Journeys Advances Customer Experience with Location-Based Analytics

To enhance the in-store customer experience at more than 1,000 North American locations, Journeys, a division of Genesco and specialty teen retailer, will rollout ShopperTrak customer behavior insights and location-based analytics. Through the partnership, the retailer will be able to measure store traffic to optimize labor scheduling, ensuring a consistent customer experience for each guest in a store.
"ShopperTrak has the resources we need in a partner to help us take the singular Journeys customer experience to a new level across all Journeys stores," said Rob Taylor, COO at Journeys. "Our culture is focused on putting the customer first. Now, with targeted analytics and field-level training from ShopperTrak, we're able to take action on the data, achieving total ROI while empowering our regional, district and store managers with the information they need to better serve our customers."
The retailer will also be able to assess store and employee conversion to identify training and sales performance opportunities, all with the goal of providing the highest level of customer service.
During a pilot in 2013, the ShopperTrak perimeter analytics solution was deployed across 18 Journeys locations, aligning the traffic opportunity with labor resources. In several cases, a reallocation of labor or a staggered start of shift, helped to drive conversion by one or more points – this translates into an impressive comparable sales and revenue opportunity. Following the pilot, the retailer decided to rollout the solution chainwide to help improve operating income.