eCommerce Meets High Street: How Wardrobe at The Cross Wins with Personalization and Trust, with Hilary Large

Hilary Large is the owner at Wardrobe at The Cross, a women’s fashion boutique. Launched in 2023, they sell via their physical high street store, and via their Shopify website and have already built to 100s of orders a week. In this episode, Hilary shares how she’s blending the best of in-store service with online scale — from personally calling first-time customers to building a brand rooted in trust, experience, and genuine connection. Hit PLAY to hear: 💡 How Hilary Large built a women’s fashion brand that blends bricks and clicks — and why it works. ☎️ The surprising reason she personally calls every first-time online customer (and what it does for retention). 🛍️ How a small boutique competes with big brands by delivering luxury-level service. 📦 The simple systems that keep her returns low and repeat purchases high. 👗 Why having a physical store still matters — even in a digital-first world. 🔑 The one thing Hilary refuses to give up as her business scales (and why it could change yours too). Key timestamps to dive straight in: [03:56] eCommerce Marketing Growth Journey [08:19] "Brand Growth Through Retail Presence" [12:46] Customer Trust Epiphany [14:40] "Optimizing eCommerce Customer Support" [18:56] "Protecting the Business's Foundation" [20:14] Listen to Hilary’s Top Tips! Full episode notes here: --- Download our ebook... 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at Love the show? Chloe would love your feedback - leave a review here: or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: Advertising Inquiries: Privacy & Opt-Out:

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eCommerce Meets High Street: How Wardrobe at The Cross Wins with Personalization and Trust, with Hilary Large is an episode from eCommerce MasterPlan by Chloë Thomas.

This episode is 31:38 long.

This episode was published on Dec 22, 2025.

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