The State of Retailing Online 2015 report finds search and email leading the pack with e-retailers.
On the Polo.com site, it’s all about the atmosphere. "We’re selling people a dream, an attitude," says Chief Marketing Officer David Lauren.
In dress and fashion speak, the youthful David Lauren comes across as the web-based version of his famous designer father. As chief creative and marketing officer of Ralph Lauren Media/Polo.com, son David speaks of his company’s year-old web site the way father Ralph talks about his trendy fashions. “We are in the lifestyle marketing business,” the younger Lauren told attendees at the eTail 2001 Conference in New York in August. “We’re selling people a dream, an attitude, and we take that philosophy to our web site.”
In Lauren’s view, that philosophy has produced a distinctive web site which features highly focused merchandise and a selling strategy that stresses content, glamour and glitz. Lauren dubs the strategy “merchantainment,” and it means that fashions are not presented in a virtual vacuum but in a fashion context. The web site, for example, features interviews with fashion model Penelope Cruz and other celebrities connected to the Lauren brand, videos on how a particular silk scarf should be folded and worn, behind-the-scenes videos of a fashion show, and an “Ask Ralph” feature.
Nothing is displayed on the site without the support of beautiful and related background images and information. Clothing designed for the great outdoors is supplemented by stories on outdoor living; dress inspired by an upscale polo set are illustrated by stylized equestrian images; biking and climbing gear is displayed with interviews with athletes providing tips on those sports. “We want to give as much information about the product as we can, but we also want to give it a personality,” Lauren says. “We want to use our web site to create this world, this dream, so that the customer can see not just the clothes but the world that inspires them. And we want the customer to say ‘Wow, that’s cool. I want to be part of that world.’”
To help achieve the slick video images, Polo teamed up with NBC as a partner on Polo.com. In Lauren’s mind, that partnership and the approach the web site has taken to merchandising helps counter what he says is one of the handicaps of the web. “When we started into this, we wondered how we could create three-dimensional images,” Lauren says. “We wanted to do something that was cinematic, something that keeps the visitor energized, something that can be found in the store.” Part of the deal with NBC also involves “very heavy” television promotion of the site.
Dialogues with retailers
While Lauren was short on specifics about web site traffic and sales, he noted that one-quarter of visitors to the site click into the editorial that supports the product sale. Providing useful information to support a web sale is the ticket to customer retention, he says. “We want to make sure we get visitors to keep coming back to the site,” Lauren said.
Lauren also argues that the designer’s site does not threaten Polo’s relationship with the department store and specialty chains. He notes that as the site began expanding the market for Polo merchandise, “our business went up everywhere, including in the store.” And, he added, his company’s site “has set a tone” for the department store chains to follow on their fashion sites. “We make sure to keep up a dialog on this with all the chains where we have a relationship,” says Lauren.