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McArthurGlen pilots two new digital services at Cheshire Oaks

Tom Shearsmith
02 October 2020

Europe’s leading designer outlet group, McArthurGlen, is to pilot two new digital shopping services, expanding the company's digital journey and improving guest experience.

The group, which has a portfolio of 25 designer outlets in 10 countries across Europe and in Canada, has teamed up with By Appointment, a global appointment scheduling and Queue Management System, and Dropit, a digital handsfree shopping service, to launch two app-based services in a number of McArthurGlen’s major retail and leisure destinations.

The services will play an important role in continuing to improve the customer experience and overall guest satisfaction.

The group’s customer research shows that when guests are highly satisfied, they spend 15% more than satisfied customers, are 50% more likely to return, and are twice as likely to recommend their shopping experience to friends and family.

By Appointment – digital appointment scheduling and Queue Management System

Currently being trialed in Cheshire Oaks, the By Appointment app enables customers to book times to shop in participating brands, as well as monitor and join real-time virtual queues all from their smartphone.

As the pilot progresses, guests will be able to map out in-centre shopping routes from their device. For the group’s brand partners, the service supports their employees in managing store capacity, ensuring government COVID-19 guidelines can be safely implemented.

Dropit – digital handsfree shopping

McArthurGlen has also launched app-based handsfree shopping service. Using a smartphone, guests can arrange to securely drop off their shopping bags in participating stores and set the delivery for a time and location that is convenient to them, including to homes, hotels and workplaces nationwide.

Cheshire Oaks is the first location worldwide to offer Dropit’s new ‘collect on site’ feature, giving customers the flexibility to pick up their bags from the centre once they have finished their day’s shopping.

The Dropit app is free to download, with the service also offering in-app tracking and accessible customer support. The platform provides multiple features for both customers and brands that seamlessly connects the full retail journey.

Susie McCabe, Deputy Chief Executive Officer at 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."

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