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.

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.

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.
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