LOOKFANTASTIC sought to create an elevated in-store experience for customers, enabling seamless omnichannel shopping, personalized loyalty, and access to exclusive in-store promotions.

With the goal of combining the ease of online shopping with the physical engagement of a store, LOOKFANTASTIC partnered with THG Commerce to launch their Altrincham location as an elevated beauty destination.

The challenges

LOOKFANTASTIC aimed to enhance its customer journey by integrating digital convenience into a physical environment. Key goals included:

• Enabling self-service for salon appointments and product purchases.
• Providing access to in-store promotions and loyalty point accumulation.
• Supporting smooth return/exchange processes.
• Developing a foundation for continued growth and innovation in customer engagement.

The solutions

THG Commerce delivered a comprehensive solution, focusing on:

• Self-service appointments and purchases: customers can now book salon appointments and purchase products independently, creating a frictionless experience.
• In-store promotions and loyalty integration: customers benefit from exclusive in-store offers and earn loyalty points, which enhance retention and engagement.
• Seamless omnichannel experience: the solution connects in-store and online interactions, enabling customers to access LOOKFANTASTIC services and benefits across channels. 

The results

With THG’s technology, LOOKFANTASTIC has successfully launched a streamlined in-store experience:

• Improved customer satisfaction: customers enjoy a self-service approach with minimal friction, bolstered by loyalty rewards and special promotions.
• Increased store efficiency: automated booking and sales processes have optimized staff resources, while real-time data reporting has improved decision-making.
• Future-ready foundation: the store’s infrastructure is set for continued enhancements, including API integrations for even smoother operations.

This enhanced in-store experience has delivered some stand-out results. These include, to date:

• £375k sales since launch (+28% vs. forecast)
• 14.1k units sold
• 7.6k transactions

LOOKFANTASTIC’s journey with THG Commerce showcases the power of a comprehensive retail transformation strategy. By blending technology with customer-centric solutions, LOOKFANTASTIC has solidified its position as a leading beauty retailer. With THG Commerce as a trusted partner, LOOKFANTASTIC is well-positioned to continue expanding its footprint and delivering exceptional beauty experiences across channels.