Harvey Nichols Is Taking Personal Shopping Virtual With HERO®

Founded in 1831 by Benjamin Harvey, Harvey Nichols is a London institution. First opened on the corner of Knightsbridge and Sloane Street, the business grew over the next 70 years to encompass nearly an entire city block.

In the 20th century, Harvey Nichols continued to expand and innovate as it opened a restaurant on the Fifth Floor called Harvey’s. An instant success, the department store earned a lasting reputation for fashionable clothing tinged with a champagne lifestyle, frequented by global icons like Princess Diana.

Throughout the 1980s, Harvey Nichols introduced mixed collections to their curation, encouraging the likes of Max Mara and Nicole Farhi to design a variety of pieces, rather than focusing on a single department as was standard practice at the time.

Today Harvey Nichols is known around the world as the premier luxury department store, acclaimed for its curation of fashion and beauty products, premium food and wine, and award-winning restaurants. Locations include seven stores across the UK and Ireland, alongside six overseas flagships, from Dubai to Hong Kong.

Continuing its legacy of innovation and progress, Harvey Nichols has expanded the influence of its expert stylists beyond the four walls of the store for the first time, offering a personal shopping experience to online customers with Hero’s powerful virtual shopping tools.

A Personal Shopping Experience, Virtually

Harvey Nichols has spent nearly 200 years perfecting the art of retail, offering customers a personalized and unique shopping experience every time they walk into the store. With Hero, Harvey Nichols is extending its renowned high-touch service to online shoppers virtually.

Through text, chat, and video, online shoppers seeking style advice and inspiration immediately connect with one of hundreds of in-store stylists at the tap of a button. Once connected, Harvey Nichols store teams provide style tips, photos of the latest collections, and even walkthroughs of the store for a tailored virtual shopping experience.

The results of offering an IRL shopping experience virtually speak for themselves: online customers are 10x more likely to make a purchase and spend up to 63% more when they shop with a Harvey Nichols style advisor through Hero.

“Closing the service gap between online and in-store is a critical part of our retail strategy, and we are delighted to be partnering with Hero to offer our online customers the same level of luxury, personalised service that they would experience at our stores,” explains Pearson Poon, Executive Director, Harvey Nichols.

“Throughout our partnership with Hero the results have been outstanding, with a significant uplift in sales across every department.”

Paul Finucane, Group Trading & Stores Director, Harvey Nichols

Building Relationships Long After the First Purchase

Customers wishing to continue their shopping journey in-store can touch base with Harvey Nichols style experts virtually to arrange a physical store visit. Products can be set aside and fitting rooms reserved well in at a time they’re most comfortable with, ensuring a seamless shopping experience whether online or offline.

“Hero is helping us deliver on our omnichannel ambitions,” adds Paul Finucane, Group Trading & Stores Director, Harvey Nichols.

Additionally, relationships between store teams and customers don’t have to end after the first purchase. Instead, with built-in clienteling, Harvey Nichols’ style experts can continue the conversation through text and email, keeping in touch with customers to follow up with updates on their orders, special events, and VIP offerings.

In 2018, the partnership between Harvey Nichols and Hero received the Innovation in Technology Award from Luxury Briefing.

Spread the word: