Marionnaud extands its Click and Collect service throughout France

2 June 2014

After a test phase on 30% of its network in 2013, Marionnaud (1,100 outlets in ten European countries) is the first prestige beauty retailer in France to offer, since the end of the first quarter of 2014 and on the whole territory, an on-line order service coupled with delivery in any selected Marionnaud shop.

Omni-channel strategy

After having launched digital applications, in particular in its Champs-Elysées flagship store in Paris, in store delivery is a new step forward for Marionnaud, which wants to become an omni-channel retailer. "Consumers are changing their shopping habits and Marionnaud is taking care of them in this move," the retailer underlines.

The main lines of the new service are quite simple: the consumer orders her (or his) products on Marionnaud’s online shop, then chooses the store where to get the products delivered. When the products are delivered, the consumer receives an email and can pick them up.

All the 8,000 references of the online shop can be delivered through the click and collect service, which “entirely free.”

Once in the shop, the customer does not leave with a postal parcel but with a Marionnaud bag, just as after a shopping session. "We opted for a personalized approach to Click & Collect," says Carole Barkatz, e-commerce manager at Marionnaud. The shop assistants that hand over the order can thus provide all the information the clients may need about additional products.

First feedback

According to Marionnaud, within a few weeks, the new free service was a resounding success with Click & Collect representing more than 20% of all online orders in March.

Marionnaud sees this service as a customer loyalty tool but also as a way to recruit new clients and as a good opportunity to enhance traffic in many of its outlets.