FitForCommerce Develops Omnichannel Strategy and Services Optimization Plan for Sporting Goods Retailer
Client was unhappy with their current ecommerce site as its customer experience was not on par with the competitive set and falls short in ‘table stakes’ and best practice functionality. They had numerous online sites with siloed code and limited integration (9 online rental sites, 3 ecommerce sites, a separate corporate site, hosted by 5 different hosting companies).
FitForCommerce performed an omnichannel diagnostic, as the first part of phased approach, in order to identify areas of focus and to provide a clear definition and alignment for an omnichannel strategy.
Leveraging proprietary data and insights, the FitForCommerce team delivered a RAG (red/amber/green) assessment, then layered in customer insights from surveys, store intercepts, and customer journey mapping to better understand the client’s customer. Using the insights of the diagnostic, coupled with customer insights, our consultants built out the technology roadmap and costs needed to support the strategy.
Working with the client’s leadership team, we developed a comprehensive omnichannel plan that mapped out to building a strong foundation, expanding and optimizing the business, and then evolving and accelerating the company using new technologies and techniques identified in the plan.