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Urban Outfitters increases volume of customer transactions by 25 per cent by introducing virtual customer experiences

Urban Outfitters

Fashion retailer Urban Outfitters (URBN) has reported an uptick in customer engagement and sales for its Anthropologie and BHLDN brands, during the COVID-19 pandemic, following the introduction of JRNI Appointments from JRNI.

The company says that Anthropologie and BHLDN have engaged with 25,000 customers since April 2020 via virtual, email and in-store appointments, helping them to provide highly personalised experiences to each shopper.

Customers who booked appointments purchased 40 per cent of the time in stores and 65 per cent of the time virtually, delivering higher results than any other channel

Maddie Bender, brand styling manager for both Anthropologie and BHLDN, said: “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.

“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. 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.”

John Federman, CEO of JRNI, said: “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.”


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