Urban Outfitters Increases Customer Transactions by 25 Percent
February 23, 2021
3 minute read
Urban Outfitters Increases Volume of Customer Transactions by 25 Percent by Introducing Virtual Customer Experiences from JRNI During the Pandemic
Anthropologie and BHLDN Have Engaged with 25,000 Customers Since April 2020 via Virtual, Email and In-store Appointments
BOSTON, February 23, 2021 – Urban Outfitters (URBN), a leading lifestyle products and services company, has bolstered ongoing customer engagement and sales for its Anthropologie and BHLDN brands during the COVID-19 pandemic using JRNI Appointments from JRNI. The brands have been able to keep their businesses on track by delivering new kinds of customer experiences throughout the restrictions and lockdowns, empowered by JRNI’s Appointments solution.
JRNI Appointments has enabled both Anthropologie and BHLDN to connect with customers in unique ways, efficiently supporting in-store appointments, virtual appointments and email consultations while complying with social distancing requirements – empowering the brands to provide seamless and highly personalized experiences to each shopper.
The brands have engaged with 25,000 customers since April 2020; and customers who booked appointments purchased 40 percent of the time in stores, 65 percent of the time virtually, delivering higher results than any other channel. With all of the pandemic-related constraints, Anthropologie and BHLDN would not have been able to meet with a fraction of those customers, but with JRNI, the combination of appointments, remote appointments and email has made it possible to deliver ongoing service.
For customers, the experience has been seamless. The brands have been able to experiment within the platform with different types of triggers and communications to enhance the customer experience.
“As the business owner of our styling programs, it has been incredibly helpful to have the flexibility within the JRNI platform to make adjustments to the appointments and services we offer — to be able to go in and change booking questions, add new services, customize triggered emails, etc. — those types of features and functionality are so easy that we no longer have to involve our technology or web development partners to get them implemented,” said Maddie Bender, brand styling manager for both Anthropologie and BHLDN. “I can literally go in there and change them based on the needs of our business with little to no down time, which has been instrumental, especially during COVID.”
“JRNI was the reason, really the service, that allowed us to act so quickly and nimbly, to get this off the ground,” Bender added. “My biggest test for JRNI was that there were no questions asked, just ideas to figure out how we can make this work during this crazy time. So that was really amazing. When we were able to open our doors using in-store appointments, it’s really great to see that everything can be managed in one space, even though the appointment channel is different.”
“We are so excited about how JRNI has been able to help Urban Outfitters’ brands continue to provide the top-notch customer service and support they are known for, even throughout the coronavirus pandemic when so many businesses had to close,” said John Federman, CEO of JRNI. “We look forward to continuing to help Anthropologie and BHLDN meet – and exceed – their customers’ expectations through the use of remote and in-store appointments.”
JRNI is the experiential relationship management (XRM) platform for scheduling and managing personalized experiences at scale. With apps for facilitating appointments, virtual queuing, and events, plus an industry-leading analytics tool, JRNI helps businesses offer remote and in-person experiences that increase revenue, profitability, and efficiency, build stronger customer relationships, and improve customer satisfaction and loyalty.