Retail Success Stories

Retailers can greatly benefit from learning about their peers’ success stores. In this section, Retail TouchPoints offers case study articles featuring exclusive interviews with retail executives and their solution provider partners. These in-depth looks into retailer implementations include statistics, metrics and ROI use cases, in addition to quotes from the executives leading the charge.

Cosabella Lifts Email-Led Revenue 60% With Marketing Automation

Cosabella, a family-owned Italian lingerie company, has leveraged technology to allow its people to focus on creativity instead of wasting time on tedious tasks. By parting ways with its ad agency and teaming up with marketing cloud company Emarsys, Cosabella was able to free up the marketing team’s time and generate a 60% lift in email-led revenue in 2016 compared to 2015, plus an uptick in its subscriber base. A true win-win. “When we [parted ways with our ad agency], we said we don’t want to bring in more in-house talent,” said Courtney Connel, Marketing Director for Cosabella in an interview with Retail TouchPoints. “Instead, we wanted to leverage the talent that we have and use smart programs and artificial intelligence to fill the gaps.”

How Facebook And Amazon Play Into Mobile-First At eBags

There are a number of reasons why eBags is succeeding in the competitive travel goods space. But a focus on mobile-first is a primary driver of success: in 2016, year-over-year (YOY) sales via mobile grew 70% for both Q4 and full year 2016, while mobile traffic grew 67% for Q4 and 53% YOY. Co-Founder and EVP Peter Cobb shares his insights into eBags’ success, as well as his personal viewpoints on the retail industry, in this exclusive Q&A with Retail TouchPoints: Retail TouchPoints (RTP):eBags is committed to a strong marketing strategy using Facebook. Can you talk about the benefits of working with Facebook?

Augmented Reality Brings Online Furniture Shopping To Life At Chairish

Chairish, Inc. is the latest retailer that has jumped into the augmented reality (AR) craze, launching an AR feature in its iPhone and iPad apps that lets buyers visualize its products in their home. In an exclusive Q&A with Retail TouchPoints, Gregg Brockway, the Co-Founder and newly named CEO of Chairish, Inc., shares: How the company’s brands enhance the shopping experience with AR technology; What AR means for online furniture shopping; Why Pokémon Go was vital to jumpstarting the decision-making process; How outstanding mobile offerings must differ from online offerings; and The three brands that inspire his business creativity the most.

Digital Strategies Help Neiman Marcus And Home Depot Improve Omnichannel Personalization

Every retailer is seeking to reach the Promised Land of one-to-one customer personalization. Two brands that are leaders in their respective verticals — Home Depot and Neiman Marcus — use a variety of data-driven solutions to move them closer to this goal. Executives from both retailers shared key personalization strategies at a session titled Data: The New Currency For Retail Marketers, during the NRF Big Show 2017:

Rue La La Eliminates Data Silos To Kickstart Email Personalization

With 16 million members on its emailing list, e-Commerce fashion retailer Rue La La has a lot of potential shoppers seeking an exclusive experience. Realizing that it needed to tell individualized stories to truly engage these shoppers, Rue La La turned to democratized data warehousing service provider Snowflake to: Create more personalized email campaigns and curated product recommendations; Gain a 360-degree view of its sales funnel; and View significantly larger data sets that expose more shopper information to internal analysts. Rue La La initially structured its information in an existing enterprise data warehouse and used another platform to house its Big Data streams, including email and clickstream activity from its web site and mobile app. But these disparate data silos limited its analysts’ ability to integrate and analyze the data in one fell swoop. Snowflake allowed Rue La La to unify the data from these platforms and gain a single view of the consumer.

Supply Chain Integration Tightens Inventory, Boosts Accuracy For Nebraska Furniture Mart

Five years ago, executives at Nebraska Furniture Mart realized that the retailer's supply chain needed to be a major strategy driver within the organization. It was actually a logical conclusion: the omnichannel brand carries more than 650,000 SKUs, encompassing furniture, flooring, electronics and appliances, and nearly 25% of its product portfolio is brand new each year. Its vendors range from supply chain-savvy manufacturers like Sony, Samsung and GE to mom-and-pop companies building furniture in their barn and communicating via fax. By 2014, Nebraska Furniture Mart (NFM) had decided to move from its home-grown supply chain management system to an integrated system from Logility Voyager Solutions. Since then, the retailer has been involved in a continuous improvement process with the solution, leveraging its capabilities for benefits that are being realized throughout the company.

Indochino CEO: How Virtual Inventory Delivers The Benefits Of Online Shopping In-Store

Made-to-measure suit retailer Indochino had quite a successful year in 2016, seeing year-over-year omnichannel sales growth of 54% and year-over-year sales in comparable showrooms increasing 31%. With omnichannel sales growth in 2017 on pace to crack 50% again, Indochino is taking a more aggressive approach to brick-and-mortar expansion with plans to open eight new showrooms this year. Three showrooms will debut in the Canadian cities of Edmonton, Calgary and Vancouver this spring, with another five scheduled for major — but still unannounced — U.S. cities.

Toad & Co., Oregon Duck Store Leverage ERP To Simplify Reporting, Data Analysis

“Unified commerce” appears to be as much of a buzzword as an actual concept in retail. But two very different brands have illustrated that improving product visibility can enhance a retailer’s ability to create better experiences across all channels. Toad & Co., an apparel retailer with two brick-and-mortar locations in Maine and Oregon, an e-Commerce site and a catalog, also functions as a B2B business, selling products through third-party retailers. With the Oracle NetSuite cloud ERP platform, Toad & Co. has cut the time dedicated to financial analysis and reporting 40%. Additionally, the brand can better allocate inventory between its B2B and B2C businesses, which is vital since partner retailers often place orders in advance.

Chinese Laundry, NetRush Simplify Sales Tax Management

With tax rules changing every year and varying across state lines, retailers face tremendous headaches trying to keep up. The entire process takes a lot of time and manpower, but if retailers fail to comply, they will face tremendous scrutiny — even legal penalties.Both Chinese Laundry and digital retail agency NetRush sought to simplify, and even automate, their own sales tax management processes by implementing tax automation software provider Avalara.

Calyx Flowers Replaces ‘Robotic’ Service Reps With Retention-Focused Call Center

When Mark Ranalletti and Kap Wallingford purchased Calyx Flowers in summer 2015, the husband-and-wife team sought to pivot the online flower seller from a customer acquisition-focused brand to a customer retention-focused brand. The new Calyx Flowers team wanted the customer service atmosphere to focus on employees, replacing a former system that Ranalletti described as “robotic.” With the company suffering from a nearly 20% year-over-year sales decline and going through multiple owners in its 30+ years in business, Calyx Flowers partnered with call center SaviLinx in October 2016 to make this shift a reality.

Runtastic Generates 8 Million App Opens With Personalized Content

Mobile apps are an effective way to engage with users and generate brand awareness, but as consumers become more tech-savvy, they become more demanding and want to be able to access relevant information across multiple channels. Runtastic, a developer, marketer and distributor of fitness tracker apps and wearables, generated more than eight million app opens by enhancing its mobile app experience for global users through personalized content delivered in multiple languages.

Building A Brand From The Community Up

We talk a lot about Influencers and Community in retail today, but we’re typically talking about a retail brand trying to develop Influencers or create Community. But Truth In Aging has turned this concept upside down. What started out as a Community for women over 40 to share insights on beauty products has developed into a successful commerce operation.

Costume SuperCenter Boosts Mobile Conversion Rates 49% With Responsive Design

With its online traffic increasing tenfold from June to October 2016, Costume SuperCenter had a tremendous challenge on its hands as it prepared for the all-important Halloween season. The costume retailer had to adopt a mobile-first mentality, which meant creating a responsively designed e-Commerce site experience. Five months after launching its new e-Commerce and mobile presences via the WebLinc unified commerce platform in May 2016, Costume SuperCenter has seen: ● Mobile conversion rates increase 49% year-over-year; ● Mobile time-on-site increase 17.3%; ● Tablet conversion rates increase 24%; ● Total conversion rates across platforms increase 13%; and ● On-site search conversion rates across platforms increase 20.4%.

Draeger’s Mobile Scanners Cut Inventory Times 90 Minutes Per Day

Draeger's, a family-owned and operated grocery chain based in tech-savvy San Francisco, is constantly seeking ways to provide customer experiences that rival its larger, better-known competitors. The four-store upscale grocery chain turned to mobile scanners from Janam to improve inventory management in its grocery and housewares departments. The Draeger's team deployed XG3 rugged mobile computers to: Improve its shelf replenishment processes to ensure customers have faster access to high-quality specialty and gourmet foods, produce, meat and home goods; Reduce the time needed to complete in-store tasks; and Provide mobile workers with access to applications residing on their host system.
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