Client story Shoe Retailer Builds Mobile App & Customer Loyalty
By Insight Editor / 20 Jan 2017 / Topics: Application development
Challenge
Rack Room Shoes, a national footwear retailer, looked to strengthen its relationship with customers participating in the rewards program. The company also wanted to attract new customers to the program.
Idea
A mobile app could creatively enhance the customer experience. It would deliver key features, including loyalty points tracking, rewards redemption, exclusive app deals, access to complete order history, order tracking and returns with digital receipts.
Solution
Insight's Digital Innovation team developed an iOS® and Android mobile app that improved the client's ability to deliver quality solutions to customers.
The retailer saw an average order value 40–50% higher for mobile app purchases than for mobile web purchases and a 20–25% higher conversion rate. And, the solution created a new channel for acquiring new rewards members.
"The app has already begun to help us identify a more engaged customer and is providing us information that helps us better understand the lifetime value of our customers."
— Kevin McNall, Director – Digital Projects & Practices, Rack Room Shoes
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