Men's Wearhouse Ties for Second on Top Omnichannel Retailers List
Men’s Wearhouse, a men’s apparel and accessories company and division of Tailored Brands, tied for second place on Total Retail’s 2018 Top 100 Omnichannel Retailers. The retailer of men's apparel and rental products with more than 750 stores in the U.S. and an e-commerce site received the top possible score across five of the seven criteria: buy online, pick up in-store; shared cart; loyalty points are able to be earned and redeemed across channels; three or more channels for customer service; and pricing consistency across channels. So we asked what’s the secret to Men’s Wearhouse’s omnichannel success?
First and foremost, the brand’s commitment to omnichannel. Last year, for example, Men’s Wearhouse and partner brand Jos. A. Bank launched an omnichannel personalization program designed to enhance the customer experience across two of its main websites, Josbank.com and Menswearhouse.com. The program gives customers personalized digital experiences similar to what they would get in-store, according to a press release from its personalization partner, Certona.
“At Men’s Wearhouse and Jos. A. Bank, our customers receive a one-of-a-kind shopping experience that prioritizes convenience and personal style preferences,” said Samantha Lee, vice president of site management and customer experience of Tailored Brands, in the Certona press release. “We see omnichannel personalization as a strategy for evolving the way our customers engage with our brands."
Merging Physical and Digital With Live Video Chat
In addition to the use of personalization technology, Men’s Wearhouse has put its employees front and center in its omnichannel evolution. Last month, The Wall Street Journal reported that parent company Tailored Brands is partnering with startup Hero to connect Men's Wearhouse's online shoppers with live expert associates in physical stores via video chat. The new customer service experience will be called Men’s Wearhouse Live!, and is set to launch this spring.
"We've always been committed to delivering world-class customer service with expertly guided, easy and personalized shopping experiences," said Doug Ewert, Tailored Brands CEO, in a statement to the press. "With the help of Hero's technology, Tailored Brands will be the first men's specialty retailer in North America to offer that same level of customer service to online customers. This is especially important in tailored clothing where fit, touch, quality and versatility are top consumer concerns and are especially difficult to convey online. Although still in beta, Men's Wearhouse LIVE! and Jos. A. Bank LIVE! are potential game changers."
For more information on Men’s Wearhouse and all of this year’s top omnichannel retailers, be sure to download the full report here.
Related story: Total Retail's 2018 Top 100 Omnichannel Retailers