SFG, one of the largest women's apparel groups in Australia, engages with customers through six online stores, 892 physical stores, seven websites as well as through Facebook, email, blogs, SMS and customer service calls.
SFG implemented the SDL Campaign Management & Analytics solution to create a single view of the customer across these channels as a way to better understand individual buying behaviors. As a result, SFG was able to deliver the right message at the right time to the right customer audience and saw an ROI in excess of 1800 percent on their campaigns.
"SFG is a great example of how integrating various online and physical channels can enhance customer engagement and set standards that other retailers can learn from and emulate," said Bob Hale, CEO of the SDL Campaign Management & Analytics Division. "SDL's focus is to help brands deliver relevant customer experiences across channels, cultures, languages and devices. SFG has an unwavering commitment to their customers, so we are pleased to share this award and to work together to help them exceed their customers' expectations."
Alison Henriksen, Chief Financial Officer of SFG received the award in Singapore on behalf of the company and commented: "We see the investments we've made in customer insights integral to our omnichannel strategy.
"It is a key differentiator for us and we are achieving measurable results from the increases in customer engagement we are achieving, leveraging our database of over 7 million loyalty members" Kerr Maclean, General Manager of Customer Insights at SFG added: "Integrating multiple entities like a web presence, retail stores, social media and mobile can be quite a challenge, but working with SDL Campaign Management & Analytics we were able to develop a true multi-channel capability that not only solved a complex problem but increased our marketing ROI."
The Smart Card Award is the second time in 2013 that SFG has been recognized for its multi-channel programs. In January, SFG won the Customer Engagement award from Retail TouchPoints in the category of Cross-Channel Analytics as a result of work done with the SDL Campaign Management & Analytics family of software products.
SDL enables global businesses to enrich their customers' experience through the entire customer journey. SDL's technology and services help brands to predict what their customers want and engage with them across multiple languages, cultures, channels and devices.
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