Menu
Sporting Goods Retailer Use Case banner

Use case

DEVELOPING AN OMNICHANNEL STRATEGY AND SERVICES OPTIMIZATION PLAN
CUSTOMER PROFILE:
  • Industry: Retail – Sporting Goods
  • Product portfolio: Outdoor specialty retailer and provider of rentals
  • Headquarters: USA
  • Brand presence: USA
  • Employees: 500
CHALLENGES
  • Current customer experience falls short in table stakes and best practice functionality
  • Technology infrastructure capabilities based on a custom-developed system has limited scalability
  • Numerous online sites with siloed code and limited integration
  • Limited content and editorial strategy
  • Digital marketing program is under-invested and underperforming
  • Limited omnichannel capabilities in support of retail, rental, services, and mobile
OBJECTIVES
  • Develop a technology roadmap to optimize the business
  • Create an omnichannel strategy to grow revenue
  • Establish a competitive customer experience
SOLUTION
  • Performed a diagnostic to provide an omnichannel strategy
  • Characterizing each area of business as either At-Risk or Significant Growth Opportunity, Medium Risk or Smaller Opportunity or On-Target
  • Layered on customer insights from surveys, store intercepts and customer journey mapping to better understand the customer and the retail and service opportunities
  • Built a technology roadmap with the costs needed to support the strategy
RESULTS

The retailer now has an omnichannel strategy and roadmap to achieve aggressive growth from:

  • An elevated customer experience
  • Increased marketing effectiveness
  • Expanded/improved site merchandising
  • New technology and tools
  • Improved organizational capabilities

With this detailed strategy, the retailer can build a strong ecommerce foundation, expand and optimize commerce, and enable it to evolve and accelerate the business.

THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Need to improve your customer experience
  • Are looking to build a scalable business
  • Want to develop an omnichannel strategy and roadmap to grow revenue
© Copyright 2024. All Rights Reserved.