They sell products that are a good value for my money. The quality, style, and fit of the merchandise are great.
It’s also very easy to navigate the store. I don’t remember if I have ever walked out of the store without buying anything.”
– Kavita Bhatia, General Manager at MGB METRO GROUP Buying
Kohl’s – “Their cross-channel capabilities are stellar.”
Image credit: hattiesburgmemory
“Between the coupons and the Kohl’s cash, Kohl’s Department Stores has me hooked. I did almost all of my holiday shopping there. Their website and mobile app are easy to use and offer a great selection, their orders are always shipped quickly, and their return policy can’t be beat.
Plus, their cross-channel capabilities are stellar. I went to browse in store one day, and the lines to check out were SO long. I debated leaving, but then I saw the signs for free shipping when you order online while in stores. So I browsed the store like I normally would, scanned the items I wanted using the mobile app, and ending up ordering everything online — I didn’t have to spend a minute waiting in line to check out.”
– Alex Chrum, Digital Marketing Strategist at OneSpace.com
Target – “They are not afraid of standing up for what their values are as a company.”
Image credit: Mike Mozart
“I would have to say Target. They are not afraid of standing up for what their values are as a company, and they keep on top of current trends in a way that makes things affordable for the average consumer.”
– Brandon Rekowski, Associate Recruiter & Coordinator at ManpowerGroup
Now we’d love to hear from you. Who’s your favorite retailer and why? Let us know in the comments!
About Francesca Nicasio
Francesca Nicasio is Vend's Retail Expert and Content Strategist. She writes about trends, tips, and other cool things that enable retailers to increase sales, serve customers better, and be more awesome overall. She's also the author of Retail Survival of the Fittest, a free eBook to help retailers future-proof their stores. Connect with her on LinkedIn, Twitter, or Google+.
https://uploads.disquscdn.com/images/57d87af107dcbee35454c852746727830f02b87893cfdd7ba4f43cdd31ae7811.png Interesting piece as always Francesca – great to read everyone’s comments. We’ve created a list of our favourites too in the 2018 edition of GOOD STORES GUIDE – global retail best practice, explored.
Here’s the link for you and anyone else who wants to check it out: https://goo.gl/L3nQVq
Nice! Will definitely check out this guide. Thanks for dropping by!