- Challenge: A global electronics retailer was experiencing declining sales due to the fragmented customer journey between its online and brick-and-mortar channels. Customers were not receiving a consistent experience across touchpoints.
- Solution: Accenture Interactive developed an omni-channel marketing strategy that integrated the retailer’s digital and physical stores. This included personalized online shopping experiences, improved mobile app functionality, and an in-store digital experience that mirrored the online journey. They also implemented a customer data platform to centralize and personalize marketing efforts across channels.
- Key Success Factors: Seamless integration between online and offline channels, personalized customer experiences, and the use of data analytics for targeted marketing.
- Impact: The retailer saw a 25% increase in sales through improved customer engagement and retention. The omni-channel approach also led to a 20% reduction in cart abandonment rates and enhanced brand loyalty, making the shopping experience more convenient and enjoyable for customers.
How We Solve This Project
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