Magazine Article | February 14, 2015

Closed-Loop Alerting, Surveys Drive Better Customer Experiences At Tommy Bahama

Source: Innovative Retail Technologies

By Erin Harris, editor-in-chief

March 2015 Integrated Solutions For Retailers

The lifestyle retailer’s new customer experience management (CEM) tool reduced feedback response time from nearly seven days to within 24 hours.

Omni-channel retailing is all about managing and enhancing the customer experience, and lifestyle brand Tommy Bahama has taken CEM to a new level. Michael Barrow, Tommy Bahama’s VP of retail, and his team implemented a CEM solution in its retail and outlet stores to take action on the issues and services deemed most important to guests.