The retail landscape has changed. Since the coronavirus outbreak, nonessential businesses were temporarily shuttered to offset the increase of COVID-19 cases, seriously impacting commerce. And now that the mandate is steadily being lifted in certain states, Saks Fifth Avenue is more than ready to reopen its doors, but in a way that upholds public safety.
“Even before this crisis began, we were focused on delivering a seamless customer experience rooted in personalization and ease,” Saks Fifth Avenue President Marc Metrick tells BAZAAR.com. “This time has given us the opportunity to accelerate many of these efforts as we prepared to provide customers and associates with a safe and comfortable environment when they returned to our stores.”
Some of the measures the American retailer is enacting include requiring customers and employees (who will undergo daily health screenings) to wear face coverings, limit the use of elevators to senior citizens and those with health issues, and display signage to ensure appropriate spatial distancing. But even with all these precautions, Saks Fifth Avenue wants to ensure the shopping experience remains up to snuff.
In other words, a perk of reducing exposure is that Saks is also making its retail services more personal. To curb physical contact and still provide quality service, the retailer has issued Saks by Appointment, a service that allows customers to book a dressing room before store hours, and Saks at Home, an invitation-only amenity that will send pieces to a client's home for trying on. There will also be a virtual shopping program that connects customers with style advisers in the store, along with curbside pickup and return purchases at select locations, including Saks's flagship in New York (via the entrance on 49th Street).
Of course, customers are still able to enter the store from 11 a.m. to 7 p.m., but for those who are weary, the company is making sure that there are a variety of options at their disposal. “As we approach the next normal, we are placing an even greater emphasis on individualized services, such as off-hours and virtual appointments, to create a more personalized experience that truly sets the standard for luxury shopping,” says Metrick.
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