Reiss is to extend its personal shopping service to another five stores over the next 12 months in a bid to regain customer loyalty and drive bricks-and-mortar sales.
Henry Taylor, previously head of personal shopping at Reiss, has been brought back on board as a consultant to manage the expansion.
Taylor, who left Reiss 18 months ago to set up his own personal shopping service, said that in the past few years retailers’ focus has shifted to their online propositions at the expense of in-store customer service.
He said this had taken away the personal relationship between retailers and customers, making consumers more likely to shop around at rival businesses.
“There was once a time when customers would come into the shop and would be greeted by the best service with product laid aside for them. These people are shopping more and more online but they are not getting anything back except generic online discounts,” he added.
Reiss’s strategy to offer personal shopping nationwide aims to drive these customers back into stores and increase the average order transaction, according to Taylor.
He said: “I have always anticipated a silent revolt against online when shoppers realise it just doesn’t offer the same level of personal service.”
The personal shopping service, which is currently available in Reiss’s Regent Street store in London, has now been introduced in Leeds and will also be available in Nottingham imminently. At least three more stores are planned to launch next year with locations yet to be confirmed.