Danish jewellery giant Pandora has introduced e-receipts across its 220-strong UK store estate as it looks to increase its digital capabilities in-store..
This move comes after managing director, Brien Winther, declared 2017 the ‘year of the consumer’, and mentioned technology as a way the brand could improve the businesses in store shopping experience.
By using digital receipts Pandora is now able to capture consumer data at the point of sales, and offer in-store customers an electronic version of their purchase and product guarantee. In addition the move to digital receipts gives Pandora greater visibility of their customers’ in-store purchases, which make up 80% of sales, and allows the brand to connect its online and in-store customers for the very first time, creating a single customer view.
This insight is particularly useful for the brand’s marketing team in terms of understanding their customers’ purchase behaviour and using that insight ensure that marketing messages are targeted more effectively.
Jo Glynn-Smith, VP of Marketing at Pandora, comments: “We know that 60% of purchases are gifts, so giving our customers the opportunity to receive a digital receipt is not only convenient, but important for added peace of mind when it comes to returns and warranties.”
“We also use the digital receipt as an opportunity to request feedback from our customers on their in-store experience, enabling us to continually improve our offering,” she adds.
Receipts are emailed to Pandora’s customers following their transaction and include an option to opt-in to receive regular newsletters, as well as a request for customer feedback, allowing shoppers to comment on their in-store experience. This data is fed back to store managers and head office to help the brand to understand how their stores are performing and identify any areas for improvement.
Pandora appointed technology company Ecrebo to deliver this solution as it has an experience team and 24/7 support coverage. The digital receipts platform was deployed remotely by the Ecrebo team and required minimal involvement from the retailer’s IT department.