Company News • 27.08.2015
Retail expert Marge Laney turns industry focus on fitting rooms
New conversations about customer engagement via the fitting room
Laney and her findings about retail fitting rooms are being featured in a number of interviews and articles, including ABC's Good Morning America, STORES Magazine, The Wall Street Journal, Retail Customer Experience and others. "These are exactly the conversations I set out to begin when I wrote my book," said Laney. "No one has ever tackled the importance of customer engagement in fitting rooms, and how improved design and service can impact a company's bottom line."
As CEO of Alert Tech, a company that designs technology to aid retailers in managing the fitting room process, Laney is seeing growing interest in analytics that help drive sales where most buying decisions are made – in the fitting room. "Technology is providing retailers with real-time information about what's happening in their fitting rooms so associates can take the proper action, and make the sale," said Laney.
Effective fitting room engagement with customers, along with better design, Laney believes, is a prime opportunity for building brand loyalty. In Fit Happens, she cites recent studies that underscore the importance of redefining the value of fitting rooms:
- Door knocking as a sales strategy is only 2% effective
- 70% of customers prefer shopping in store to try on clothing for fit and feel
- 'Serviced' fitting room customers buy three times what browsers buy
In addition to American Eagle Outfitters, Laney works with some of the world's largest names in retail, including Calvin Klein, H & M, and Express. Her book, Fit Happens; Analog Buying in a Digital World, is now in its second printing and is available on Amazon.
About the author: Marge Laney is recognized globally as the retail industry's leading authority on apparel fitting rooms. Laney is CEO of Alert Tech, providing fitting room service technology for major retailers to increase sales where decisions happen - inside the fitting room. As a consultant to the world's biggest retailers since 1990, she understands fitting rooms from the inside out. "Fit Happens: Analog Buying in a Digital World" is her first book.
Source: Marge Laney