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URBN Case study

URBN meets customers wherever they prefer

With different audiences come different challenges, but for Anthrologie and BHLDN, there was one commonality: the need for the stores to connect with customers in a unique and personalized way, and to find a single booking solution that would work for multiple brands while supporting in-store appointments, virtual appointments, and email consultations.

With JRNI, they were able to:

  • Offer continuous and seamless support of customers despite the pandemic
  • Engage with 25,000 customers since April 2020 through virtual, email, and in-store appointments
  • Deliver a solution that supports customer relationships while respecting social distancing

They also found that customers who book appointments, on average, purchase 40% of the time in stores, 65% of the time virtually, higher than any other channel of business.

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