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Market observers said that with e-commerce offering a greater variety of products, competitive pricing and the convenience of home delivery, people are increasingly less inclined to visit large department stores. “Today’s shoppers increasingly seek personalised, curated and experiential retail experiences,” said Ms Leung Sau Yee, senior lecturer at SP’s School of Business. “Traditional department stores, with their generalist, one-size-fits-all model, often fall short of these expectations.” Many department stores also rely heavily on mall operators to drive engagement, she said. Without distinctive products, brand curation or compelling in-store experiences, they struggle to offer shoppers a strong reason to return. Offering experiences such as personal colour analysis, cooking or baking workshops and food-and-wine pairings can make shopping more engaging, and cannot be replicated by online retailers, said Ms Leung. She added: “Ultimately, for department stores to thrive, they must shift from being product-centric to experience-centric, staying attuned to evolving consumer values and behaviours.”

[The Straits Times]