Omnichannel Clienteling: Retail Gets Personal
Increased sales and customer retention through improved segmentation and data-driven insights.
"Quantum Lead is my outsourced Technology Department."
- Jordan Edwards, CEO, Mixology Clothing Company
Mixology Clothing Company is a fast-fashion retailer with over 10 stores in the NYC Area. With continued growth in-store, and a booming online business, Mixology was collecting vast amounts of under-utilized data, which represented a tremendous opportunity to better understand and serve their customers.
Quantum Lead identified this opportunity as a source of growth, and helped Mixology optimize Salesforce’s Service Cloud as their single source of truth for all customer data to obtain data-driven insights into consumer shopping habits. Organized data would allow Mixology to understand their customers and develop segmentation strategy in a holistic, harmonized manner to enable growth, retention and loyalty.
Quantum Lead adapted the RFM (Recency, Frequency, Monetary) Model with additional data such as Age, Location, and Store Preference, which allowed Mixology to better segment their customers and provide personalized shopping experiences. Customers' online and in-store activities were centralized in Salesforce Service Cloud by creating a custom integration with their Legacy PoS (Point-of-Sale) and their Shopify Plus e-Commerce Platform to identify new opportunities to delight customers.
At the store level, through custom Salesforce-powered dashboards, automated reminders and a branded mobile app, sales associates were able to engage directly with customers. Access to this data allowed store managers and associates to recommend brands reflecting the consumer’s personal style preferences.
Mixology sustains their incredible growth through their relentless dedication to customers. With unique campaigns for each customer segment, they were able to increase order frequency, boost AOV (Average Order Value), and target their customers with the highest CLVs (Customer Lifetime Value). One of the most successful campaigns included engaging the most Loyal Customers who had not shopped recently. Within 15 days of a tailored engagement, 30% of customers made a larger than average purchase in-store or online.
Quantum Lead identified the opportunity, developed an innovative strategy and implemented a custom solution to harmonize data to better understand Mixology’s customers to drive growth.