PIRCH, one of America’s best customer experience companies is closing over half of its stores according to Chain Store Age. The store, its culture and philosophy, not to mention its award-winning design, have been a favorite case study of mine for years now. You can read it here.
Like many others, PIRCH isn’t immune to rapid changes in customer preferences, the impact of technology, and investors’ demands. The company is positive about its future and promises to maintain its unique formula of customers-first, excitement in retail, and innovation as it retrenches to its Southern California roots and focuses on services to the design community. A proven and trusted player in that difficult-to-win-loyalty space, it will, I’m sure, succeed.
PIRCH’s biggest contribution, in my opinion, has been to wake up other retailers (and investors) to the opportunities of experiential retail. The store’s biggest lesson may be the importance of scaling at the right speed—one of the hardest things to do in a capital-intensive business like retail. Many firms have used the PIRCH model as inspiration for their own innovations. There’s no higher form of flattery.