Falabella enhances personal shopper service in Chile

What: Falabella Retail has expanded its free personal shopper service to its store in the Costanera Center shopping centre in Santiago, Chile.

Why it is important: This expansion enhances the shopping experience for Falabella's customers, providing them with personalised fashion advice and boosting customer satisfaction and loyalty. The significant increase in service usage also indicates a successful strategy for the retailer.

Falabella Retail has introduced an exclusive free personal shopper service at its store in the Costanera Center shopping centre in Santiago, Chile. This service, which has been available since October 10, offers 90-minute consultation sessions that include colour analysis, advice on choosing clothes to flatter the customer's figure, and recommendations on the latest fashion trends. The service can be booked through the Falabella mobile app or website and is open to the general public.
The personal shopper service has grown substantially, with 6,100 customers using it in the latest fiscal year, representing a 39% increase from 2022. The majority of these customers, 85%, are women who were primarily attracted through email marketing campaigns, digital press releases, recommendations, and social networks.
Isabel Ibieta, Falabella’s experience manager, highlighted the positive impact of the service, noting high customer satisfaction ratings between 9.5 and 10. The conversion rate of customers who make purchases after the consultation exceeds 97%, indicating that the service not only provides new ideas but also helps customers find a look that reflects their personal style. This expansion makes the Costanera Center store the fifth Falabella location to offer this service, joining other stores in Alto Las Condes, Parque Arauco, Antofagasta, and El Trébol in Concepción.