To continue its dominance as Australia’s #1 in kitchenware, and support their continued physical store roll out, Kitchen Warehouse have deployed FoyerLive Digital Shopping Assistant touch screens into their first store, with the rollout to additional stores continuing in the new year.

“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. By identifying the locations where customers most often require additional information, and product assistance the kitchenware endless aisle touch screens put product information at customers fingertips. The Digital Shopping Assistant is integrated into Netsuite eCommerce and POS to provide a single view of customer in existing retail systems. Improving customer experience by allowing customers to purchase in store and home delivery products in a single transaction.

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). Keeping in mind that it costs 5 x as much to acquire a new customer, than it does to retain an existing one, Kitchen Warehouse is focused on delivering a true omni-channel experience in their stores to retain their valued customers.

Kitchen Warehouse Digital Shopping Assistant