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.