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IBM > 实例探究 > 改善在线客户体验:American Eagle Outfitters 案例研究
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Improving Online Customer Experience: A Case Study on American Eagle Outfitters

技术
  • 网络安全和隐私 - 身份认证管理
  • 机器人 - 轮式机器人
适用行业
  • 电子商务
  • 零售
适用功能
  • 销售与市场营销
用例
  • 零售店自动化
  • 交通监控
挑战
American Eagle Outfitters 希望提高客户忠诚度并在每个数字渠道上提供高质量的购物体验。
关于客户
American Eagle Outfitters 是一家全球领先的专业零售商,为青少年提供高品质服装、配饰和个人护理产品。他们在北美经营 1,000 多家商店,并通过其 ae.com 电子商务网站向全球 77 个国家/地区发货。
解决方案
American Eagle Outfitters 实施了 IBM Tealeaf 解决方案来识别并消除客户旅程中的症结点。
运营影响
  • The implementation of IBM Tealeaf CEM solutions has significantly improved AEO's operational efficiency and customer satisfaction. The company can now implement improvements to its digital channels based on real-world customer behavior, thereby increasing customer satisfaction and nurturing loyalty. The analytics team can quickly find the root causes of negative customer feedback about its digital channels and resolve them rapidly. This has resulted in improved customer satisfaction, boosted retention, and increased customer loyalty. Furthermore, the company has been able to rectify issues such as a corrupted shopping cart and incorrect discount codes, thereby recovering lost sales and improving the overall customer experience.
数量效益
  • Recovered tens of thousands of dollars in lost sales by fixing a corrupted shopping cart
  • Increased mobile traffic by 20 percent by rapidly identifying experience issues
  • Recovered customers from incorrect discount codes within minutes

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