Five Steps To Creating The Perfect Retail Experience

Traditional retail is no longer just about selling: it’s about experiences. Here’s how the Kiehl’s store on Paris’s rue de Sèvres is doing retail right.

1. You have to own it

““Little decorative details such as the antique medical books and pharmacy jars recall the brand’s origins as an apothecary in 1851,” explains Store Manager Gaétan.

“If I had to sum up the brand, it would be a blend of scientific expertise and fun. And I think that’s something the store really captures.”

Products adapted to the local market add a unique touch to the rue de Sèvres store

2. Make it unique

A Harley Davidson on display in the store: motorbikes were a passion of the Kiehl’s family and have become part of the brand’s DNA
Assistant Manager Anastasia at the Men’s Refuel Bar

3. Make it personal

“Kiehl’s in one word? It would have to be service.”

Gaétan at the Skincare Consultation Bar
A selection of testers at the Skincare Consultatuion Bar: “try before you buy” is a key part of the Kiehl’s retail experience

4. Go beyond

The Kiehl’s delivery van

5. Build a community

The “Customer Favorites” section highlights the top-selling products in different countries.

To find out more about Kiehl’s DNA & history:

Further reading:

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