Zara, the clothing brand, drives about 70% of the Inditex group’s revenue. Its continued success fuels a strategy built around flagship stores that showcase the brand in prominent city centers and reinforce its market leadership.
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Flagship locations are designed to maximize space for online orders and increasingly prioritize experiences over sheer inventory. The emphasis is on presenting fewer items on the floor while keeping plenty of stock behind the scenes to meet online demand.
Now Zara invites customers to participate more actively in the purchasing process. Shoppers are asked to return garments they try on, on the hangers exactly as they were received. Gone are the days of tangled returns and crowded dressing rooms; the goal is a neater, more efficient checkout and return flow.
In 2018 Inditex launched a global plan to improve the commercial space, which included opening emblematic stores in Barcelona, Madrid, Bilbao and Valencia. Additional openings were planned in other major Spanish cities. The approach blends tradition with technology to enhance the shopping experience for customers.
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Most customers complied with the new process. When concerns arose, employees reminded shoppers to return hangers and to keep the dressing area tidy. If a customer forgot to return items, staff offered gentle guidance to avoid congestion at the return counter. A designated associate at the counter handled garment tagging and folding, ensuring a smooth experience without touching the items directly. While there were occasional exceptions, the new routine became a daily norm: ready-to-return clothing items were expected to be placed back in an orderly fashion.