Neiman Marcus Goes Mobile to Enhance Client-Sales Associate Relationship
Signature Labs Inc. Commissioned for iPhone App
The notion has been coined “SoLoMo” – Social, Local, and Mobile. The Neiman Marcus Group Inc. has taken the concept and tailored it to enhance the already high level of customer service its customers receive by developing an iPhone app that can be used by customers as they walk around the store and sales associates to better assess shopper preference. The personal shopping assistant software functions in multiple ways and possesses multiple interfaces. The app has been created by San Franciso based mobile development firm Signature Labs Inc (backed by Venture Firms Draper Fisher Jurvetson & NEA). Neiman Marcus stores in Austin, Dallas, San Francisco, and Palo Alto are utilizing the app as the first test markets for the service.
For customers, it offers assistance directly through the phone by alerting users to upcoming store events, new product arrivals and sales, and emerging fashion trends as the sensors placed strategically around the store are triggered. The app is able to offer custom information based on preferences by allowing clients to mark favorite products and scan QR codes on signs in the store to unlock trends and product information. It also informs users on which, if any, of their preferred sales associates are currently in the store and allows them to make appointments or leave messages for associates.
The interface for sales associates gives them an inside, detailed look at customers that ultimately allows for the best possible in store service. Associates are given access to Neiman Marcus purchase history both in store and online, customer’s favorite products. They are notified when their customer walks into the store along with a Facebook photograph to accelerate the recognition and assistance process.
“Signature is thrilled to be working with Neiman Marcus. Not only do they set the benchmark for exceptional customer service, but they recognize that the key to a terrific retail experience is personal and differentiated service. By using mobile apps to re-imagine the personal touch, Signature sets a new benchmark for retail customer service,” remarked David Hegarty, CEO of Signature.
“For more than 100 years at Neiman Marcus, our belief in the importance of providing exemplary customer service has been a core corporate value. The NM Service App allows us to take our service philosophy into the digital era. We look forward to using this cutting edge technology to make our Client-Sales Associate relationship even stronger, and further enhancing the Neiman Marcus shopping experience,” said Jim Gold, President, Specialty Retail, The Neiman Marcus Group.
Neiman Marcus has taken personalized shopping to an innovative level by employing technology and combining it with in store service to give customer service a brand new dimension. Attractive to a range of customers, from the loyal to the tech-savvy, the product is sure to gain attention and applaud.
by Sadaf Syed