Case Study


FoyerLive Digital Shopping Assistant touch screens provide guided selling and endless aisle capabilities in store.

Only half of our 12,000 products actually fit in-store, and we are aware this is pushing our customers to shop online.

Peter Macaulay, Managing Director

To continue its dominance as Australia’s #1 in kitchenware Kitchen Warehouse have created a seamless shopping transition for customers from online to in store using FoyerLive.

Supporting their East Coast physical store roll out, Kitchen Warehouse have deployed FoyerLive Digital Shopping Assistant touch screens into stores.

“While we are the largest kitchenware store in the country, only half of our 12,000 products actually fit in-store, and we are aware this is pushing our customers to shop online. With FoyerLive our customers have access to all our products in store, which gives us the opportunity to capture the sale regardless of our store stock levels.”  Peter Macaulay, Managing Director

Digital Shopping Assistant touch screens have been placed in key locations within store where customers most often require additional product information to select the right product for their needs.

Solutions in store range from guided selling of the Kitchenaid range through to to access to the full Kitchen Warehouse catalog on endless aisle touch screens.

The integration between FoyerLive and Netsuite provides customers with the buy products in store and home delivery products in a single transaction.

With FoyerLive we capture the sale regardless of our store stock levels.

Peter Macaulay, Managing Director

Results

Since launch customers have been actively using the touch screens to find products for their specific needs.

Kitchen Warehouse have received over 25 orders a week with an average value exceeding $100 have been generated from the Digital Shopping Assistant touch screens.

But, rather than looking just at the sales ROI, it is important to consider the value of customer retention.

As customers who purchased using the Digital Shopping Assistant were not forced to pull out their phones to search for what they wanted, they didn’t end up buying from a competitor and increased their likelihood to purchase again from Kitchen Warehouse, driving up life time value (LTV).

Knowing that it costs 5 x as much to acquire a new customer versus retaining one, Kitchen Warehouse is focused on delivering a true omni-channel experience in their stores to retain their valued customers.