The Customer Is The Channel

The customer-centric blog of Linc Global

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Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience

Angela Hsu, SVP Marketing and Ecommerce at Lamps Plus, the United States’ largest lighting retailer, recognized a need to take action to cement their market-leading position. Shoppers’ buying behaviors had changed, and to evolve with customers’ preferences, they needed to deliver improved customer experiences across all channels that customers used, outside of email alone. Lamps Plus selected Linc’s Customer Care Automation (CCA) platform in order to provide real-time updates and answers, to deliver convenience and accessibility that customers wanted, in order to solidify brand loyalty and maintain their leadership position.

 

Lamps Plus Case Study

 

“We see customer care automation as a vital component of being competitive and growing profitability - it's a win for both our customers and our business because it helps us to differentiate in the market, enhance and automate our customer communications and reduce costs." - Angela Hsu SVP Marketing and eCommerce | Lamps Plus

Download the Case Study to see how Lamps Plus used Linc’s platform, to increase opt-ins across SMS and Facebook messenger, drive user engagement and improve the overall customer experience.

Highlights:

  • Opt-in rate across SMS text and Facebook Messenger at almost 30%
  • Customers get more value via real-time updates
  • Improved customer experience – customers get the convenience they want, Lamps Plus captures feedback

 

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Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience

Angela Hsu, SVP Marketing and Ecommerce at Lamps Plus, the United States’ largest lighting retailer, recognized a need to take action to cement their market-leading position. Shoppers’ buying behaviors had changed, and to evolve with customers’ preferences, they needed to deliver improved customer experiences across all channels that customers used, outside of email alone. Lamps Plus selected Linc’s Customer Care Automation (CCA) platform in order to provide real-time updates and answers, to deliver convenience and accessibility that customers wanted, in order to solidify brand loyalty and maintain their leadership position.

How a Billion Dollar Childrenswear Company improved loyalty and LTV by 65%

Whenever children or babies are around - you know you'll have your hands full, with little time to spare. 

[ Forrester Viewpoint ] Deliver Value-Oriented, Contextually-Relevant Experiences

Picture this: A busy Mom is on her way to the grocery store, with 2 kids in the back seat asking about snacks. One wants an apple juice, the other wants a cheese stick. As she parks the car and gives the kids their snacks, she has a moment to catch up on the three things that are on her mind: 1 - The playdate she's hosting this weekend, 2 - Lunches for the family, and 3 - The new dress her daughter wants to wear at her friend's birthday party next Sunday. The first two are momentary thoughts, the latter, is a pause filled with concern that what she has ordered online might not make it in time. It will stir a fight if she has to convince her daughter to wear something from the wardrobe.