CASE STUDIES • El Corte Inglés

El Corte Inglés and Planet improve Tax Free shoppers' experience

El Corte Inglés is the biggest department store group in Europe and the third largest worldwide. International shoppers needed to get their Tax Free forms and refunds at their clients Service Desk. To deliver a specialised, personalised customer experience, Planet opened two Tax Refund Lounges on El Corte Inglés flagship stores in Barcelona and Palma de Mallorca.

Challenge

Aware of the importance of the international shopper and the attraction that tax free has for luxury shopping, El Corte Inglés aimed to offer these customers a VIP service that would encourage them to spend more. At the same time needed to free up its in-house customer service to improve its efficiency when providing non Tax Free related support.

Solution

Located in Plaça de Catalunya (Barcelona) and Avinguda d'Alexandre Rosselló (Palma de Mallorca), international shoppers enjoy a VIP service that includes issuing Planet tax-free invoices from El Corte Inglés shops, refund of tax-free vouchers from Planet merchants, advice from Planet professionals, a rest area with complimentary water and coffee, automatic refund kiosks to speed up transactions and an area with greater privacy, an incentive for this customer profile. In addition, El Corte Inglés encourages recurrent spending in the shop by rewarding with 10% those who choose the El Corte Inglés gift card and decide to reinvest the amount of the VAT refund in its shops.

Planet VIP Tax Refund Lounges at El Corte Inglés stores