JBC is making shopping fun for families with Salesforce
Shopping for yourself can be fun, but shopping for the family is a mission. From dressing room tantrums to children who keep outgrowing their clothes, shoppers face a whole new set of challenges when it comes to keeping a young family clothed and entertained.
But buying from JBC is different. With play areas to keep kids busy while their parents shop, loyalty points to help budgets stretch further, and the latest trends in fashion, the retailer truly puts customers at the heart of the shopping experience. And with Salesforce, it’s taking the customer experience to a whole new level.
“Everything we do at JBC is based on our customers’ needs, from the products we stock to the services we offer,” said Michelle Stulin, eCommerce Coordinator at JBC. “Salesforce is helping us tailor our ecommerce operations to be more relevant and rewarding for our customers.”
Adapting to changing customer expectations
Delivering smarter merchandising and unified commerce experience
Rewarding customer loyalty and providing lifetime value to shoppers
A new approach to marketing boosts conversion and retention rates
During the first wave of the Covid-19 pandemic, retailers were faced with a sink or swim situation as stores were forced to close. At JBC, rather than putting marketing budgets on hold, it shifted its focus from selling to engaging with customers.
“We refocused our content strategy around how we could add value for parents – it was really tough for people to manage working from home with their kids there, so we posted tips on social media with ways to keep them entertained,” explained Vaes.
After an initial dip in traffic, the volume of online shoppers grew rapidly, with a significant number of new visitors and conversion rates doubling. By investing in nurturing strong and personal customer relationships with Commerce Cloud, JBC has retained those new customers and numbers remained high when physical stores reopened.
“It was really scary to take that leap of faith, but we’ve found a new way to connect with people and we’ll never look back,” said Vaes. “Salesforce is a key differentiator that immediately sets our ecommerce experience apart from our competitors.”