Every retailer understands the need to walk in their customers’ shoes. This is a tested-and-proven strategy to craft a delightful customer experience. REDTAG went further, by walking the extra mile, hoping to understand and appreciate what customers value the most. REDTAG’s ‘Anytime-Anywhere Exchange’ policy reflects the ambition, vision and philosophy behind its #WearASmile customer engagement initiative: “To delight our customers through an exceptional experience and be the most engaged brand”; and is one of the brand promises within its #WearASmile campaign.
This campaign was about making customer convenience the top priority. REDTAG understood that although exchanging is part and parcel of apparel shopping, it was anything but convenient and streamlined. So, taking stock of all exchange-related pain points, REDTAG launched the ‘Anytime-Anywhere Exchange’, becoming the only value fashion retail brand in the GCC region to offer such services.
As the name suggests, the Anytime-Anywhere exchange service is available across all REDTAG stores in the region. For example, if a customer purchases a gift for their trendy teen, only to find that he/she wants it in a different colour; or a customer has a change of heart, about an off-white button-up, compared to a crewneck sweater they purchased; The Anytime-Anywhere exchange means they can head over to any REDTAG stores within the country of purchase, and make the change.
Customers might want to know, does the service come with many conditions? The answer is, it doesn’t. There are absolutely no time limits for exchange, it can be made in any store within the country of purchase, and REDTAG has a “no-questions-asked” policy if the product is in good, saleable condition. By offering this first-of-its-kind service in the segment, REDTAG has empowered customers to shop with confidence, knowing that the products can be easily exchanged later. REDTAG’s rationale for accepting its products anytime-anywhere is their trust in the honesty of their customers.
Loyalty is a two-way street
REDTAG’s incessant pursuit of customers’ convenience has, in addition to Anytime-Anywhere Exchange, led to a host of customer-centric initiatives, including ‘Find your Size’, ‘Personal Stylist’, ‘Instant Gifts’, and ‘Free Home Delivery’ — all part of its much-touted #WearASmile campaign. In a domain as dynamic and diverse as fashion and homeware, REDTAG is committed to driving accessibility and affordability of the latest collections while staying true to its best-in-class value promise.
In all of its offerings — be it in ‘REDTAG Listens’, which is a commitment to respond to customer queries within 24 hours; or the ‘Brand Ambassador’ initiative, which enables customers to be the voice of the brand — REDTAG has kept customers at the core. Every initiative is geared towards delighting the customers at every omnichannel touchpoint. And as far as walking in customers’ shoes goes, REDTAG believes the shoes should never come off.
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