1/ The arrival of the personal shopper and the customer experience in retail:

Today, thecustomer experience plays a key role in the success of a company. You have to know how to be authentic, surprise and give emotion, the true vector of the customer experience. The consumer must feel unique and privileged. It is therefore quite natural that the position of personal shopper was created to help with the customer experience. Inspired by the United States, it was reserved for a wealthy clientele, exclusively in the luxury sector and department stores. But what is the role of the personal shopper in the customer experience? The personal shopper, also known as a "shopping assistant", is a consulting profession serving individuals. His role is to advise customers on the product that best suits them. He takes into account their budget, their taste, their style. They can be both independent or, for the most part, employed in department stores in order to offer personalized shopping. Their advice is usually about clothes, but more and more non-clothing stores are starting to offer this service. It is above all a service offered by more and more brands in order to give a differentiating and personalized customer experience. It allows to bring a real added value to the stores while humanizing the shopping experience. In view of the evolution of the society, what is the personal shopper today?

2/ The personal shopper currently:

In the past, the personal shopper was reserved for the luxury sector or wealthy women traveling the globe from palace to palace. The personal shopper service was part of their daily routine, and they wouldn't have thought of a shopping session otherwise. It's still very much present in this environment, with the opening of luxury agencies specializing in personal shopping, such as montaignestyle or luxeryshopper. Personal shoppers are also to be found in major stores such as Printemps and Galeries Lafayette, where certain privileged customers can take advantage of this service. Today, however, this profession is becoming increasingly widespread. It's even seeing the light of day in chains like Go Sport, which uses it (according to the Fashion network article) to "better advise consumers on highly technical products, depending on the discipline practiced." Brands are increasingly opting for a personalized approach, which accentuates the bond between brand and customer. Personal shoppers' expertise and professionalism give them a considerable advantage over their competitors, as it avoids standardization, and brands have understood this. Listening to customers, giving them time and providing them with sensations are all ways of creating a climate of trust. However, we live in an age of digitalization. How does the personal shopper fit into this new environment?

3/ The personal shopper in digital :

The confinements, the social distancing... made the e-commerce explode. All this has played a role in the acceleration of online shopping. The figures of the FEVAD speak for themselves: "Internet sales reach 112 billion euros thanks to the accelerated digitalization of retail trade". An increase of 8.5% in just one year. Online sites have become the substitute for stores during their closure. Despite these new changes, customers are unanimous: the shopping experience must remain memorable. Increasingly solicited by a multitude of channels,"shoppers no longer wish to be considered as just another sale," says the guest article. And this is not to be taken lightly. In fact, according to Esteban Kolsky, "72% of customers will share a positive experience with 6 or more people."The customer is always looking for that unique experience, that personal exchange. They are still looking for advice to make the right decisions. Retailers must adapt to this new generation of online shoppers. The interest of the personal shopper is still really present, allowing to preserve this link between the brand and the customer. "86% of shoppers are willing to pay more for a good customer experience" according to a PWC study. But how to make the experience more human at a distance?

4/ The Retail VR solution for personal shoppers and customer experience:

The goal is to offer customers an exceptional, memorable experience while immersing themselves in the brand's universe, but from a distance. To add human touch to online shopping experiences. A lot of constraints on which Retail VR has long considered before finding THE solution: the creation of a tailor-made virtual showroom This solution allows to deliver a fast and efficient remote sales service that meets the new requirements of consumers. Each brand can customize its showroom as it wishes, according to its expectations and its project. Just like a real store, the customer can walk around, view his selection, "add to cart", and even interact with the personal shopper. This gives the customer a unique and privileged experience that sets them apart from the rest. As previously mentioned, thecustomer experience is essential in the evolution of a brand. It must be preserved and constantly renewed in order to continue to surprise and maintain this emotional bond.

Some examples of personal shopper and customer experience:

A number of retailers have already launched"liveshopping" events, such as Galeries Lafayette Haussmann since May 22. The little extra? Each customer can indicate which pieces he or she would like to see, using a "wish list" device. The Gucci brand has also taken the plunge ,but only in Florence for the moment. Gucci live" allows customers to chat in real time with Gucci advisors. A "high-tech" boutique has been specially designed for remote shopping. The set-up costs remain high, however. In cosmetics, theKhielsIn cosmetics, the " Khiels" brand offers video-conferencing consultations to carry out a skin diagnosis and benefit from a free, privileged moment with an expert in the field. However, you're not really immersed in the brand's world . The virtual showroom makes up for this by maintaining a physical link with the customer. You too can offer unique shopping experiences in virtual reality! To find out more, please don't hesitate to contact us.