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.

City Furniture Cuts Shopper Journey Time 50% With Associate-Facing Apps

In conjunction with IBM and Apple, City Furniture has developed new mobile apps to improve the customer experience within its showrooms. The move has significantly enhanced shopper-associate interaction, cutting in half the time required for a customer to select the product, choose services and delivery, then make a payment or apply for credit. To expedite this in-store shopper journey, City Furniture launched three MobileFirst for iOS apps for iPad Pro: ASAP (Accelerating Sale Associates’ Performance), Payment, and Finance. City Furniture is rolling out the apps to 400 store associates across 15 City Furniture showrooms and 12 Ashley Furniture HomeStore showrooms in South Florida.

Atlanta Light Bulbs Brightens Revenue 70% Via Pricing, Cart Abandonment Apps

An early adopter of B2B e-Commerce, online specialty light bulbs seller Atlanta Light Bulbs recently saw the need to differentiate itself from a market that was starting to overflow with newer competitors. Within a year of implementing the BigCommerce toolkit of apps, the B2B wholesaler: Increased orders 29.4%; Reduced abandoned revenue 96.85%; Expanded to 8,700 products; and Grew online revenue 70%, with 25% driven directly from BigCommerce apps.

Data-Driven Personalization Serves 1.2 Million Loyal Fabletics Customers

Many retailers talk a good game when it comes to personalizing interactions with each customer, but Fabletics really walks the walk. The brand is gathering extensive customer data from the 1.2 million members of its continuity-based subscription retailing program; Fabletics supplements this data collection with sophisticated in-store technologies that build comprehensive customer profiles in near real-time. But Fabletics also uses that data, in ways large and small. This continuous feedback loop gives the retailer a competitive edge in a number of key areas, including:

RIC17: Redefining Convenience At Walgreens

With more than 8,200 stores nationwide, Walgreens has the largest brick-and-mortar footprint of pharmacy-based retail in the U.S. But even in this comfortable position, the brand refuses to rest on its laurels, striving to redefine what convenience means to consumers. During a presentation at the 2017 Retail TouchPoints Retail Innovation Conference, Wayne Duan, Director of Digital Commerce at Walgreens, shared three tips for creating a more convenient retail experience: Embrace the “digital commerce iceberg”: Infuse digitally influenced sales into KPIs and measurement DNA; Collaborate with third-party partners: Provide a platform that allows partners to tap into their assets and assist in lead generation, conversion and analysis; and Remove friction at all touch points through better communication.

UX Analytics Drive L’Occitane Mobile Sales Boost

Enhancing the user experience (UX) is a common challenge for brands and retailers, especially as consumers continue to shift towards mobile and e-Commerce. To better understand how users engaged with its mobile e-Commerce and improve its UX, cosmetics brand L’Occitane en Provence partnered with analytics solution provider ContentSquare to gain deeper insights into what’s working and what isn’t. With an enhanced understanding of user behavior, the company achieved a 15% lift in sales on mobile devices.

Spinx Loyalty Program Fuels C-Store Customer Satisfaction

Loyalty programs come in all shapes and sizes, and many retailers are finding that successful programs go beyond discounts. In fact, 63% of loyalty program members believe that having a wide range of rewards and offers is the most important aspect of a loyalty program, according to research from Collinson Latitude. That’s why every brand and retailer must tailor its rewards program in ways that benefit both the company and the customer. Family-owned convenience store retailer Spinx wanted to create a loyalty program that helped to better position its high-quality, premium products — such as fried chicken or health wraps — without diluting the value and equity of the brand with discounts. The company partnered with Excentus, a loyalty marketing and technology solutions provider with a Fuel Rewards offering, to create its first-ever loyalty program, Spinx Xtras.
Instead of offering discounts on convenience store items, the Spinx Xtras program allows members to earn discounts on gas. “Through the Spinx Xtras program we are able to offer customers fuel discounts through in-store item purchases, a market basket discount and payment options by which customers link their loyalty card to their checking account,” said Sandy Turner, Director of Marketing and Advertising…

Syrup Seller Sweetens Conversions 20% Via Email Segmentation

With very distinct differences between its B2B and B2C customers, France-based gourmet flavor and syrup manufacturer Monin faced a pressing need to segment its email marketing campaigns to provide the most relevant, engaging content to potential buyers. In just one year since Monin implemented the dotmailer email marketing platform, the brand achieved the following results: 20% higher conversion rates; 20% more email-driven transactions; Monthly revenue spikes as high as 25% following successful campaigns; and 10% more email-driven revenue.

The Guitar Sanctuary Tunes Up AOV 100% With Alternative Financing

Selling guitars and other high-ticket instruments can be a daunting task for independent music stores, especially with big box retailers providing competition. The Guitar Sanctuary decided to hit the right note with its consumers by giving them an alternative mobile financing option that allowed them to pay for their instruments in six months’ time instead of upfront. Since implementing the financing program from provider Blispay in June 2016, average order value (AOV) for buyers using the service has doubled compared to the purchase amounts of other consumers.

Macy’s RFID Rollout Improves Inventory Accuracy, Display Compliance

Although RFID tagging isn’t exactly a new concept, Macy’s was one of the first retailers to make a significant commitment to the technology when it decided to tag 100% of its merchandise with RFID by the end of 2017. To prepare, the retailer asked all of its product vendors to supply merchandise already fitted with passive ultrahigh-frequency (UHF) RFID tags. The results of the rollout have produced strong results for the department store so far, according to a survey from the Platt Retail Institute:

Online Wedding Retailers Boost Conversions 50% With Fit Tech

Renting a wedding dress — and to an extent, shopping for a new tailored suit — can certainly be a stressful experience for consumers as they await their big day. But this tension tends to increase when these purchases are made online without being fitted in a retail location. Two online-only retailers, wedding gown rental brand Borrowing Magnolia and custom suits and tuxedos seller SnapSuits, implemented the Fashion Metric software from Bold Metrics to gain information about consumers’ body measurements and ease some of this anxiety.

McLendon Hardware Reduces Warehouse Staff 30%, Consolidates Store Deliveries

In order to compete with big box retailers such as Lowe’s and Home Depot, McLendon Hardware needed to streamline its warehouse operations to better serve customers. The company sought to overhaul internal processes, especially during peak seasons, when McLendon is managing 30,000 or more SKUs and bin locations in its warehouse. Prior to modernizing its operations, the company relied on managing inventory via clipboards and paper-based notes to handle stock replenishment. McLendon turned to PathGuide’s Latitude Warehouse Management System (WMS) to modernize its warehouse workflow. Through the partnership, McLendon was able to: Reduce warehouse headcount by almost 30%; Improve inventory and pick accuracy; Eliminate annual inventory counts and move to 100% cycle counting; and Consolidate shipments, moving from daily store deliveries to replenishing two to three times per week. “When I compare our warehouse operations now with those of just 10 years ago, the difference is startling,” said Vice President Mike McLendon. “Our aisles were dark and narrow, and so much of our business relied on tribal knowledge. Post launch, new team member training was much easier and allowed us to have a more professional warehouse.” Modernizing Operations One Step At A Time As the first step in its quest…

Deborah Lippmann Connects Content And Commerce To Increase Conversions

The team behind Deborah Lippmann, the namesake nail care company of celebrity and beauty expert Deborah Lippmann, sought out to marry its educational content with commerce.  The brand, which works with fashion houses such as Badgley Mischka, Jason Wu, and Kate Spade during New York Fashion Week, put its focus on rich, shoppable content that connects with customers to make a lasting impression.

Design Essentials Increases Mobile Conversions 68% With New Site Experience

As an online retailer of women’s hair care products that only sells its merchandise physically through third-party retailers such as salons, Design Essentials needs a distinctive e-Commerce presence to keep up with major health and beauty brands. The retailer selected e-Commerce platform BigCommerce Enterprise to enhance its web site experience, generate more traffic and gain more insights into shopping activity. Thus far, Design Essentials has:

TechStyle WFM Upgrade Cuts Call Center Answer Speed 50%

TechStyle Fashion Group, the parent company of fashion brands Fabletics, JustFab, ShoeDazzle and Fabkids, has deployed a unified cloud workforce management (WFM) platform from NICE for its global organization of 680 customer service agents. These agents deal with consumers’ queries about returns, exchanges and billing questions. Since deploying the solution, agents have: Trimmed their answer speed from over one minute per call to 32 seconds per call; Improved answer rates from 92% to 97%; and Used NICE’s Webstation, a single portal for WFM and performance data, to manage time off requests, vacation requests and shift bids.
Subscribe to this RSS feed