Rooms To Go

A bit of background

Rooms To Go is a major US independent furniture retailer. The company employs nearly 7000 members of staff across 11 US states and is turning over $1.5 Billion in sales annually.

Since its inception in 1991, Rooms To Go has offered customers the opportunity to purchase an entire room for their home. Furthermore, everything from furniture, accessories right down to décor items is made available. To complement the customer-focused in-store experience, Rooms To Go provides a sophisticated online operation.

The Challenge

Therefore, with such a strong brick and mortar shopping experience, the challenge for Rooms To Go is to create and maintain an easy to use, effective, emotionally rewarding digital journey that complements the showroom and the experience people have in store.

To provide that experience, a solution that provides understanding of the entire customer journey has to be gained. Moreover, the team needed to stitch together engagements and interactions from multiple sites, devices, and channels.

"We can actually watch and validate the user interaction and behaviour."

Mike Audstin VP of Ecommerce Technology

Learn how they

Detect and interact at the point of struggle to increase conversion

Stitch together the offline and online customer journey

Feed CX insights data into a wider big data initiative