Lucky Brand doesn’t leave customer experience to chance

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By Dan Berthiaume – 09/25/2019

Lucky Brand doesn’t leave customer experience to chance 1

Lucky Brand is obtaining new levels of enterprise visibility in an effort to maximize customer satisfaction.

The denim brand, which sells directly to consumers via an e-commerce website and more than 260 stores, intends to improve customer experience by increasing its access to real-time enterprise data. The retailer is implementing the operations data platform (ODP) from SoundCommerce to obtain operational insights and enhance decision-making across sales and fulfillment channels.

Lucky Brand integrates the platform with existing enterprise systems including Salesforce Commerce Cloud, NetSuite and Full Circle ERP systems, third-party logistics (3PL) partners, and parcel post carriers. As a result, the retailer can connect disparate enterprise data streams, monitor real-time operations, assess customer profitability and lifetime customer value (LTV), and apply artificial intelligence (AI) and machine learning to predictive decisions.

Specific areas where Lucky Brand is leveraging ODP insights include ensuring consistent customer experiences across all modes of fulfillment and delivery, including ship-from-store; determining and utilizing shopper identity and LTV to prioritize operations and customer service; and equipping store associates to seamlessly support customers across all channels throughout the path to purchase.

“Lucky Brand is obsessed with customer centricity. Our shoppers are at the heart of everything we do,” said Lucky Brand COO Michael Relich. “The SoundCommerce platform allows us to make critical operations decisions fast, serving Lucky Brand’s base of customers in ways that build trust and engagement. Our partnership with SoundCommerce is key to delivering superior experiences that keep customers happy and coming back to us.”




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