E-commerce grew 20% for Costco in fiscal 2015—20 times faster than store sales.
The merchant places a premium on mobile customer service.
It’s no surprise that many Lamps Plus m-commerce site users are on the go. That’s why the chain retailer incorporated its Check Store Availability feature into product pages. A customer enters into a tiny form the number of items she needs, along with her name and phone number, and an employee at the store nearest her will call within 10 minutes. “The feature allows our associates to help customers in a more personal way,” says Larry Gee, senior Internet marketing manager. “Our products tend to have additional questions—installation, style advice, etc.—aside from just availability, and getting customers on the phone allows us to service them better.” In stores, Lamps Plus has outfitted its products with QR codes customers can scan with their smartphones to obtain mobile-optimized details.
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