JoJo Maman Bébé is the U.K.’s favorite boutique mother and baby brand. Founded in 1993, it is a multichannel maternity and children’s wear retailer with nearly 100 stores across the U.K. and U.S.
In today’s competitive retail industry, stores must create exceptional experiences to drive footfall and achieve customer loyalty. For retailers to turn transactional customers into loyal followers, they must provide immersive – and personalized – experiences. And, for mothers-to-be, the road to motherhood is a personal and memorable journey.
Understanding the uniqueness of each pregnancy, JoJo Maman Bébé needed to provide a tailored service by enabling customers to schedule online appointments for the year-round Maternity VIP Shopping Experience. The Maternity VIP shopping events allow expectant mothers to meet with in-store trained assistants for bra fittings, fashion consultations, and baby product demonstrations and suggestions – complete with complimentary goody bags.
Additionally, the retailer wanted to provide seamless user experiences for its staff. JoJo Maman Bébé’s former online booking solution didn’t allow staff to work efficiently and productively.
With its strategy in place, JoJo Maman Bébé needed a technology partner that could not only provide personalized shopping experiences, but could also enhance the staff experience. After thoroughly researching online appointment scheduling technology providers and speaking with similar retailers that have used such technology, JoJo Maman Bébé selected JRNI’s Appointments Application based on its powerful scheduling capabilities and user friendliness.
“We require an online scheduling solution that can create rewarding customer journeys,” said Jessica Hartnett, JoJo Maman Bébé’s marketing executive. “JRNI makes it easy for our customers to book appointments with us, starting their journeys online and continuing them across all channels.”
The JoJo Maman Bébé staff also needs its online appointment scheduling technology to be straightforward to use, enabling them with full control over the system and giving them stronger analytics about customers’ shopping behaviors and preferences.
After implementing JRNI in January 2019, JoJo Maman Bébé achieved significant results during the past 10 months. The retailer secured over 3,000 appointments, with about 60% of consumers purchasing items as a result of their appointments and garnered a significant increase in lifetime value for customers who shopped via appointments versus those who shopped without appointments.
“JRNI plays an important role in our strategy to grow our in-store customer experience events,” said Hartnett. “The dynamics of the JRNI platform help us to achieve our business goals, which include driving more conversions through online scheduling and in-store events.”
