Nation’s Largest Family-Owned Department Store Chain Re-Engineer for Success in the Age of Omnichannel
The nation’s largest family-owned department store chain with 47 stores in the northeast had a small but growing ecommerce channel and needed to accelerate its development of an omnichannel strategy to meet the needs of the next-generation of customers. Their ecommerce operated on a homegrown technology platform that could not support a modern omnichannel customer experience.
FitForCommerce first performed an omnichannel diagnostic to identify areas of focus and to provide a clear definition and alignment for a strategy to omnichannel. To educate their team, our consultants shared the diagnostic in a collaborative working session to add context, details, and chart a path forward. Based on the results of the diagnostic, the retailer was able to successfully prioritize areas of focus and identify specific next steps to accelerate the realization of an improved omnichannel customer experience.
Subsequent phases included the development of requirements for and selection of a new ECP that can support omnichannel workflows and a modern customer experience, the articulation of guidelines for an upgraded Site Search/Navigation provider, and a workshop for the Merchandising team on the impact of digital on customer experience and overall revenue.