The Walking Company Refines Loyalty, Customer Experience

4/15/2015
To support a more personalized in-store customer experience, The Walking Company has deployed a suite of Epicor Retail solutions. 

The retailer implemented Epicor Retail CRM 7.0 -- the newest release of Epicor Retail CRM -- to support the launch of its new loyalty program, and Epicor Retail Clienteling to support improved store associate/customer engagement. What's more, The Walking Company is rolling out the Epicor Retail Store Point of Sale (POS) solution across its 210+ stores.

Featuring the top comfort footwear brands from around the world, including ABEO, ECCO, Dansko, UGG Australia, and more, as well as the latest digital foot scanning technology and orthotics, The Walking Company can be found in premium malls nationwide, and online at TheWalkingCompany.com. The retailer prides itself on offering an excellent product assortment, strategic marketing initiatives, and exceptional customer service.

Epicor Retail CRM 7.0 is a next-generation foundation for winning customer engagement and loyalty strategies. The solution will assist  in increasing loyalty and lifetime customer value by enabling The Walking Company to fully engage with customers across all channels and brands using in-depth knowledge of who they are; how, when, and where they shop; what they buy; and what motivates them to buy again. Customers, in turn, will benefit through more personalized offerings, rewards and incentives for their loyalty.

Based on the success of its Epicor Retail CRM and Clienteling deployment, The Walking Company has also opted to replace its legacy POS solution to leverage Epicor Retail Store 6.4, the latest version of the Epicor flagship POS solution designed to reduce checkout time and improve the customer experience to drive greater sales and loyalty.

Leveraging mobile tablets, The Walking Company store associates will be able to access customer insights from previous interactions on the web or in-store for improved customer engagement and a more personalized experience, thanks to the Epicor Retail Clienteling solution.

"Our customers rely on us to outfit them with the world's best comfort footwear and accessories, and our goal is to keep them coming back with outstanding service," said Mark Mosch, CTO at The Walking Company. "We've made significant investments in our in-store foot scanning technology to determine each customers' exact personalized footwear solution, and our launch of Epicor Retail CRM and Clienteling, and Epicor Retail Store Point of Sale represents our newest technology investments to further support our customer experience commitment."

"The Walking Company came to us with a very short timeline for refreshing its in-store technology," said Noel Goggin, executive vice president and general manager, Epicor Retail. "The combination of Epicor Retail CRM, Clienteling and Retail Store Point of Sale solutions gives The Walking Company a powerful framework to support best practice customer engagement and a seamless customer experience." 
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