Bed, Bath & Beyond Phases in Omnichannel Makeover

With the customer experience top-of-mind, Bed, Bath & Beyond has made technology investments and systems improvements a leading priority as it strengthens its position domestically and eyes international expansion in the future.

The home goods retailer sees a highly differentiated merchandise assortment, combined with first-rate customer service, as the recipe for winning with consumers, CEO Steven Temares told analysts on a recent earnings call.

As it shifts toward omnichannel retailing, Bed, Bath & Beyond is making "incremental capital investments" in projects to improve the customer experience online, on social networks and on mobile devices. The retailer installed new backend and customer-facing systems for its BB&B and buybuy BABY websites in the second quarter, further integrated World Market and Linen Holdings, and will upgrade its mobile apps and sites in the coming months.

Several projects in the pipeline are also designed to bolster BB&B's cross-channel efforts. According to Temares, the retailer plans to "enhance network communications in stores, as well as develop future point-of-sale improvements and grow and develop the IT, analytics, marketing and e-commerce groups to lead our omnichannel initiatives."

Perhaps with the aftereffects of last year's Superstorm Sandy in mind, BB&B is building and hiring for a new data center in North Carolina that is central to the company's disaster recovery strategy and will support the company's IT systems overall.

And BB&B continues to invest in making its stores greener by retrofitting and updating energy-efficient equipment,Temares added.

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