Client story Rack Room Shoes: Build Mobile App and Customer Loyalty
By Insight UK / 19 Mar 2019
Rack Room Shoes is a national footwear retailer based in North Carolina, United States. Founded in 1920, it now operates over 450 stores in 34 states.
Find out how Insight supported the retailer to build a mobile app that delivered quality solutions to its customers and in the process gained loyalty.
The Challenge
Like many retail organisations, Rack Room Shoes had its own rewards programme which allowed its customers to earn points every time they spent in-store or online. Customers were then rewarded with discounts and savings on products. The footwear retailer wanted to strengthen its relationship with customers participating in the rewards programme whilst simultaneously attracting new customers.
Idea
A mobile app would help to creatively enhance the customer experience. It would deliver key features including:
• Loyalty points tracking
• Rewards redemption
• Exclusive app deals
• Access to complete order history
• Order tracking
• Returns with digital receipts.
Solution
Insight’s Digital Innovation team developed an iOS® and Android mobile app that improved the client’s ability to deliver quality solutions to customers. The retailer saw an average order value 40–50% higher for mobile app purchases than for mobile web purchases and a 20–25% higher conversion rate. Plus, the solution created a new channel for acquiring new rewards members
