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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.

GlassesUSA Boosts AOV 15% On Orders Of More Than $120 With Installment Payments

With a consumer base that includes increasingly debt-conscious Millennials, GlassesUSA believes that customers should not have to worry about breaking the bank when buying high quality eyewear online. This conviction led the company to adopt an installment payments option that allows shoppers to pay off their purchases in monthly increments with no interest, late fees or anxiety. Since offering the Splitit payment option to customers, GlassesUSA has increased AOV by more than 15% for shoppers spending $120 or more on its products. Among these high-order-value baskets, GlassesUSA has seen a 10% decrease in checkout abandonment.

Philanthropy, Local Connections Create Event Marketing Success For Kendra Scott

Experiential retail has become a popular buzzword in the industry, as retailers seek to deliver memorable experiences in stores, both to build relationships with customers and grow sales. For brands like jewelry retailer Kendra Scott, there’s no better way to do that than with in-store events. At each of its 94 stores, the brand hosts 12 to 20 events per month. During a pre-NRF 2019 event hosted by the jewelry brand alongside event marketing solution provider Splash, Kendra Scott Director of Retail Marketing Amy Young sat down for a fireside chat with Splash Co-Founder and CEO Ben Hindman to discuss the brand’s unique event strategies and what drives their success. Q: How do you leverage events as part of Kendra Scott’s go-to-market strategy? Amy Young: Events are a huge revenue driver for us. We task our stores with hosting an insane number of events on a weekly basis, and a lot of times we have our influencer events, local media events and shopping parties. We have what we call Kendra Gives Back (KGB), which is where we tap into the local community — local charities and local causes — and host events where a percentage of proceeds from that event…

PupSocks Boosts Paid Social Advertising Revenue 12% With Predictive AI

PupSocks gives pet owners the chance to show how much they love their pets by custom-printing their faces on socks, mugs, tote bags and more. With such a visually oriented product, the one-year-old online retailer’s growth depends on capturing an audience that loves showing off their pets on social platforms like Facebook and Instagram. Aiming both to accelerate its growth via paid social advertising and better measure its campaigns’ success on the two social platforms, PupSocks implemented the Pattern89 AI software platform. In the first 10 days of working with Pattern89, PupSocks saw: Revenue from paid social ads increase 12%; Return on ad spend (ROAS) improve 15%; and Reinvigorated underperforming ad sets in smaller campaigns, increasing their ROAS (Return on Ad Spend) 31%.

True Value Cuts Unproductive Inventory, Improves Forecasting With Demand Planning Solution

Anticipating and incorporating demand, particularly for highly seasonal and weather-dependent items, is crucial to delivering an exceptional customer experience while maintaining accurate inventory levels and a healthy profit margin. It’s a particularly tough challenge for retailers that are managing highly variable product lifecycles based on geography and seasonality. Starting in 2017, True Value took the challenge head-on, implementing JDA Demand to revamp its demand planning processes. Since deploying JDA Demand, True Value has: Saved “millions of dollars” in unproductive inventory reductions; Improved forecasting from a monthly to a daily basis; and Maintained fill rates.

Tenth Street Hats Tries On AR, Boosts Conversion Rates 33%

Photo credit: WWD Tenth Street Hats is letting shoppers try on headgear in a whole new way: augmented reality. The tool, accessed via a button on the product detail page that reads “Try it on in AR,” is available for both mobile and desktop consumers, although shoppers need to have a web camera to use it on desktop. Shoppers can use the 360-degree feature to “try on” nearly 30 of the 200+ hats sold on Tenth Street Hats. With the Axis augmented commerce platform from Vertebrae, a technology innovator in interactive 3D and AR solutions, the retailer: Increased conversion rates 33%; and Boosted engagement 74%.

Self-Service App Deepens Customer Connections At Fairway Market

Some retailers worry that adopting a self-checkout solution will deprive them of a key point of contact with their customers. Fairway Market, a New York City metro area chain of 15 supermarkets and four wine and spirit stores, wanted to be absolutely sure that wouldn’t happen when it deployed a self-checkout app, because the retailer prides itself on a family atmosphere and a close relationship with shoppers. The retailer is in the process of rolling out its first self-checkout app and will be seeking results that include:

Bluefly Boosts Email Revenue 11%, Site Visitor Identification 50% With Targeted Marketing

Branding itself as a highly curated fashion marketplace for the style-obsessed shopper, e-Commerce retailer Bluefly hosts more than 3,000 luxury brands across three online stores: B. luxe, B. Timeless and B. trendy. With a fast-growing product arsenal — adding an average of 150 new items to its site per week — the Bluefly team felt it had yet to capitalize on a major opportunity: identifying shoppers and building a personal connection with them. Luxury sites such as Bluefly typically attract many visitors who don’t make a purchase. But the retailer wanted to ensure that it would engage with shoppers before they left the site. Bluefly implemented shopper activation and cart abandonment programs from 4Cite to capture email addresses of shoppers even if they hadn’t made a purchase. Within five months of implementing the targeted email platform, Bluefly had: Increased visitor identification 50%; Increased email collection 41%; and Boosted email revenue 11%.

NYDJ Boosts Traffic 11%, Revenue 33% After Relaunching Personalized E-Commerce Site

Telling brand stories and personalizing the customer experience are vital parts of e-Commerce success, but neither will be effective if a retailer’s site isn’t up to speed. When NYDJ, a California-based women's denim and apparel brand, sought to deliver the perfect fit for its customers by relaunching its e-Commerce site, the retailer saw: An 11% increase in organic traffic; A 33% boost in year-over-year organic revenue; Total conversion rates climbing 22%; and A mobile conversion rate boost of 31%.

The Snuggle Bugz Baby Formula: Abundant Content Builds New Parents’ Confidence

There’s no shortage of advice for parents, particularly first-timers. In fact, it’s all too common for new moms and dads to suffer from a bad case of information overload. Retailers in this space want (and need) to be perceived by shoppers as trusted advisors, so it makes sense that the corporate mission of Canadian baby retailer Snuggle Bugz is to give confidence to customers navigating parenthood. Fulfilling that mission means providing plenty of solid content, both about the products it offers and other parenting issues. Unfortunately, the retailer’s old e-Commerce platform was causing a confidence gap between its in-store and online customer experiences. “Our stores are beautiful, and people can get all the information they need there,” said Sharron Vanderbeek, Director of E-Commerce at Snuggle Bugz, noting that the average employee spends more than 100 hours in product knowledge training each year.

Exclusive Q&A: How Zenni Drives 30% Revenue Growth With Extremely Affordable Eyewear

Zenni Optical prides itself on its low price points, with prescription glasses starting at $6.95 (the finished pair of glasses, not just the frames). And despite selling 25 million pairs of glasses since its inception in 2003, the e-Commerce retailer has kept a relatively low profile. But with its average customer already owning five pairs of Zenni-manufactured glasses, the retailer seeks to expand its clientele further and to capitalize on a growing online eyewear market, as it nears $200 million in 2018 revenue. In an exclusive Q&A with Retail TouchPoints, Bai Gan, Chief Product Officer at Zenni Optical, and Sean Pate, Brand Communications Officer, explained: How the retailer achieved 30% year-over-year revenue growth, powered by a vertically integrated manufacturing and supply chain production system that produces 14,000 glasses a day; How virtual try-ons continue to drive the online experience, especially with 3D technology on the horizon; Why a digitally native brand like Zenni decided to host its first ever pop-up after retailing online for 15 years; and The company’s mission of driving down the cost of high-quality, affordable prescription eyewear.

How Ashley Stewart Boosts Revenue With Advanced Data Aggregation

Apparel retailer Ashley Stewart, which caters to plus-size black women, has been learning the value of understanding its most loyal customers — some of whom visit the retailer’s stores as many as three times per week. With the help of a customer data platform that aggregates information about both digital and in-store shopping activity, the retailer has been able to leverage that loyalty into increased sales and revenues. Ashley Stewart has used the AgilOne customer data platform for three years to track customer activity in multiple channels. This allows the retailer to, for example, provide customers with easy access to their spending totals during its “Diva Dollars” promotional periods. “The consumers earn ‘Diva Dollars’ for a 45-day period, and then can spend them during a four-day period,” explained Julie Daly, VP E-Commerce at Ashley Stewart. Daly spoke during a panel discussion at the AgilOne Customer Data Platform Summit held earlier this month in New York City.

MM.LaFleur Ads Go Subterranean To Boost Search 140% In NYC, 170% In Boston

Generating brand awareness and driving customer acquisition can be a challenge, especially when trying to attract an on-the-go, urban consumer who doesn’t always have time to stop and seek out new brands. But MM.LaFleur, a retailer that sells women’s professional attire, discovered a very efficient method to get its message out to potential shoppers — the subway. After launching a four-week out-of-home (OOH) campaign with OUTFRONT Media, MM.LaFleur saw branded search spike to 170% over the pre-campaign average in Boston and 140% in New York City. The increase in branded search activity occurred in each city during its respective campaign.

How Pura Vida Bracelets Engage Shoppers Through The Buying Lifecycle

An end-to-end approach to customer engagement is critical for excelling in this new era of retail, which is dictated by constantly shifting consumer behaviors, according to David Court, Director and Partner at McKinsey & Company. During the Bluecore Explore Summit, which was held Sept. 13, 2018, in New York City, executives from brands including Pura Vida Bracelets revealed how they use data and innovative engagement tactics across all stages of the buying journey. Two of the biggest consumer behavior shifts are the move from in-store to online commerce, and shoppers’ high expectations from retailers, noted Court: Consumers are beginning to trust online reviews (88%) more than sales reps (20%); 83% of customers say they want personalization; and 94% would walk away from a brand if they don’t like the service they receive.

Yesway Drives 44% Redemption Rate Among Rewards Members Who Visit C-Stores

The 150-store convenience retailer Yesway has ambitious plans to acquire, improve and rebrand as many as 500 additional stores over the next few years. Even before this expansion occurs, however, the retailer is solidifying its business with an intense focus on customer loyalty. Yesway launched Yesway Rewards on the Paytronix platform in June 2017. Initially introduced at 37 stores, the loyalty program soon became an integral part of the brand's expansion. It’s now available to customers at more than 100 locations.

Exclusive CEO Q&A: How Sustainability Drives Customer Loyalty Among Coyuchi Subscribers

The Coyuchi For Life tagline couldn’t be simpler: New Linens. No Landfill. The idea is simple too — Coyuchi, which has provided organic home products including bed linens for 25 years — offers Coyuchi For Life subscribers new towels, sheets and duvets every six, 12 or 24 months via a monthly fee. When customers are finished using the items, they send them back in “return kits,” and the company renews, upcycles or recycles the products. The program, which kicked off in April 2017, was designed to address the 10 million tons of textile waste that end up in landfills annually. Additionally, Coyuchi For Life taps into several powerful consumer trends, according to CEO Eileen Mockus:
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