Retailer Bouwmaat saw an early need to bring the personal touch of the store floor online as well. Its B2B customers also expect to be known there in search, in filter options and with appropriate recommendations. In a few steps, personalization was applied online and in the newsletter, tripling the conversion rate. An additional advantage is that a lot of manual work has become unnecessary.
"Omnichannel means showing the same personal commitment online as physically in the store. For that, you need three things: customer data, content and a real-time data envelope that you both unlock to the front end. Customers now rate the entire journey with an 8.7. That's what we do it for."
