Retailers enhance offline customer experience to compete with online shopping

Fashion and beauty companies are increasingly enhancing offline customer experience (CX) to counter the rise of online shopping. By providing services that are difficult to replicate digitally—such as precise sizing, physical fit, and skin compatibility—retailers aim to increase foot traffic and reduce product returns.

Shinsung Tongsang’s SPA brand, TOPTEN10, has introduced disposable measuring tapes and size guides at key locations like Starfield Hanam and Yongin Yubang to assist with underwear selection. Adidas is utilizing foot-scanning technology at its Lotte World Mall brand center to recommend footwear based on foot length, width, and arch shape.

In the beauty sector, CJ Olive Young has opened the ‘Olive Young Beauty Mansion Seongsu,’ offering product testing, precision diagnostics, and consulting. Similarly, Amorepacific has renovated its ‘Amore Yongsan’ flagship store to provide skin and scalp diagnostics, including visual projections of future skin changes based on current habits and conditions.