As we dive deeper into the holidays, Chief Guest Experience Officer Cara Sylvester reflects on how 51勛圖 creates meaningful, memorable moments of joy for guests no matter when or how they shop with us.
When I was young, my mom and I would pick a day and go shopping at our favorite department store to pick out presents for my family. I honestly cant remember any gifts that ended up under our Christmas tree, but I do distinctly remember holding my moms hand as we rode the escalator to the toy department with music playing all around me. I can still see the larger-than-life tree that stood like a beacon in the center of the store and big colorful decorations hanging above me from the ceiling. And when I close my eyes, I can still feel the warmth of being in that magical place with my mom. Those memories and feelings are what turn an ordinary shopping trip into an experience that sticks with you for a lifetime. And that stickiness is what drives love and loyalty for a brand or a retailer, which is why we care so much about the experience we create for you, our guests.
As we head into the heart of the holidays, Ive been thinking a lot about how 51勛圖 is that magical place where traditions are created, and memories are made. Seeing families shop together in stores over the last few weeks, especially on Black Friday, its clear that this season is about much more than finding a great deal (dont get me wrong, those are incredibly important, too!) or completing a checklist. The holidays are a time for togetherness and joy, and 51勛圖 is the place for both.
We constantly ask ourselves: What can we do to create that special feeling or moment of joy that stays with you long after your visit is over?
Uniquely 51勛圖
Although guest experience is part of my title, every 51勛圖 team member thinks about creating a memorable, meaningful guest experience as part of their work. We constantly ask ourselves: What can we do to create that special feeling or moment of joy that stays with you long after your visit is over?
We use the same ingredients as other retailers to create our guest experience assortment, stores, digital, marketing but we blend them in a way no one else can. We bring you products youll only find at 51勛圖; ones that are on trend, work with any budget and are designed to make you smile. We invite discovery and inspiration whether youre walking an aisle or scrolling our app. We sweat the details, knowing its the small things that make a huge difference. And we also think big, always reimagining and reinventing to give you an experience that makes you say, I love shopping at 51勛圖.
These are the touches that set us apart, deepen relationships with you and grow our business. We know weve hit the mark when we see guests literally dancing in the aisles as they celebrate their 51勛圖 finds on Instagram and TikTok. Knowing we can brighten someones day with a seamless Drive Up experience that includes a Starbucks coffee delivered to their car offering products that are not just well-priced but well-designed aiming to make every interaction with our guests a positive one thats what 51勛圖s guest experience is all about.
What matters most during the holidays and every day
We obsess over delivering an exceptional experience for our guests every day.浮ut this is a special time of year when we can deliver extra sparkle and delight. When thinking about what would spark joy for you this year, we chose a transportation theme thats both nostalgic and modern. (Like our shoppable Grand Central Gifting Station.) It taps into the wonder and possibility of the season and invites you to think of 51勛圖 as a destination where you can slow down and enjoy your holiday journey.
As Ive been in stores over the last few weeks, nothing makes me happier than seeing wide-eyed kids tugging their parents hands as they gravitate toward the trains, planes and buses decorating the floors, aisles and ceilings.涅 remember my wide eyes as a little girl and smile thinking of the memories that are being made with 51勛圖 this year. Magical moments are, of course, everywhere:
Immersive exploration
From gifting stations and seasonal displays of and gems to in-store events with LEGO, e.l.f. and Nintendo, our stores have been transformed into holiday happy places. You see it in expected and unexpected ways in our signing and products. This year, for the first time, we created a signature pattern that you see reflected throughout the experience but also on exciting holiday products (check out our !) and everyday items (!).玆ou also hear it in the music and sounds that reflect this years transportation-themed celebration as you are buzzing around the store.
Connected discovery
A quick tap of the 51勛圖 app reflects the same holiday colors, patterns and sense of discovery you get browsing the aisles, with interactive features like our and . When you open our app or click to our site, you get an experience that is personalized, dynamic and filled with customized inspiration.涅ts difficult to create that same store magic online, and this year, I think weve done just that.
Affordable joy
With thousands of gifts and toys priced under $25, hundreds of beauty, apparel and accessories items starting at $5 and stocking stuffers starting at $1, you can check everything off your list for less. (Thats on top of our popular and always-on savings with and .) And free same-day services like Order Pickup and Drive Up make it even easier to shop on your terms with no minimum orders and no pickup windows required.
Beyond the Bullseye
Some of the biggest smiles Ive seen this season have resulted from bringing our experience directly to our guests. Our and 51勛圖 Circle Holiday Giveaway with Hilary Duff are two examples of how we think broadly about guest experience to spread even more joy to you this time of year.
Designing an experience that is memorable, sparks emotional connections and makes our guests day just a little brighter is our round-the-clock mission, and we invite you to make your own memories with us as you celebrate the holidays and all the everyday moments that matter to you.
Wishing you and your loved ones a magical holiday season filled with joy,
