Mary Portas: Secret Shopper Season 1 Episode 2 Shobies & Co

Mary Portas: Secret Shopper is a British television series that follows retail expert Mary Portas as she goes undercover to observe and critique the customer experience in various businesses. Season 1 Episode 2, titled Shobies & Co, sees Portas visit an independent shoe shop in Brighton.

The episode begins with Portas explaining the importance of independent retailers and the challenges they face in a market dominated by big brands and online shopping. She recounts her childhood memories of visiting her local shoe store and the personal touch and expertise that she received there. She hopes to find the same level of service and passion for shoe fitting at Shobies & Co.

Upon arriving at the store incognito, Portas takes note of the window display and entrance, noting that it lacks personality and does not entice her inside. Once inside, she is greeted by a friendly member of staff who directs her to the women's section. Portas observes the store layout and stock, noting that it is cluttered and disorganized with shoes displayed on the floor.

As she tries on various shoes, Portas notices that the staff are not offering to measure her feet or help with fitting. She recognizes this as a missed opportunity to provide a personal service and showcase the staff's expertise. Portas also discovers that the store does not offer any own-brand shoes or unique products, which she sees as a disadvantage in a saturated shoe market.

Portas decides to confront the staff and offers feedback on how they can improve their service and customer experience. She encourages the staff to measure customers' feet and offer their expertise on fitting, as well as suggesting a revamp of the store's layout and displays. She also encourages the store to consider introducing their own-brand shoes or unique products to differentiate themselves from the competition.

The episode then follows the store's journey as they take on Portas' suggestions and implement changes to their store and service. They bring in a new range of own-branded shoes, introduce seating areas and fitting stools, and redesign their store layout and displays. They also train their staff on shoe fitting and customer service, with a focus on offering a personal and expert service.

Overall, Mary Portas: Secret Shopper Season 1 Episode 2, Shobies & Co, highlights the challenges faced by independent retailers and the importance of providing a personal and expert service to stand out in a saturated market. The episode offers valuable insights and advice for businesses looking to improve their customer experience and succeed in the retail industry.