Pier imports online tv#
It’s about making sure that every time they talk to a customer it’s consistent, whether via email, homepage, tv or billboards, and also about reducing variability of experience in store. The company expects customers to experience 1Pier1 every day. So, do we get a pass on providing service like Apple? No! We, too, have to email you a receipt, and effectively demo the products.” An internal manifesto for customer experienceĪs an internal branding exercise, something that would target an org-wide commitment to customer experience, Pier 1 defined the concept of ’1Pier1′. Does that give Pier 1 a pass on customer experience? No!”Īnother example – ”Apple makes around $6000 per sq ft in its stores.
So with the customer expecting increased levels of service, what does that mean for Pier 1?Īndy gave a good example – “Nieman Marcus sells an armoire for $8000, Pier 1 sells one for $800. she doesn’t give many second chances (she might have tried on a dress, it didn’t fit, and so she never went there again).She cares and knows about your company practices.She has more knowledge than the store employees (so your staff better have the same website data and content that customers have access to).In Andy’s words, “she moves from innovation to expectation very quickly”. This can work both ways, of course, for brands, and Andy also joked that ‘we don’t get to call her and tell her to move that pic or change that font’. This is a customer spreading the word, curating product imagery, just for the love of shopping at Pier 1. Pier 1 is a great example of the connected customer’s increasing influence on brand awareness online.Īndy showed us a Pinterest board titled ‘I love Pier 1’. How do we get the core functionality licked, before moving on to further enhancing customer engagement? The landscape for retailersĮcommerce, social media and device proliferation have changed the way that companies sell to and engage with customers. This is the phase of prioritization that many ecommerce companies have been going through. To put it bluntly, Pier 1’s customers still desire a bunch of new features, and Pier 1 is aware of this and is on the road to developing them. In 2012 the company was ‘learning to crawl’, but by 2014 the company has ‘learned to walk’.
The Pier 1 site in its current iteration is less than two years old. EMEA/USA: +44 (0)20 7970 4322 | email: MenuĪndy started by setting the scene, and summed up the situation for a lot of retailers in ecommerce today.
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