It’s the most wonderful time of the year for shoppers, but Target is trying to reduce the chaos of holiday shopping in its stores.
Target’s chief guest experience officer, Cara Sylvester, said customers are craving consistency when shopping in stores. For Target, that means cleaning them up, keeping shelves stocked, and having happy staff members.
It’s all part of an effort to keep consumers engaged and shopping the aisles of the winter wonderland that Target is creating throughout its 2,000-plus stores.
Although it’s spreading holiday cheer this season, Target hasn’t had a joyous past few years. The retailer posted declining comparable sales for six of the past nine quarters under exiting CEO Brian Cornell. Last month, the company said it would be laying off about 1,000 corporate employees and cutting another 800 open roles to help the company move faster and simplify workflows.
Target’s chief operating officer and soon-to-be CEO, Michael Fiddelke, has big plans for the retailer that he will helm in February. His strategy is based on “knowing what makes Target Target,” Fiddelke said during Target’s earnings call in August. The guest experience is one major area he wants to improve.
Target took me on a tour of a New Jersey location, where I stepped into a “whimsical Alpine world,” as Sylvester described it to me, to get a preview of how the retailer is revamping its stores to win shoppers back this holiday season.
“We want guests to see, to feel, Target” when they walk into stores, Sylvester said. It sounds simple enough, but the retailer has struggled with store traffic recently. The goal is to make it “look beautiful” with various holiday-themed displays to show off its winter collections.
However, I got the sense that some of the changes aren’t just seasonal; they’re targeting bigger issues.