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Luxury store Mitchells picks ThoughtWorks retail solution
25
Apr '14
ThoughtWorks Retail, a provider of innovative retail technology solutions and strategic customer experience consulting, announced that Mitchells Family of Stores, a luxury apparel retailer based in Connecticut, selected ThoughtWorks to create the next generation of customer engagement experiences.
 
As a retailer renowned for its unsurpassed customer service, Mitchells’ approach to adopting new technology was to put the customer first. Instead of simply creating an e-commerce site like many others, Mitchells and ThoughtWorks worked together to identify what would be most meaningful to its loyal customer base, which includes notable CEOs and heads of state.
 
The ThoughtWorks team delivered significant business value to the retailer with a customized technology platform that enables digital collaboration and interaction between the sales associates and their customers. Mitchells’ sales associates can now curate individual product recommendations with personalized communications for their valued customers. 
 
The associates immediately embraced the new user-friendly sales tool, helping to dramatically increase overall store traffic. This innovative online platform harnesses the power of key product attributes (i.e. price, designer, size, etc.) and shopper history to give customers exactly what they want. The personalized level of service further solidifies Mitchells’ focus on differentiating itself as a high-touch apparel retailer in the digital world.
 
By leveraging domain expertise in conjunction with experience design and Agile development practices, ThoughtWorks was able to quickly design product prototypes for Mitchells executives to review on a weekly basis - allowing them to make real-time strategic decisions based on changing business needs and direction. Mitchells plans to continue their successful collaboration with ThoughtWorks in their pursuit of continuous innovation to enhance the customer experience.
 
"ThoughtWorks is helping us to re-imagine the customer experience in a high-touch, curated environment, through the use of technology. I am astonished that in 8 weeks we had a functioning product adding value to our business," said Russ Mitchell, Co-President of Mitchells.
 
About Mitchells
Founded in 1958, Mitchells is an independent, family-owned and operated luxury apparel company, which has grown into Mitchells Family of Stores with the acquisition of Richards and Marshs on the East Coast, and Wilkes Bashford on the West Coast. Mitchells’ authentic approach to exceptional customer service is outlined in the highly acclaimed book Hug Your Customers, authored by Mitchells CEO Jack Mitchell.
 

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