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Four photos from the LOOKFANTASTIC Altrincham shop

Resource Type: Case Studies

CASE STUDY

LOOKFANTASTIC’s Seamless Omnichannel Transformation with THG Commerce

LOOKFANTASTIC partnered with THG Commerce to launch a new retail concept in Altrincham, creating an elevated beauty destination that seamlessly merges the convenience of online shopping with the tactile, personalized experience of a physical store.

The results so far:

£375k

sales since launch (+28% vs. forecast)

14.1k

units sold

7.6k

transactions

  1. LOOKFANTASTIC’s Seamless Omnichannel Transformation with THG Commerce
  2. The Challenges
  3. The Solutions
  4. The Results
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LOOKFANTASTIC sought to create an elevated in-store experience for customers. This flagship store was designed to deliver a truly omnichannel experience, enabling customers to shop seamlessly, earn loyalty rewards, and access exclusive in-store promotions, all in one place.

The Challenges

LOOKFANTASTIC set out to reimagine the traditional beauty retail experience by integrating digital capabilities into a physical environment. 

The key objectives included:

  • Introducing self-service options for salon appointments and product purchases.
  • Providing access to in-store promotions and loyalty point collection.
  • Streamlining return and exchange processes.
  • Laying the foundation for continued growth and future innovation in customer engagement.

The Solutions

THG Commerce delivered a fully integrated solution that empowered LOOKFANTASTIC to:

  • Enable self-service: Customers can now book salon appointments and shop independently, reducing waiting times and improving convenience.
  • Integrate loyalty and promotions: In-store shoppers benefit from exclusive offers and earn loyalty points, enhancing engagement and retention.
  • Connect online and offline: A unified commerce experience allows customers to move fluidly between digital and in-store touchpoints. 

The Results

With THG’s technology, LOOKFANTASTIC’s enhanced in-store experience is already driving measurable impact:

  • Higher customer satisfaction: Self-service tools and loyalty perks have created a more rewarding and frictionless shopping journey.
  • Improved store operations: Automation has freed up staff resources and improved decision-making through real-time insights.
  • Built for the future: With scalable infrastructure and API-ready systems, the store is primed for continued growth.

This enhanced in-store experience has delivered some stand-out results. These include, to date:

  • $375k sales since launch (+28% vs. forecast)
  • 14.1k units sold
  • 7.6k transactions
     

LOOKFANTASTIC’s partnership with THG Commerce highlights the power of a comprehensive retail transformation strategy. 

By merging digital innovation with customer-centric solutions, LOOKFANTASTIC has set a new standard for omnichannel beauty retail – one that’s ready to scale.