Over the past decade, the way people shop has drastically changed – shifting from in-store to online and curbside. Put a global pandemic in the mix, and the retail industry quickly became an innovate-or-die situation.

As experts in omnichannel retail, we are well-versed in engineering cohesive and consistent business, marketing, and consumer experiences across channels and devices.

We leverage a proprietary retail consumer journey mapping tool to identify new shoppers, new touchpoints and new purchase-behavior insights. By working with “insider information,” we’re able to better understand – and ultimately impact – how and why consumers are shopping and what they’re buying, particularly in a post-COVID-19 world.

Results that Speak for Themselves

record-breaking boost in YOY Cyber Monday sales for a retail brand

ROMI in the beverage category

increase in total sales for an apparel brand

increase in YOY sales in the beverage category

Case in Point

Using the Journey to Unlock New Opportunities

Challenge
We had a big ambition – put our client’s branded apparel at the top of holiday wish lists.

Insight
Our client's approach had been one-size fits all. We recommended personalization at scale through advanced segmentation a rapid test-and-learn approach to content development.

Action
We mapped a personalized “daily discovery” marketing cadence to the unique journeys of multiple consumer segments (gifters, giftees, intenders, conquest, etc.), exposing each to different aspects of the product catalog from October to Christmas.

record-breaking increase in total sales

YOY increase in Black Friday sales

YOY increase in Cyber Monday sales

single-day record for web traffic

Our Omnichannel Retail Team

Each of our specialists has deep knowledge in the world of retail, with decades of firsthand CX experience understanding the category challenges, consumer idiosyncrasies and unique levers that affect category KPIs.

Plus – they’re just fun people to work with. Click to learn a little bit more about them.

Strategy

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Research

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Media & Analytics

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Performance

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Strategy

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