Target remodeled stores: more mannequins and a ‘river.’
Published 12:00 am Tuesday, July 24, 2018
- Merideth Lembke of Brookfield, Chicago, and her four children shop for school supplies and groceries at the remodeled Super Target store in Chicago on Friday. Target is remodeling 18 stores in Chicago this year, and overhauling more than 1, 000 locations by the end of 2020. (Antonio Perez/ Chicago Tribune/TNS)
Lori Browder had waited a few months between Target runs before returning to her local store in Broadview, Illinois, a couple of weeks ago. So when Browder, 42, walked through the doors, she did a double take.
“I was shocked,” she said.
The Broadview store is one of 18 Chicago-area stores Target is remodeling this year, on top of seven completed last year, as the chain revamps more than 1,000 of its 1,835 stores by 2020.
The Minneapolis-based retailer’s new look caters to customers who shop online but still come to stores for quick trips or to browse and be inspired, said Justin Burns, senior group vice president of Target stores.
Burns estimated Target is spending $4 million to $10 million on each remodeled store, a sizable sum when sales are growing faster online than in stores.
But the stores aren’t going away. Nearly 95 percent of Target’s sales came from its stores in the most recent quarter.
Those stores filled more than two-thirds of digital orders during those three months, either shipping them to customers or pulling items for pickup, Chief Operating Officer John Mulligan said during an investor call in May.
Target is betting a better store experience will pay off.
The Broadview store features a larger order pickup area at the center of the store, with more space for storing prepared orders and separate lines for customers making returns and picking up purchases.
The parking lot has designated spots for shoppers who want their order delivered to their cars.
The rest of the store caters to customers who enjoy browsing, with a more modern, upscale feel, Burns said.
Remodeled stores play music, and there are more displays, with about 160 mannequins, showing customers how items — many from private label or exclusive brands — might look as an outfit.
The company said it plans to introduce more than a dozen Target-only brands by 2019.
An aisle through the center of the store — employees call it “the river” — winds around displays meant to encourage shoppers to stay and look around.
One near children’s apparel put a handful of kid-size mannequins amid toys and costumes.
Another, near athletic wear, stocked Chicago Bears and Cubs merchandise.
There’s also a dedicated “trend spot” near the entrance that gets new merchandise every four to six weeks, Daniels said.
Last week, it stocked Harry Potter apparel, books and other merchandise in honor of the 20th anniversary of the series’ publication in the U.S.
The beauty department got a makeover, with space where customers can try out products or get help from a beauty expert.
The apparel and technology departments have dedicated employees who received extra training in those areas, Daniels said.
That should improve the service customers get, Daniels said.
The retailer is paying attention to feedback as it remodels additional stores. After customers said they liked the room for nursing mothers at one location, all newly remodeled locations will get one, Burns said.
The company opened several smaller stores in urban locations throughout Chicago, with a similar look and feel but scaled down. The stores feature grab-and-go food and beauty products near the entrances.
These help Target grow in neighborhoods where its traditional big-box stores don’t fit.
It needs to make sure those bigger stores stay relevant, said Craig Johnson, president of Customer Growth Partners.
Target says it’s seeing a payoff since the first renovated stores opened last year.
Remodeled stores have seen sales rise between 2 and 4 percent on average, driven by customers making more frequent trips, Mulligan said.
Vanessa Walrath, 35, noticed the new displays but didn’t think the store felt dramatically different.
But for Walrath, who likes Target’s prices and selection, that wasn’t necessarily a problem.
“I’ll still come no matter what,” she said.
Even if online sales are growing faster, after years of focus on improving their ability to sell online, retailers like Target could stand to play some catch-up when it comes to updating stores, said Neil Stern, senior partner at Chicago-based consulting firm McMillanDoolittle
“They’re doing a lot of the right things, so the question is how to create a better package to put it in so people take notice,” he said.