of Retailers Plan to Use Gamification for Customer Engagement in 5 Years
Find out why and how…
ABC is a privately owned wine and spirits retailer with approximately 150 locations in the state of Florida. ABC engaged Boston Retail Partners to develop a strategy, select tools and implement a customer-focused Omni-Channel approach to engaging, selling, and servicing their customers. Focusing on a streamlined experience from browser to store aisle to register, BRP helped ABC select and implement a new point of sale with integrated e-commerce and customer relationship management (CRM). With BRP’s assistance, ABC has implemented their CRM platform to feed information into both a mobile and an e-commerce capability thus facilitating item selection, preference and purchase history-based recommendations, and a buy-on-line, fulfill anywhere service.
Talbots is a retailer and direct marketer of women’s classic clothing, shoes and accessories through more than 500 stores and its website. Talbots asked for assistance in clarifying its CRM and clienteling vision through interviews with business users, executives, and IT. BRP analyzed the company’s current state of CRM and store-level interaction by reviewing current systems and business processes, then helped define the roadmap for corporate CRM and store-level clienteling.
Samsonite is a multinational luggage manufacturer and retailer with products ranging from large suitcases to briefcases. BRP assisted the company with a strategy and selection project with the main objective of implementing a multi-brand, omni-channel solution. With BRP’s assistance, Samsonite has a long-term omni-channel plan for IT, POS, and CRM.
BJ’s is a members-only warehouse club chain, operating more 150 locations along the East Coast. The company asked us to assess and analyze all customer touchpoints to uncover the most significant CRM opportunities. We performed comparative CRM and clienteling analysis with peers and best-in-class retailers and developed a business case for each initiative including cost/benefit assessments. The business case provided the necessary information to plan and execute on CRM and clienteling initiatives.
“Thank you to the entire BRP team on behalf of all of us. We appreciate your diligence. We recognize we added scope to your normal process with our team approach. We did well so far and look forward to leveraging the work you’ve facilitated for us.”
“The BRP team has created an impact on this organization that is lasting and powerful. As you know, consulting engagements do not always produce the anticipated outcome, and it is rare that they surpass your expectations … this is one of those times.”