New offline concepts strengthen customer loyalty

According to shopping experience surveys conducted by PSFK, retailers such as Chanel and Cartier have started offering cross-services – just like FMCG retailers do. In one of their New York and London stores they built VIP floors where loyal customers are welcome, who can enjoy a special interior design and product selection, together with drinks in a bar and food in a restaurant in the case of Cartier. Tiffany took the concept one step further, dedicating a secret salon to VIP customers. //

_{VIP floor in the Chanel-house (New York)}