Wellesley Hills, MA, USA, Aug 4, 2020 -- 1-800 Contacts selected Redpoint Global in 2020 as their technology platform to orchestrate the omnichannel experiences at the heart of its customer relationship management strategy. The customer-centric approach of the contact lens retailer in the US combined with marketing initiatives has enabled 1-800 Contacts to step up efforts to reach and delight an entirely new audience during the COVID-19 pandemic.
Over the past 24 months1-800 Contacts has placed an increasing focus on using personalization technology to scale a customer-centric approach, making its marketing highly adaptive to the times. Redpoint underpins the depth and flexibility of their approach with technology to tie various marketing execution systems together and make real-time personalization possible. Combined with shipping and ecommerce enhancements, 1-800 Contacts has also further strengthened their customer connections and removed friction from the customer experience.
"Everything we do is driven by a relentless commitment to deliver the best experiences for our customers," said Phil Bienert, Chief Marketing Officer at 1-800 Contacts. "This commitment deepened during COVID-19, knowing we were responsible for delivering an essential product quickly and reliably. We also discovered our call center agents were on calls longer because our customers were craving more human interaction versus just a transactional experience. Taking time to deliver personalized experiences for customers drives loyalty and fosters a strong positive sentiment of the company. We know to build lasting customer relationships; we need the most accurate real-time customer data accessible through a continually updated single customer view. Redpoint’s rgOne platform will be a fundamental element to help deliver this type of personalization at scale."
"As one of the original direct to consumer brands (DTC), 1-800 Contacts already knew the value of differentiated experiences," said John Nash, Chief Marketing and Strategy Officer for Redpoint Global. "1-800 Contacts has been on an ambitious path to creating a market-leading one-to-one customer experience, an approach that proved invaluable in understanding the needs and expectations of new customer segments during a turbulent time. Redpoint is committed to helping them to continue delivering on their ambitious goals – that is to achieve exceptional customer loyalty and realize new sources of revenue."
Posted by Veronica Silva Cusi, news correspondent
About 1-800 Contacts:
1-800 Contacts is the original disruptor of the vision industry and has spent the last 25 years in pursuit of a better way for vision care and customer experience. The brand has advocated relentlessly on behalf of customers, securing federal legislation that allowed customers the right to their prescription and paving the way for another generation of start-ups. 1-800 Contacts employs more than 1,000 associates between its Utah and North Carolina campuses and is part of the Internet Retailer Top 500.
About RedPoint Global Inc.:
RedPoint Global empowers organizations to bring together all the customer data they need to create precise one-to-one interactions with their customers across any and all marketing channels. Unlike other solutions, the RedPoint Convergent Marketing Platform, a customer engagement platform, enables users to quickly extract structured and unstructured data from wherever it is, easily analyze customer behaviors and preferences, and create precisely the right messaging -- whenever and through whatever channel required -- all from a single platform.
Published: Wednesday, August 5, 2020
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