Breakthrough Thoughts on Customer Obsession

Customers taking a selfie in the store

Today, retailers are finding that the best way to build retention and loyalty is through becoming a customer-centric company, and they're using emerging technology to help.

Download the webinar recap for "Customer Obsession: Retailers' Power Play for Victory."

Hear from top e-commerce executives about how their brands are focusing on the customer: 


One of the best ways to retain customers over time is to listen to them, and Poppin is maintaining two-way communication through live chat.

Our LiveChat feature is the top way that we interact with potential new customers. Approximately 71% of our business customers interact with one of these agents prior to making a purchase. LiveChat makes up about 80% of those interactions.
— Zack AbbellSenior Director of E-Commerce


Personalization is the leading digital strategy initiative among top brands this year, and Kohl's plans to use its understanding of their customers to send relevant offers.

With the ability to use new technology enablers to personalize our offers and therefore grow usage and adoption over time, we believe loyalty has the potential to be a driver of visits and transaction size in a significant way over a long period of time.
— Kevin Mansell, CEO

Neiman Marcus

Retail technology must be used to solve pain points in the customer journey. Neiman Marcus helps its beauty buyers by recording makeover sessions so they can recreate the look themselves later.

Customers can use the video to go back and look at the tutorial for how to use the beauty products. It solves a real problem for the customer. It also solves problems for my brand associates. They have this amazing clientele. She can go review a session and record all the products that were tried during the session.
— Scott EmmonsHead of the Innovation Lab


Customization is taken to a new level at Ivyrevel, where shoppers' daily habits and activities are monitored to create a one-of dress.

You install an app on your phone, and select why you need the dress. The technology is able to learn from your activities. It understands what you love to do and where you love to go. It gets to know you a bit better. It translates all of this into a dress with a unique personal story to it.
— Kenza ZouitenCo-founder


Many consumers are attracted to "see now, buy now" as fast fashion has its moment in retail. Nordstrom took notice and is attempting to keep their products fresh.

Customers are much more interested in buying now and wearing now. The idea that she would buy something and then put it in her closet for a couple of months until the weather changes — that has changed a lot over the years. And it’s not a great scenario for us.
— Pete NordstromCo-president

Customer Obsession: Retailers' Power Play for Victory

In a webinar with Forrester, we discussed how to build better shopping experiences by placing their customers at the core of their digital strategies. Discover how retailers are gaining actionable insights, personalizing mobile moments, and increasing retention.


Topics: Omnichannel Trends Solutions

New Launch: Jessica London Mobile Site

Jessica London mobile site

Congratulations to the team at Jessica London on its new mobile site! 

The site features colorful product photos as well as sort and filter options, so shoppers can narrow a search based on categories such as size, color, or sleeve length. Additionally, people can also sort apparel by price, top rated, or even Facebook likes.

Staying current with the conversational commerce trend, Jessica London's new mobile site includes a Live Chat feature. Answers are just a message away, and shoppers can receive associate advice in real time.

Does your brand lack a mobile presence, or are you looking to optimize what you already have? Either way, our experts are here to help.


Topics: Solutions Company Client

[FREE DOWNLOAD] "Customer Obsession: Retailers' Power Play for Victory" Webinar Recap


94% of companies plan to transform their culture to become more customer centric this year, but what does that mean?

To break it down, customer obsession is comprised of three parts:
  • Real time, actionable shopper insights
  • Personalized moments throughout the buyer journey
  • Retention and advocacy among your loyal customers  

Discover why leading retailers are turning to mobile to learn more about people, create customized experiences, and build brand loyalty.


Topics: Omnichannel Trends Solutions Recap Company Webinar

New Launch: Second Skin Responsive Site

Second Skin Responsive Site

Congratulations to the Second Skin team on its beautiful new responsive site!

The homepage's simple, clean design features a mix of bold images and video content. Instead of a shopping cart, users drop items into their "Gym Bag," creating a unique user experience that fits the brand. 

An Instagram feed where encourages shoppers to showcase their purchases using the hashtag #secondskin. These defining site features will all help to build the young brand, which is owned by Dick's Sporting Goods.

VP of Brand at DSG said:

With the emergence of cross-training, obstacle-course racing, spin, running and triathlon, our customers are telling us there's an opportunity to create a brand built specifically for the unique needs of those activities.

It's crucial for retailers to have a streamlined online presence that puts the customer first, and DSG's online-only brand Second Skin is the perfect example of a retailer who continues to build and optimize shopping experiences with its audience in mind.

Contact us to learn how you can develop creative online and in-store shopping experiences. 


Topics: Solutions Company Client

New Launch: Payless ShoeSource Latin America Android App

Payless Latin America Android App

Congratulations to Payless ShoeSource—their Android app is now available in Latin America! 

After downloading, the app guides you through the three main tabs:
  • Home features products, social feeds, and coupons.
  • Stores is an in-app store locator, which helps shoppers find the brick-and-mortar location closest to them.
  • Inbox directly communicates company news and exclusive deals with app users. 

Payless customers can redeem promotions in-app or in-store—an important aspect of omnichannel shopping. Mobile apps are the best way to merge online and in-store shopping experiences—keeping Payless ShoeSource competitive in today's cutthroat retail game. 

Learn why people download and use apps, and talk to our experts about how you can improve your brand's omnichannel strategy on mobile. 

Topics: Solutions Apps Company Client