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McArthurGlen enhances customer experience with new digital services pilot

Designer outlet group McArthurGlen is enhancing its visitor experience by piloting two new digital shopping services. The group is working with appointment scheduling and queue management… View Article

SHOPPING CENTRES & RETAIL PARKS

McArthurGlen enhances customer experience with new digital services pilot

Designer outlet group McArthurGlen is enhancing its visitor experience by piloting two new digital shopping services.

The group is working with appointment scheduling and queue management system By Appointment and Dropit, the digital handsfree shopping service, to launch two app-based services in a number of its retail and leisure destinations.

McArthurGlen said the services will play an important part in its efforts to continually improve the customer experience and drive increased average spend per visitor and repeat visits at its centres’ stores.

Susie McCabe, deputy chief executive of McArthurGlen, said: “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.”

Currently being trialled in McArthurGlen’s designer outlets in Serravalle in Italy, Roermond in the Netherlands, Cheshire Oaks in the UK and Berlin in Germany, the By Appointment app enables visitors to book times to shop in participating stores. It also allows shoppers to monitor and join real-time virtual queues all from their smartphone without the need to stand in a physical queue. Later in the pilot, shoppers will also be able to map out in-centre shopping routes from their device.

Meanwhile, the Dropit service at Cheshire Oaks enables visitors to securely drop off their shopping bags in participating stores and set delivery for a time and location convenient to them. In addition, the service will give customers the option to pick up their bags from the centre once they have finished their day’s shopping.

McArthurGlen has a portfolio of 25 designer outlets in 10 countries across Europe and in Canada.

 

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