Background
Billion-dollar retailer discovered that over 50% of their customers left the brick and mortar store without purchasing all intended items. The combination of a balanced assortment and the physical limitation of shelf space precluded the retail store's ability to stock all items. It was a fiercely competitive space and critical to retain customers.
Challenge
Capture lost sales, potential lost customers, meet customer demand, and obtain greater share of the wallet with an e-commerce solution.
Results:
- Created pilot program testing internet kiosks at retail stores in two markets. Kiosks contained new contextual user interfaces highlighting product lines
- Led cross-functional internal team of over 75 people (IT, POS systems, web design, merchandising, marketing, training, tax) for pilot and subsequent chain-wide rollout
- Rolled out 3,000 cost efficient kiosks to 1,000 stores
- Generated $20 million in incremental revenue in one year with costs held to under less than 1%