Bernie Robbins: Luxury Retailer of the Year

(Newswire.net — July 22, 2016) Somers Point, NJ — Bernie Robbins Jewelers, the South Jersey and Philadelphia region’s leading independent luxury jeweler placed as a top five finalist for the prestigious LUXURY Retailer of the Year award at the JCK Jewelry Show in Las Vegas this year. The theme was “Personal Touch”, and gave Bernie Robbins the opportunity to showcase its uniqueness, from in-store experiences, digitally enhanced shopping methods and personalized ways of interacting with customers.

With Bernie Robbins Jewelers’ submission came a 60 second video of a long-time customer highlighting why Bernie Robbins fits the “personal touch” category. Photos and thoughtful responses rounded out the highlight reel.

The 54-year-old family-owned jeweler placed among the top five for reasons which included the below:

Store Experience:

With four Bernie Robbins Jewelers locations (Marlton and Somers Point in New Jersey; Villanova and Newtown in Pennsylvania), each store is designed for a consistent guest experience. With two store re-locations this year, Bernie Robbins worked with a Florida-based artist to design custom blown-glass chandeliers for the new stores. These beautiful works of art have become a major talking point for anyone who enters the store. Despite the fancy lighting and marble, Bernie Robbins have worked to create an atmosphere of warmth and comfort. Depending on the season, customers are immediately offered fruit-infused water, hot chocolate, mulled cider, and (always) champagne. They have a children’s area for little ones to play in while customers shop. We can’t forget about the jelly beans! Jelly beans are another remnant from the early days: the classic jellybeans are a staple in every Bernie Robbins store and are served in martini glasses.

Each store has a circular seating area with a coffee table and overstuffed chairs. This area, nicknamed “The Cockpit,” has become the central hub for conversations. Customers pop in during their errands, for some quick “coffee talk” with their sales consultant.

Bernie Robbins has been hosting special, exclusive events for years. From personal appearances by world-renowned designers, to themed cooking demonstrations – their customers are treated to an experience that they would not get anywhere else.

Going Above & Beyond:

From donating time to assist local non-profits, to meeting a customer at midnight to deliver a gift, going above and beyond is the norm, not the exception. Bernie Robbins shared a unique example of a husband and wife customer who were both pilots in the Air Force looking for an engagement ring to replace the one she had lost. When the husband was deployed in Iraq, the Bernie Robbins sales team spent countless hours to arrange for a special “virtual” presentation from the husband of the new ring to the wife on a 29” iMac in-store.

Bernie Robbins proudly presented the family with a plaque of appreciation for their valor, dedication and patriotism to the United States. The entire celebration was videotaped and photographed and a disc was given to the family as a keepsake.

Customized Shopping:

In November of 2015, Bernie Robbins executed a concept that fulfilled their mission of adding the ‘personal touch’ to every customer interaction. When Bernie Robbins spotted an issue of Watch Time magazine that heavily featured Rolex, they worked with Rolex and the publication to get several hundred additional copies. The Marketing and Sales teams then worked together to expedite personalized mailings that included a beautiful handwritten letter to their customer. Many of the sales consultants received personalized Thank You emails, call and texts.

Technology:

In today’s sales environment, technology now plays a role in the BR staff’s everyday personal interactions. Whether emailing back and forth with a customer, or texting a photo of a new arrival, Bernie Robbins relies on devices and apps. Bernie Robbins recently developed a new system that really takes the experience to the next level. Internally, they refer to it as the “WOW Service Smart Check Out System,” and it comes into play at the point of sale. This proprietary system is unique to Bernie Robbins and will evolve and expand in 2016 and 2017.  Customers are pleased to use the system and see the obvious advantages; as it is very brief, easy to use and truly reinforces why customers have chosen to shop at Bernie Robbins Jewelers.

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Bernie Robbins Jewelers is committed to excellence and is dedicated to continually grow, improve and expand upon its offerings and guest experiences. The Bernie Robbins team attended the JCK Jewelry Show in Las Vegas this year and were honored to receive this distinct placement among the top five finalists for LUXURY Retailer of the Year.