May 20, 2016 | The XM Blog

How rue21 Built A Stellar Customer Experience [Video]


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“If you build it, they will come.”

No, we’re not referring to the baseball diamond Kevin Costner’s character was mysteriously called upon to build in the 1989 classic Field of Dreams. In this case, we’re referencing something quite different: a stellar online customer experience.

Earlier this month at the 2016 ForeSee Summit, attendees heard from a wide variety of ForeSee clients across all industries and channels about what makes their CX strategies successful. In particular, we thought we’d share a notably insightful session by Bill Snider, baseball aficionado and Director of Customer Insights at the largest fast-fashion growth retailer in the nation, rue21.

In less than three years, fashion retailer rue21 has gone from a catalog site to an e-commerce website accessed predominantly on mobile devices — reflecting the behavior of its younger target audience. Throughout this evolution, rue21 has partnered with ForeSee to understand its online customer experience; adding ‘why’ context to the ‘what’ of web analytics data. Listening to its customers has allowed rue21 to increase customer satisfaction, drive e-commerce sales, and highlight omnichannel initiatives key to business growth.

rue21 Summit Preso image

In this presentation, you’ll learn how to quickly drive and measure website development priorities using ForeSee data. Access the rue21 presentation recording here.

ForeSee helps more than 2,000 companies worldwide take the guesswork out of customer experience measurement, transforming their VOC programs while offering access to an unmatched 175 million benchmarked experiences across all channels in the customer journey.

Categories: Client Voices,Retail

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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