The world of retail has undergone significant changes in recent years, and the impact is being felt across the industry. The old ways are changing. Third-party cookies are being phased out by major browsers and privacy regulations are in full force. On top of that, customers are demanding greater privacy and control of their data.
To thrive in today’s fast-paced and dynamic retail environment, retailers must embrace the power of data and use it to bridge the gap between their customers’ needs and their business objectives. Let’s take a look at three leading retail brands getting it right.
Rhone: Leading the way with omnichannel retail
Rhone, the premium performance lifestyle brand, decided to maximise the value of its omnichannel customer data to deliver personalised customer experiences.
Today’s customers interact with brands across a variety of touchpoints, both online and offline, and expect a consistent and personalised experience at every point. Earlier this year. Rhone deployed Amperity’s AI-powered customer data platform to intelligently link its unique brick-and-mortar environments and digital shopping for a seamless customer experience. The actionable insights Amperity provides are especially valuable as Rhone prepares for a post-cookie and privacy-first future.
“Rhone outfits our customers for an active life lived on their terms, and we strive to offer the same personalised experience whether they interact with our brand in-store or online,” said Morris Esses, director of CRM and retention at Rhone. “Amperity provides us with the critical foundation necessary to knit together our customer data, deepen and expand the meaningful connections we’ve established with customers, and deliver tailored experiences at scale.”
With Amperity, Rhone can activate data from multiple touchpoints—including pre-purchase, point-of-sale, and post-purchase customer care—to create unified customer profiles. The customer data platform cleans, connects, and shares data so the business lines that need it most can create distinctive and relevant experiences for current and prospective customers. Rhone is using Amperity to find and retain its top customers, a particular point of emphasis amid an uncertain economy.
Shiseido Americas: Transforming beauty retail with technology
As consumer shopping preferences and behaviours evolve, Shiseido Americas Corporation needed a comprehensive solution to bring together and manage multiple data sources across its various brands to advance its marketing goals. Shiseido Americas discovered that Amperity is the only platform that brings together data from all online and offline touchpoints, including pre-purchase, point-of-sale, and post-purchase customer care to create unified customer profiles.
“As an omnichannel retailer, we are laser-focused on understanding our customers and the channels they want to interact in, while ensuring we are delivering consistent customer experiences,” said Kristin Morseman, Senior Vice-President Americas Digital Transformation at Shiseido Americas. “With Amperity, we can unify and activate all of our customer data with the goal of creating a seamless omnichannel journey for our customers.”
Amperity’s patented, AI-powered identity resolution and unified customer profiles build a complete customer view enabling Shiseido Americas to target shoppers with affinity-based, personalised communications throughout their journey.
Forever 21: Creating a ‘360-degree view’ of the customer
Forever 21 has a significant amount of customer data from both its digital channels and offline transactions. However, as consumer shopping preferences and behaviours have shifted over the years, the brand needed a comprehensive solution to bring together and manage all of these disparate data sources. Through an Amperity-powered 360-degree unified view, Forever 21 can now unify, activate and acquire new as well as retain existing customers.
“The future of retail lies in how well a company understands the customer journey,” said Jacob Hawkins, chief marketing, digital and omni officer at Forever 21. “Amperity enables us to create unified customer profiles and actionable insights we need to scale. The company’s best-in-class platform, in combination with its significant retail industry expertise, will help us continue to fuel our growth, deepen customer loyalty, and operate at the highest level of efficiency.”
Matthew Biboud-Lubeck, Vice President EMEA, Amperity
Matthew is the vice president of EMEA where he is responsible for the commercial expansion of Amperity, a leading customer data platform trusted by brands like Reckitt, Under Armour and Wyndham Hotels & Resorts. Lubeck joined Amperity in 2017 to help launch the company and has served in a number of key roles building sales, customer success, and marketing functions. Matthew established Amperity’s LGBTQ employee resource group (ERG) and is a trusted advisor and customer-centricity change agent to the C-suite across leading consumer brands.
Prior to Amperity, Lubeck spent 10 years with global beauty conglomerates Estee Lauder Group and L’Oréal as Group Head of Customer Data Strategy and Analytics, leading 30 brands across luxury, mass and salon professional divisions to better use data & unlock incredible beauty experiences, establishing L’Oreal as an industry leader. He resides in London with his husband and young daughter.
