ICSC Solal Marketing Awards 2017 Akmerkez Shopping Center
ICSC Solal Marketing Awards 2017 Akmerkez Shopping Center: “Pampering Services by Akmerkez”
1
Table of Contents 1) Photo Story............................................................Page 3 A. What is Akmerkez Pampering Services? B. Feeling Special with Concierge Plus Services C. Free Gift Wrapping Only For Akmerkez’ s Guests D. Never Tired with Concierge Trolleys E. Pampering Gifts
2
1) Photo Story A. What is Akmerkez Pampering Services? The 24-year journey of Akmerkez, a landmark in modern Istanbul, was long and though. It has been a brand full of many memorable "firsts" for its current main target audience as they had many bashes there in their childhood, first movie, first fast-food, first shopping from their favorite foreign brands, coming to Akmerkez with their friends by skipping the school for the first time. The brand, remained quiet between the years of 2010 - 2015 during the long renovation period, yet tried to cope with the pace of the competition against two new generation malls founded around at the same location. Akmerkez defied the years and have always been distinctive, but how could it be possible to maintain this while competing with new generation malls?
Our solution was to blaze a new trail and differentiate ourselves with superior services. At this point we created and actualized Pampering Services concept which is a service mentality that will strengthen the loyalty of our guests who stood with us even during the difficult construction period, show our gratitude to them and also pull new people by making a name for ourselves. Pampering Services are offering guests an exclusive service that is improving their shopping experience at Akmerkez in the most special and innovative way. It is the combination of high quality concierge services for free, unique offers and gifts for the most loyal customers and many other innovative ideas that improving our quests comfort and shopping experience at Akmerkez.
3
B. Feeling Special with Concierge+ Services Our guests are having a unique shopping experience at Akmerkez with the Concierge+ services and tailormade solutions.
Akmerkez proves its customer centric spirit with another first in the industry; the Concierge + service. Thanks to its complimentary services and experienced team, Concierge + offers a comfortable and enriched shopping experience at Akmerkez.
4
What services does Concierge+ offer? Akmerkez Concierge + offers many services such as delivery, making reservations, checkroom, consultancy and transfers for free.
DELIVERY While our guests are sipping their coffee and chatting with their friends or watching a nice movie, AKMERKEZ CONCIERGE+ will do the supermarket or pharmacy shopping for them, and deliver the goods to their home or anywhere they prefer. It picks up anything they wish to buy, and carries bags for them. INFORMATION ABOUT AKMERKEZ Where is the exact location of stores? Where could you find the products you wish to buy? AKMERKEZ CONCIERGE+ will help our guests find anything they wish to learn about Akmerkez. CHECKROOM SERVICES Our guests are having more relaxed shopping experience, AKMERKEZ CONCIERGE+ will take delivery of their belongings until they finish shopping. RESTAURANT RESERVATIONS AKMERKEZ CONCIERGE+ is always ready to provide information that our guests may need. Concierge+ is also experienced in making reservations at the restaurant of choice, at the stated hour and date.
5
PRODUCT REPLACEMENT AND ALTERATION AKMERKEZ CONCIERGE+ monitors the product replacement and altering for our guests, also makes home delivery to their door. INFORMATION AKMERKEZ CONCIERGE+ responds to all questions including those about traffic situation and address information between 10:00 and 22:00, seven days a week. CINEMA RESERVATION AKMERKEZ CONCIERGE+ searches for movies or theater sessions and location information for our guests, and makes the reservations as they wish.
6
TRANSFERS AKMERKEZ CONCIERGE+ transfers our guests to anywhere they wish by its VIP vehicles, or allocates a chauffeur for their own cars. EVENT ORGANIZATION AKMERKEZ CONCIERGE+ will do all the necessary arrangements for special and surprise events for our guests at Akmerkez. STYLE CONSULTANCY AKMERKEZ CONCIERGE+ replies to queries about the latest trends and new styles, and makes different suggestions and consulting in fashion as well. Personal consultation services is also available at Concierge+.
ENTERTAINMENT CONSULTANCY AKMERKEZ CONCIERGE+ collects all the information about events that our guests are interested in attending including movies, stage performances and concerts. TRAVEL CONSULTANCY AKMERKEZ CONCIERGE+ makes suggestions about tours, flight or bus schedules and hours, hotel room and accommodation prices, and makes the reservation for our guests. It also gives information about visa requirements, currency and weather condition of destinations.
7
DEALS AND ADVANTAGES AKMERKEZ CONCIERGE+ notifies our guests about deals and new campaigns at Akmerkez. REMINDER SERVICE AKMERKEZ CONCIERGE+ saves all the information that our guests wish to remember and reminds them on the specified date.
8
C.
Free Gift Wrapping Specially for Akmerkez’ s Guests
We know that our guests are looking for the most special gifts on New Year's and Valentine’s Day. In order to share this excitement with our guests and provide them more personalized gift options on these special occasions, we set up a free gift packaging stands. We also provide alternative package design and gift card options with exceptional visuals, creative package decoration alternatives and all for free of charge for our guests.
While our talented team is preparing personalized gift packages, our guests can work on their messages to write down on their gift cards.
9
D.
Never Tired with the Concierge Trolleys
We had a special trolley design for our guests who wanted to make a comfortable transition from store to store in the supermarket comfort while walking through the stores in Akmerkez.
We have produced 5 Shopping Mall Trolleys specially designed for customers in a shopping mall for the first time in Turkey. The Concierge Trolleys can be received at the Concierge + desk for free. We considered all the small details to give more comfort to our guests at Akmerkez. All of The Concierge Trolleys are designed to make shopping experience easier. For this reason, there is also a unit that our guests can charge their phone batteries and a drawer which they can lock special items in.
10
E. Pampering Gifts We had a deal with 19 exclusive brands such as Vakko, Vakkorama, Hugo Boss, Swarovski, Bee Goddess, Edwards, Yargici and Wepublic for our Pampering Gifts project. According to our concept, one of our Concierge officers comes with a surprise package in hand while our most private customers do their shopping. Our customers can receive a special gift and get surprised by our Concierge team anywhere anytime in Akmerkez.
11
An elegant box and a thank-you message from Akmerkez appear within the gift package. Inside the box, there is an invitation to Akmerkez Movie Theater exclusive for our customer, coffee treat at Akmerkez, free valet, free parking, and invitation to Met Opera show for two as a gift.
We delivered total number of 4.065 pampering services gifts to our customers within 7 months. According to feedback received by our Concierge team, we are getting more positive feedback with this unique application that make our guests smile, surprised and feeling more special. Overall, the concept of Pampering Services yielded quite positive improvements in terms of our store and customer relations. For the first time in Turkey, we have introduced a no strings attached loyalty program which does not demand any shopping yet still rewards loyal guests and make them feel more valuable and special.
12
1
Table of Contents 1) Photo Story............................................................Page 3 A. What is Akmerkez Pampering Services? B. Feeling Special with Concierge Plus Services C. Free Gift Wrapping Only For Akmerkez’ s Guests D. Never Tired with Concierge Trolleys E. Pampering Gifts
2
1) Photo Story A. What is Akmerkez Pampering Services? The 24-year journey of Akmerkez, a landmark in modern Istanbul, was long and though. It has been a brand full of many memorable "firsts" for its current main target audience as they had many bashes there in their childhood, first movie, first fast-food, first shopping from their favorite foreign brands, coming to Akmerkez with their friends by skipping the school for the first time. The brand, remained quiet between the years of 2010 - 2015 during the long renovation period, yet tried to cope with the pace of the competition against two new generation malls founded around at the same location. Akmerkez defied the years and have always been distinctive, but how could it be possible to maintain this while competing with new generation malls?
Our solution was to blaze a new trail and differentiate ourselves with superior services. At this point we created and actualized Pampering Services concept which is a service mentality that will strengthen the loyalty of our guests who stood with us even during the difficult construction period, show our gratitude to them and also pull new people by making a name for ourselves. Pampering Services are offering guests an exclusive service that is improving their shopping experience at Akmerkez in the most special and innovative way. It is the combination of high quality concierge services for free, unique offers and gifts for the most loyal customers and many other innovative ideas that improving our quests comfort and shopping experience at Akmerkez.
3
B. Feeling Special with Concierge+ Services Our guests are having a unique shopping experience at Akmerkez with the Concierge+ services and tailormade solutions.
Akmerkez proves its customer centric spirit with another first in the industry; the Concierge + service. Thanks to its complimentary services and experienced team, Concierge + offers a comfortable and enriched shopping experience at Akmerkez.
4
What services does Concierge+ offer? Akmerkez Concierge + offers many services such as delivery, making reservations, checkroom, consultancy and transfers for free.
DELIVERY While our guests are sipping their coffee and chatting with their friends or watching a nice movie, AKMERKEZ CONCIERGE+ will do the supermarket or pharmacy shopping for them, and deliver the goods to their home or anywhere they prefer. It picks up anything they wish to buy, and carries bags for them. INFORMATION ABOUT AKMERKEZ Where is the exact location of stores? Where could you find the products you wish to buy? AKMERKEZ CONCIERGE+ will help our guests find anything they wish to learn about Akmerkez. CHECKROOM SERVICES Our guests are having more relaxed shopping experience, AKMERKEZ CONCIERGE+ will take delivery of their belongings until they finish shopping. RESTAURANT RESERVATIONS AKMERKEZ CONCIERGE+ is always ready to provide information that our guests may need. Concierge+ is also experienced in making reservations at the restaurant of choice, at the stated hour and date.
5
PRODUCT REPLACEMENT AND ALTERATION AKMERKEZ CONCIERGE+ monitors the product replacement and altering for our guests, also makes home delivery to their door. INFORMATION AKMERKEZ CONCIERGE+ responds to all questions including those about traffic situation and address information between 10:00 and 22:00, seven days a week. CINEMA RESERVATION AKMERKEZ CONCIERGE+ searches for movies or theater sessions and location information for our guests, and makes the reservations as they wish.
6
TRANSFERS AKMERKEZ CONCIERGE+ transfers our guests to anywhere they wish by its VIP vehicles, or allocates a chauffeur for their own cars. EVENT ORGANIZATION AKMERKEZ CONCIERGE+ will do all the necessary arrangements for special and surprise events for our guests at Akmerkez. STYLE CONSULTANCY AKMERKEZ CONCIERGE+ replies to queries about the latest trends and new styles, and makes different suggestions and consulting in fashion as well. Personal consultation services is also available at Concierge+.
ENTERTAINMENT CONSULTANCY AKMERKEZ CONCIERGE+ collects all the information about events that our guests are interested in attending including movies, stage performances and concerts. TRAVEL CONSULTANCY AKMERKEZ CONCIERGE+ makes suggestions about tours, flight or bus schedules and hours, hotel room and accommodation prices, and makes the reservation for our guests. It also gives information about visa requirements, currency and weather condition of destinations.
7
DEALS AND ADVANTAGES AKMERKEZ CONCIERGE+ notifies our guests about deals and new campaigns at Akmerkez. REMINDER SERVICE AKMERKEZ CONCIERGE+ saves all the information that our guests wish to remember and reminds them on the specified date.
8
C.
Free Gift Wrapping Specially for Akmerkez’ s Guests
We know that our guests are looking for the most special gifts on New Year's and Valentine’s Day. In order to share this excitement with our guests and provide them more personalized gift options on these special occasions, we set up a free gift packaging stands. We also provide alternative package design and gift card options with exceptional visuals, creative package decoration alternatives and all for free of charge for our guests.
While our talented team is preparing personalized gift packages, our guests can work on their messages to write down on their gift cards.
9
D.
Never Tired with the Concierge Trolleys
We had a special trolley design for our guests who wanted to make a comfortable transition from store to store in the supermarket comfort while walking through the stores in Akmerkez.
We have produced 5 Shopping Mall Trolleys specially designed for customers in a shopping mall for the first time in Turkey. The Concierge Trolleys can be received at the Concierge + desk for free. We considered all the small details to give more comfort to our guests at Akmerkez. All of The Concierge Trolleys are designed to make shopping experience easier. For this reason, there is also a unit that our guests can charge their phone batteries and a drawer which they can lock special items in.
10
E. Pampering Gifts We had a deal with 19 exclusive brands such as Vakko, Vakkorama, Hugo Boss, Swarovski, Bee Goddess, Edwards, Yargici and Wepublic for our Pampering Gifts project. According to our concept, one of our Concierge officers comes with a surprise package in hand while our most private customers do their shopping. Our customers can receive a special gift and get surprised by our Concierge team anywhere anytime in Akmerkez.
11
An elegant box and a thank-you message from Akmerkez appear within the gift package. Inside the box, there is an invitation to Akmerkez Movie Theater exclusive for our customer, coffee treat at Akmerkez, free valet, free parking, and invitation to Met Opera show for two as a gift.
We delivered total number of 4.065 pampering services gifts to our customers within 7 months. According to feedback received by our Concierge team, we are getting more positive feedback with this unique application that make our guests smile, surprised and feeling more special. Overall, the concept of Pampering Services yielded quite positive improvements in terms of our store and customer relations. For the first time in Turkey, we have introduced a no strings attached loyalty program which does not demand any shopping yet still rewards loyal guests and make them feel more valuable and special.
12
