下载PDF
Nine West Group: Engaging with Customers as Brand Ambassadors
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 零售
- 消费品
适用功能
- 销售与市场营销
- 商业运营
服务
- 系统集成
- 软件设计与工程服务
挑战
Nine West Group, a division of Nine West Holdings, Inc., aimed to increase e-commerce sales for its Ninewest.com website while building brand value in support of more sales at partner retailers. The company wanted to provide an optimal e-commerce experience to drive incremental revenue, build brand satisfaction for future in-store purchases, and reduce support costs while improving customer service. The challenge was to stay competitive in e-commerce, which has become more complex over the years. The company needed to consider what their site looks like on a variety of screens—desktop, laptop, tablet, and smartphone—as well as a variety of operating systems. Today’s customers expect to be able to access real-time help at the touch of a button.
关于客户
Nine West Group, a division of Nine West Holdings, Inc., is a global designer and marketer of branded footwear, accessories, and jewelry. Its iconic, global brands (Nine West, Easy Spirit, Anne Klein, Bandolino, Enzo Angiolini, and Circa Joan & David) have heritages over 30-years old and established presences at major retailers in the United States as well as internationally through licensing and distributor relationships. The company also markets directly to consumers through branded specialty retail and outlet stores, and through its e-commerce sites. The Nine West brand was established in 1978 and named after its founding address—9 West 57th Street in New York City. Nine West is one of the world’s most recognized brands for women’s footwear. The brand operates its own retail stores and its products are prominent at department stores and other retailers. Consumers can also buy directly from Nine West’s e-commerce site, which is managed by Milton Pappas and his team. Its parent company, Nine West Holdings, Inc., also owns other well-known brands such as Easy Spirit, and operates Easy Spirit’s e-commerce site as well as several other e-commerce sites, including one for the brand Jones New York.
解决方案
Nine West Group deployed LiveEngage, a digital engagement solution from LivePerson, for its Nine West brand that is integrated with its Demandware Commerce platform. Nine West agents now use Click-to-Chat buttons and proactive chat to help customers on the Nine West branded website with purchases. The company created eight targeting rules for proactive chat, enabling them to target high-value customers with great precision. The LivePerson Customer Success organization helped Nine West to customize the buttons and invitations to reflect Nine West branding. The company also developed a library of prepared responses to frequently asked questions to maximize agent efficiency. The LivePerson Customer Success manager maintains regular touch points with Nine West and provides reports and scorecards to help the team tweak its strategy and operations for the best results.
运营影响
数量效益
相关案例.
.png)
Case Study
Improving Vending Machine Profitability with the Internet of Things (IoT)
The vending industry is undergoing a sea change, taking advantage of new technologies to go beyond just delivering snacks to creating a new retail location. Intelligent vending machines can be found in many public locations as well as company facilities, selling different types of goods and services, including even computer accessories, gold bars, tickets, and office supplies. With increasing sophistication, they may also provide time- and location-based data pertaining to sales, inventory, and customer preferences. But at the end of the day, vending machine operators know greater profitability is driven by higher sales and lower operating costs.
Case Study
Improving Production Line Efficiency with Ethernet Micro RTU Controller
Moxa was asked to provide a connectivity solution for one of the world's leading cosmetics companies. This multinational corporation, with retail presence in 130 countries, 23 global braches, and over 66,000 employees, sought to improve the efficiency of their production process by migrating from manual monitoring to an automatic productivity monitoring system. The production line was being monitored by ABB Real-TPI, a factory information system that offers data collection and analysis to improve plant efficiency. Due to software limitations, the customer needed an OPC server and a corresponding I/O solution to collect data from additional sensor devices for the Real-TPI system. The goal is to enable the factory information system to more thoroughly collect data from every corner of the production line. This will improve its ability to measure Overall Equipment Effectiveness (OEE) and translate into increased production efficiencies. System Requirements • Instant status updates while still consuming minimal bandwidth to relieve strain on limited factory networks • Interoperable with ABB Real-TPI • Small form factor appropriate for deployment where space is scarce • Remote software management and configuration to simplify operations
Case Study
How Sirqul’s IoT Platform is Crafting Carrefour’s New In-Store Experiences
Carrefour Taiwan’s goal is to be completely digital by end of 2018. Out-dated manual methods for analysis and assumptions limited Carrefour’s ability to change the customer experience and were void of real-time decision-making capabilities. Rather than relying solely on sales data, assumptions, and disparate systems, Carrefour Taiwan’s CEO led an initiative to find a connected IoT solution that could give the team the ability to make real-time changes and more informed decisions. Prior to implementing, Carrefour struggled to address their conversion rates and did not have the proper insights into the customer decision-making process nor how to make an immediate impact without losing customer confidence.
Case Study
Digital Retail Security Solutions
Sennco wanted to help its retail customers increase sales and profits by developing an innovative alarm system as opposed to conventional connected alarms that are permanently tethered to display products. These traditional security systems were cumbersome and intrusive to the customer shopping experience. Additionally, they provided no useful data or analytics.
