Is this the future of retail?
By Lauren Sherman.
NEW YORK, United States — In the late aughts, when Michelle Goad was a wholesale merchandiser for Marc Jacobs, she spent a significant amount of time visiting malls the world over. “I’ve been to every food court,” she jokes. Goad witnessed, first-hand, the precipitous decline of retail foot traffic that followed the global financial crisis of 2008, as well as the sluggish recovery made worse by the rise of e-commerce.
But Goad also noticed that, in order to help buoy numbers, sales associates were using personal phones to reach out to clients, an observation that, ultimately, led to PS Dept., the online personal shopping service she founded in 2011. “I made a big bet that people want service, which you really can’t get through most e-commerce,” she says. “You’re not going to ask a customer service person about the cool jean.”
Read more at Business of Fashion.