Operating in the U.S.A. and Canada, furniture retailer Crate & Barrel (Otto Group) developed an appointment-only service offering advice on interior design and decoration. Results were presented on April 16, by CEO Janet Heyes at the World Retail Congress in Paris.
For Crate & Barrel (US$2.5 billion in sales last year, up 23%), assistance with project creation called the Design Desk is now essential. Even when 60% of sales were online in 2023, the brand anchored this service within stores, a sign of a solid omnichannel strategy. Launched in 2019 and now available across the entire store network (110 stores in the U.S.A. and Canada, plus international franchise stores), the Design Desk has been a resounding success. “Three years after the service...
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