Customer Service Engagement

An Independent Aroma Experience

2024

How might Bath & Body Works create a more engaging, less overwhelming shopping experience for customers without the feeling of overbearing associates?

The Ask

The Insight

Shoppers love the brand and rewards but feel stores are crowded, product-heavy, and overly guided. They want independence, curated experiences, and app-enabled convenience.

Seasonal pop-up shops with exclusive collections, streamlined displays, and app-based checkout, paired with engaging events and empowered associates to deliver a fresh, new, enjoyable way to connect with the brand.

The Solution

Bath & Body Works will collaborate with major companies in high-traffic U.S. cities to pilot an independent, app-enhanced customer experience.

Layout of a Bath & Bodyworks pop-up shop showing entrance, sales associates, seasonal product displays, a seasonal product demo station, a checkout station, and an out of season product display table.

Two smartphones display shopping app screens. The left screen shows a Calvin Klein candle and lotion, with options to add to a list and checkout. The right screen shows the same lotion item, added to the cart with price $16.00.

These collaborations will increase brand awareness and local loyalty while driving interest in exclusive, hands-on, limited-time experiences powered by new app features.