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Neiman Marcus launches new online services, experiences

Neiman’s curbside pickup
Neiman’s curbside pickup

Neiman Marcus is expanding its digital offerings with a new tool designed to allow customer access to the best of Neiman’s store experience – including personal service — without having to leave their homes.

The luxury retailer announced the launch of “Your Neiman’s,” an online hub where customers can go to learn about and access a variety of offerings, including expanded styling services and experiences. Customers can make personal appointments in-store, schedule curbside pickup, learn about trends and designers during virtual events and engage via video with an expert “style advisor.”  

The new tool allows customers to seek advice from a personal stylist, without cost, obligation or the need to come to a store. Customers can get matched with a stylist by answering a few questions online about their lifestyle, personal style and needs. Once matched, the advisor supports the customer with complimentary styling services, provided however the customer chooses –text, email, video chat or in person.

In March, Neiman's introduced a proprietary tool, NM Connect, to enable stylists to deliver a store-like experience even when stores were not open. To date, sales associates have used the Connect platform to engage with customers, totaling over 1.5 million engagements – including text messages, email, phone, and video calls – since the launch. Over three months, customers have purchased over $60 million through Connect, Neiman’s said.
"NM Connect has transformed the way sales associates can communicate with their clients,” said Katie Mullen, chief digital officer, Neiman Marcus Group. “The platform was designed to inspire clients, from offering personalized look books, to completing transactions remotely and instantly.  With the launch of digital stylists and remote selling capabilities, we are enabling our associates to engage with and support customers anytime, anywhere."

In addition to allowing for one-on-one connections between customers and stylists, the new digital offers new experiences for those who prefer to shop without assistance. Customers can explore new styles, products, and inspiration across new sections on the company’s web site, emails, digital magazine stories, and social media channels.

The retailer has even adapted its signature Neiman Marcus in-store events to virtual engagements, ranging from cooking demonstrations to designer presentations. 

“The world is changing, and we're all adjusting our habits to accommodate the new normal,” said David Goubert, president and chief customer officer, Neiman Marcus Group. “Our customers look to Neiman's to curate the key styles of the season, find their perfect outfits, and help them feel their best. The comfort and safety of our customers and associates are our utmost priority. We've introduced innovative ways to be here for them, now in more ways than ever.”

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