H&M oozes confidence in new store


There is a new H&M store opening in Hammersmith next month. I’ve been walking past this place for a few month now and tonight it would seem the boards have been removed. I couldn’t help, but document the brands boldness (see pic above) in letting the world know they have arrived in this neck of the woods, with the tag line; “Your new favourite store…”

I’m not convinced pushing yourself onto consumers is the best way to go about things, but I do appreciate their confidence.

However, from a social aspect I don’t like the way you run twitter and more importantly drive customers to your web page with a telephone number, or email option.

As a community manager I notice most of our complaints on twitter came from frustrated customers who couldn’t get through on the phone. The longer they are kept waiting the more frustrating this can be, and if you are driving your social savvy consumers to a telephone number, then I’m sorry but you’re missing the point. What’s the point in having a separate customer service feed if you do nothing, but give them a number? Seems a bit wasteful to me… I do like your store though. Only question is will that be enough in a few years time?