This weekend, the Wall Street Journal exclusively profiled Hero and the continued transformation of Tailored Brands, the largest men’s tailored clothing retailer in the U.S. and Canada. Together we are building a unique partnership that is transforming their 1,300 Men’s Wearhouse and Jos. A. Bank stores into catalysts for digital growth; fast becoming their greatest weapon in the battle with upstarts like Bonobos and Suitsupply.
“(Men’s Wearhouse) is starting deploy its army of salespeople on shoppers browsing its website. Using their smartphones, the store workers can message, video chat and send photos of shirts or ties — and then get paid commissions for online orders the same way they do for ringing up items at the cash register” wrote the WSJ.
Ben Baum, Chief Digital Officer of Tailored Brands commented, “Online, it’s a jungle out there. Men have low confidence in the virtual shopping experience, and as a result, (online) conversion rates are low across the board, especially for tailored clothing.”
“Only one shopper had walked into the spacious Men’s Wearhouse store here in the first hour after it opened on a recent Wednesday. But Will Muñoz, the store’s manager, chatted with 13 customers…By 11 a.m., Mr. Muñoz, 32 years old, had given wedding recommendations to a customer in Puerto Rico. Six people had asked for prom outfits. For a shopper in Idaho who wanted something different, Mr. Muñoz suggested a lavender coat…The employees can wave their phones over product tags to generate web links to purchase the items and set up appointments through the app” the WSJ continued.
Over the holiday season, Men’s Wearhouse launched Hero into 100 stores and after finding that shoppers were more likely to buy an item after interacting with an associate in-store, they expedited the rollout of Hero to the company’s remaining stores. By September, more than 3,000 associates across both Men’s Wearhouse and Jos. A Bank will be able to sell, serve and earn with online shoppers.
Doug Ewert, Tailored Brands CEO later commented, “We have always been committed to delivering world class customer service with expertly guided, easy and personalized shopping experiences. This is especially important in tailored clothing where fit, touch, quality and versatility are top consumer concerns and are especially difficult to convey online…Men’s Wearhouse LIVE! and Jos. A. Bank LIVE! are potential game changers.”
We couldn’t be prouder to be working with a truly iconic American company to enhance the way their customers shop, giving them the confidence to buy whilst transforming the role of the store for 21st century retail.