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Client Story
La-Z-Boy Upgrades To VIP Voice Invitations to Improve Event Day Customer Engagement & Sales
As an international furniture retailer, La-Z-Boy differentiates its products and services through a heightened customer experience. La-Z-Boy recognized they needed new ways to grow their customer engagement so that they could have more meaningful conversations with their customers, both through marketing media and in-store. However, they needed to find an effective solution without increasing costs.
SPLICE worked with La-Z-Boy to create a personalized communication solution using SPLICE’s Voice Invitations. This service allows them to connect to their entire database immediately and drive response rates, while reducing labor costs. La-Z-Boy is able to personalize each VIP Invitation that their valued customers receive and they consistently see immediate results by doing so. While store traffic and sales increase, so does their customer base and customer engagement.
Market Challenges
Cost Maintenance
Time to Market
Constrained Resources
Driving Results
La-Z-Boy implemented 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
- Store Manager training program and resource material
- Customer gift check-ins and Permissions & Preference Management services
94%
Overall Contact Rate
300%
Increase in Traffic
200%
Increase in Sales
90%
Reduction in Cost
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 and continues to grow over the last 9 years.
La-Z-Boy utilizes SPLICE's other products and solutions in order to extend their reach to their customers through other channels by collecting customer permissions and preferences. This allows La-Z-Boy to remain digital and versatile and to be able to reach out to their VIP customers through their channel of preference, such as text, call, or email.
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.
A Better Customer Experience
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.
What La-Z-Boy has to say:
“We had a great weekend. Turned a $6k Saturday last year into a $41k and a $4k Sunday into a $20k day. Clearly we chose the right weekend to improve business. We checked with a store in the next market just to see if they had a good weekend and it was their “worst weekend ever”.
We were glad to hear we did the right thing. We are gathering info from our sales people to see how many “robo calls” we closed…but either way we had an energy that brought us great success! And the grill sets were a hit. We have some left and intend to do our own phone power in the store. Thanks for your help! Looking forward to our next VIP!”
“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.”
“We had a great weekend. Turned a $6k Saturday last year into a $41k and a $4k Sunday into a $20k day. Clearly we chose the right weekend to improve business. We checked with a store in the next market just to see if they had a good weekend and it was their “worst weekend ever”.
We were glad to hear we did the right thing. We are gathering info from our sales people to see how many “robo calls” we closed…but either way we had an energy that brought us great success! And the grill sets were a hit. We have some left and intend to do our own phone power in the store. Thanks for your help! Looking forward to our next VIP!”
“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.”
Industry: Retail
Company Size: Large
Region: North America
Business Type: B2C
Company Profile
For over 90 years, the La-Z-Boy brand has focused on the core values of honesty and integrity. We are dedicated to upholding the highest ethical standards in all aspects of our business operations. La-Z-Boy employees, from our manufacturing facilities, regional distribution centers and stores, to our corporate offices, are committed to this core tenet.
By honoring the past and embracing the future, La-Z-Boy has stayed true to the principles of our founders as we continue to bring quality and comfort to people around the world, as we enrich people’s lives by turning houses into homes.
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