Presentation from NRF 2019 Retail's Big Show Lee Newell, VP, Operations, Design Within Reach Amit Sharma, CEO and Founder, Narvar

1. The Future of Loyalty:
Reimagining the
Customer Relationship

3. Narvar inspires loyalty beyond the “buy” button
through great post-purchase customer experience:
package tracking, returns & customer care.
Our Mission Trusted by 500+ of the Industry’s Best

4. When we were founded in 1998, we made innovative
works by iconic designers – like those by Knoll and
Herman Miller – accessible for the first time.
In 2014, Herman Miller acquired DWR, bringing
together two great companies who share a passion for
authentic modern design.
In summer 2018, Herman Miller won exclusive
distribution rights to Danish design firm HAY in
North America. DWR, as the consumer division of
Herman Miller, will implement and manage the HAY
rollout of retail stores, sales and distribution.
We make authentic modern design accessible.

5. The payoffs for valued, great
experiences are tangible:
up to a 16% price premium,
63% would share more personal data,
plus increased loyalty.
- PwC

6. How Narvar + DWR bring luxury CX to life
2x
avg time spent on site
+151%
revenue generated YoY
Beautifully branded post-purchase experience drives highly engaged traffic + repeat purchases.

7. What customers are saying
Great in-store service and delivery
updates. Handy tracking.
Chair arrived when promised.
Tracking kept me informed. Fed-ex
guy noticed I had an injured hand and
brought it upstairs. It’s in perfect
condition.
All good package delivered and the
tracking was spot on. Bonus it didn’t
get stolen before I got home.
On time and dropped at front door.
Perfect.

8. Amit Sharma
Founder & CEO
Narvar
@narvarinc
Lee Newell
VP of Operations
Design Within Reach
@DWR_Tweets

9. ●Customers remember the experience. Focus on CX as a differentiator
across all touchpoints.
●Proactive communication is critical to building trust, the customer
relationship, and inspiring loyalty.
●Strike the right balance between self-service and human touch, using
technology to make it seamless.
Actionable takeaways