Narvar’s Post-Purchase Technology Implemented by ASICS to Provide Premium Shopping and Tracking Experience

The global tech brand will improve ASICS’ customer experiences after the buy button with smart shipping and branded order tracking solutions

Innovative customer engagement platform provider Narvar has announced that its post-purchase technology is being implemented in each of ASICS’ European markets, to deliver exceptional customer experience. This move follows the success of ASICS’ implementation of Narvar in North America.

Recognising the influence that post-purchase experiences have on brand loyalty and customer lifetime value, Narvar’s platform will support ASICS to uphold its status as a ‘premium sports brand’ by ensuring that customers are given high quality, seamless experiences. Using Narvar’s Ship & Track solution, ASICS customers in eleven European markets will now be able to engage with the brand in eight different languages. These customers will all receive smarter delivery predictions before they hit the buy button, and proactive tracking notifications after purchases so they don’t need to ask: ‘Where is my order?’. These thoughtful, personal and useful communications will reflect the premium aesthetics of the ASICS brand. ASICS will also implement Narvar’s Return solution to streamline its returns processes for customers.

ASICS recently moved its entire core ecommerce platform to Salesforce Commerce Cloud. The fact that Narvar integrates with Salesforce was a key factor in choosing this solution, as this meant that onboarding time was reduced by 33%. What’s more, ASICS decided Narvar’s solution was best suited to capture and analyse customer experience data at scale, to enable learning and customer insight and provide additional post purchase experiences for its customers.

Anthony Gavin, EMEA Director, Narvar said: “Great brand experiences establish and build loyalty. 80% of consumers are more likely to repeat purchase from a brand or retailer which proactively communicates with them about delivery statuses[1]. With many brands competing in the same retail space, the real winners will be those which focus on customer lifetime value and retention. Taking steps to acknowledge and service customers’ post-purchase needs is key to turning one-off sales into repeat custom. We’re delighted to be working with ASICS to help it deliver premium post-purchase experiences which will keep its customers racing back for more!”

Rick Hoving, Website Operation Manager, ASICS EMEA said: “Through implementing Narvar’s post-purchase technologies, ASICS is excited to now provide its European eCommerce customers with a more premium shopping and tracking experience after they’ve hit the buy button. We’ve boosted our service levels and can communicate with customers more regularly and far more effectively.  We’ve seen brand loyalty soar in North America after using Narvar’s solutions, so we wanted to bring the same experience to our customers in Europe.”

[1] Narvar Hierarchy of Needs report, November 2018

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