Falabella expands its personal shopper service in the Chilean capital
What: Falabella launches its personal shopper service in Santiago, integrating digital booking tools and focusing on customer well-being and style personalization.
Why it is important: Falabella’s strategy aligns with recent trends of blending online and offline experiences to enhance customer engagement and loyalty.
Falabella has introduced its personal shopper service at the Plaza Egaña store in Santiago, further expanding a network of personalized fashion guidance across the Chilean capital. The service offers 90-minute sessions with style specialists who help clients select garments tailored to their body type, color preferences, and lifestyle, while also incorporating the latest fashion trends in a practical, versatile way. This initiative responds to evolving consumer behavior, where shoppers increasingly seek not just products but experiences that boost confidence, reflect personal identity, and maximize wardrobe investment. The company highlights that 83% of users are women, with the service popular for work, special events, and everyday style updates. Customers can book appointments through the Falabella website or via in-store QR codes, reflecting a seamless integration of digital convenience with in-person expertise. The focus on customisation, efficiency, and sustainability positions Falabella at the forefront of experience-driven retail, catering to a growing demand for meaningful, guided shopping journeys.
IADS Notes: Falabella’s expansion of its personal shopper service mirrors a wider industry trend, as seen in July 2025 with Nordstrom and Saks Fifth Avenue investing in dedicated private shopping spaces and expert-led services to attract high-value clients. This shift is driven by the increasing importance of personalized experiences, with top-tier customers now representing a larger share of department store revenue. Simultaneously, the retail sector is embracing immersive, participatory environments and digital integration, as demonstrated by Decathlon’s video consultations and Selfridges’ AI-powered clienteling tools in May 2025. Falabella’s use of digital booking and in-store QR codes exemplifies this phygital approach, ensuring relevance for today’s digitally savvy, experience-oriented shoppers.
