Crafting a seamless digital-to-physical strategy_Narvar

1. Crafting a seamless digital-to-physical strategy

3. Amit Sharma
Founder & CEO
Narvar
Zahia Ghossaini
Head of Digital/eCommerce
Arezzo & Co
[Schutz & Alexandre Birman]

4. Narvar is an intelligent customer experience platform
that helps commerce companies ensure that every touchpoint along
the purchase journey engages consumers and enables emotional
connections.
Trusted by 650+ Top Retailers
OUR MISSION

5. Arezzo & Co Slide

6. Founded in 2008 out of a
love for the process, the
use of exotic materials
and the artist’s eye for
aesthetics.

7. Founded in 1995 by
Alexandre Birman,
Schutz has redefined
attainable luxury with its
trend-forward footwear.

8. ▴ 3.4%
All retail
▴ 18.8%
Online sales
Holiday 2019: Retail fared well

9. The returns experience has an even greater impact
on customer loyalty
Source: “The State of Online Returns: A Global Study” - 2019 Forrester + Narvar Consumer Returns Study
8%
31%
Consumers who would NOT
visit retailer again due to
poor returns experience
Repeat New
Bounce rate ~4x
greater for first
time shoppers
Unsatisfied Returners Won’t
Repeat Purchase
2017
2019
34%
40%
15%
17%
Unsatisfied
with their
return
experience
Would NOT
shop
at same
retailer again
6% in dissatisfaction
New Customers Even More
Unlikely To Visit Again

10. The Schutz return
experience

11. The battle for the reverse mile

12. of Schutz customers select a
Concierge location for drop-off versus
traditional mail option for returns.
Schutz provides
customers more options
with Narvar Concierge
19.3%

13. Customer intelligence to optimize your physical network
Schutz – San Francisco, CA

14. • Crafting a seamless returns experience will create more
happy, repeat customers
• Invest in seamless digital-to-physical customer touchpoints to
reinforce (not undermine) your brand’s positioning
• Apply your digital-to-physical customer insights & intelligence
to optimize your physical network for better ROI
Actionable takeaways from this session: