Nominated for Best Customer Experience and Best Startup
Proximity Insight and Jaeger have embarked upon a journey to completely transform the way in which staff engage with our customers and each other. Our objective: to provide a seamless personalized customer experience spanning from online to shop floor.
How the initiative achieved its objectives
To achieve true personalization for our clients, delivered our first-of-its-kind social and brand platform, structured with three core pillars: Client Book, Dashboard, and Community.
The Client Book delivers online-shopping-level customer insight to sales associates in real time on their iPads. Now, when our associates interact with clients on the shop floor, they can review every past interaction from every channel to inform a shopping experience. After the client leaves the store, we guide associates to continue the conversation meaningfully using email, text, and social media.
Our Dashboard is revolutionary because it aggregates data from all sources – not just financial, not just operational, but everything our staff need to make the best decision with all key information at their fingertips.
Through Community, our internal communication hub, staff contribute to the heart of Jaeger by sharing insights into new products, shop operations, manage tasks, and receive pertinent brand messages instantly through the chat feature. Staff now see what’s happening across Jaeger in real-time.
How the initiative put the customer first
We put the customer first by addressing their needs on a perfectly personal level. None of our sales associates will mistakenly try to sell a customer a shirt that she already owns. This means more than avoiding a mistake. Meeting a client with a pure understanding of what she doesn’t need, or what she might be interested in, breeds a priceless type of trust. When the Jaeger customer comes to us, she knows we will not let her down.
How the initiative advanced the brand
The satisfaction of our associates is a key part of Jaeger’s success, and staff surveys show the tool is having a significant impact in pilot stores.
Meanwhile, customers have never received service on a shop floor like this. How do we know? Customer engagement surveys, increase in like-for-like sales, reduction in lapsed customers, and the ability to observe and progress where the client is in our customer lifecycle.
Through our initiative, Jaeger has moved to the front of the industry in client engagement and a true omni-channel view of the customer.Together we aim to keep pushing the boundaries in merging physical and digital shopping to provide best-in-industry customer experience.
The Drapers Digital Awards reward and celebrate best practice across a wide number of disciplines in fashion’s digital and ecommerce sectors. The winners will be announced at the glittering black-tie awards ceremony on April 28, 2016 at Grosvenor House Hotel on London’s Park Lane.