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VIP LOYALTY - Case
CLIENT
SITUATION
La-Z-Boy was looking for new ways to increase their in-store traffic and repeat sales.
LA-Z-BOY UPGRADES TO VIP VOICE INVITATIONS TO
IMPROVE EVENT DAY CUSTOMER ENGAGEMENT AND SALES
La-Z-Boy, an international furniture retailer, differentiates its products and services through a heightened customer experience.
Looking for opportunities to continue to grow their customer engagement, La-Z-Boy recognized that they needed to have a more
meaningful conversation with their customers, both through marketing media and in-store; without increasing costs.
A personalized communication solution that could connect to their entire database immediately and drive response rates was
the answer. Turning to SPLICE VIP Event Invitations, La-Z-Boy achieved immediate results, increasing in store traffic and sales,
all while reducing overall event costs.
SOLUTION
The SPLICE Solution delivered personalized
and localized special event invitations to
recent La-Z-Boy customers, in a secure
environment with a minimal implementation
time.
RESULTS
94% overall contact rate
300% increase in traffic
200% increase in sales
90% reduction in cost
Positive customer relationships
More engaged employee base
MARKET CHALLENGES
COST
COST MAINTENANCE
MAINTENANCE
As costs escalated for other media,
La-Z-Boy needed a solution that
would minimize costs while maximizing reach and return.
CALGARY • TORONTO • CHICAGO
TIME
TIME TO
TO MARKET
MARKET
Internal IT was slow and could not
provide a solution for this initiative
that would be able to go to market in
a timely manner.
CONSTRAINED RESOURCES
Due to the company’s size, protocol and other
marketing commitments, limited resources
were available for this initiative. Looking for a
solution that streamlined costs, and internal
resources, La-Z-Boy turned to SPLICE.
SPLICE Sales: 1-855-777-5423
www.splicesoftware.com
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DRIVING RESULTS
A BETTER CUSTOMER EXPERIENCE
La-Z-Boy implemented a 4-store Pilot Project to use SPLICE’s VIP Event
Invitations to notify current customers of VIP events and free gifts for valued
customers. A personalized and friendly voice message, promoting their corporate image and brand was delivered specifying the event details and the
associated benefits. The other pieces of the SPLICE Turn-Key event pilot
included:
Provision of high value customer gifts (3 Keys VIP)
Store Manager training programs and resource material
Customer Permissions & Preference Management services
BUILDING ON SUCCESS
La-Z-Boy found that integrating SPLICE into their existing systems was fast,
efficient and cost effective. Plus, the impact on their IT resources was
minimal. The program has since been rolled out to all stores.
SPLICE specializes in unique human audio as an on-demand
service for enterprises; offering them the ability to connect
with customers using personalized Data Driven DialogTM.
CALGARY • TORONTO • CHICAGO
La-Z-Boy operates throughout the USA, with a focus on speaking the customers language - in culturally diverse regions – all while maintaining their brand
identity. Customers are happy to interact with the brand as it makes them feel
like they’re part of something special.
In order to maintain their brand identity, the messaging had to be a perfect
match. With the SPLICE Team of Linguists and Voice Talents, the messaging fit the brand and emphasized the call-to-action.
AARON SWARTOUT
Scranton Store Manager
Thank you for the opportunity that you have given our store with the VIP
event. The impact this event had went beyond sales and traffic though. The
teamwork that was created prior to and during the event was inspirational.
The intangible's: unity, service, professionalism, teamwork, excitement,
passion, creativity and appreciation generated with this event go beyond
the sales numbers and that's where true success takes place.
SPLICE Sales: 1-855-777-5423
www.splicesoftware.com