E-Commerce Retailer Chubbies Beefs Up Loyalty Program

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E-Commerce Retailer Chubbies Beefs Up Loyalty Program

06/23/2016
How does a shorts brand cultivate a following of over 1 million Facebook fans, 252 thousand followers on Instagram, and receive a 98% customer satisfaction rating? Chubbies’ large shorts-loving following is partially due to the huge investment the San Francisco-based lifestyle brand has made in their unique customer loyalty program.
 
The online apparel retailer hosts one brick-and-mortar that essentially serves as a showroom for products. The company offers thank you gifts with customer orders, a successful but time-consuming process.
 
"I was spending at least half of each day on manual processes like communicating orders to our 3PL and updating add-on products we would send through our loyalty program," said James Hargett, Fulfillment Contractor at Chubbies. "In addition to time-consuming processes, we were using an inventory system that provided our team with limited visibility into accurate inventory counts, causing fulfillment and forecasting issues.
 
Chubbies choose inventory control platform Stitch Labs' new API to help innovate and streamline their operational infrastructure.
 
"We chose Stitch Labs because of the flexibility their API provides us." Said Hargett. "The API lets us update the structure and gifts of our loyalty program on the fly based on what is being received well, or poorly, by our customers. The fact that Stitch Labs is a cloud-based service allows us to keep our team as lean as possible by not needing to hire developers to constantly update our loyalty program."
 
The new API enables mid-market businesses to create custom modifications and additions to the Stitch platform so that it can connect to the existing and future solutions they need to run a successful business. Sales channels, accounting software, and third party logistics (3PL) providers will all be linked to the heart of omnichannel retail -- the inventory. Chubbies leverages the API to connect customer order history, rewards program information and 3PL details.
 
"Before Stitch, if, for example, a customer inputted an address incorrectly, we only had about a six hour window before the item shipped to the wrong address," said Hargett. "It was very manual and time-consuming to program or pause orders directly with our 3PL. Now, we can pause orders between when they're placed and when they're fulfilled.
 
"With a better picture of our inventory and what's heading out and what's available, we have accurate data for forecasting. Instead of looking at multiple systems and various spreadsheets, when you have them all centralized in Stitch, you can run a report at the click of a button and it's super easy to get the data you need to make smart business decisions.
 
"Specific to our loyalty program, we see fewer customer service issues as accurate inventory definitely affects the customer experience. We have a 98% CSAT score, so we have a lot of loyal, happy customers."