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Case Study: American Eagle Outfitters improves online customer experience with IBM Tealeaf
A IBM Case Study
American Eagle Outfitters improves the online customer experience
American Eagle Outfitters, a leading global specialty retailer, faced the challenge of gaining a deep understanding of customer behavior on its digital channels to identify and resolve issues that were causing frustration and lost sales. To boost customer loyalty, they needed to move beyond limited feedback forms and find a better way to ensure high-quality online and mobile shopping experiences.
The company implemented IBM Tealeaf customer experience management solutions. This enabled their team to replay customer sessions, quickly pinpoint the root causes of problems, and proactively make improvements. The results for American Eagle Outfitters were significant, including recovering tens of thousands of dollars in lost sales from a corrupted cart, increasing mobile traffic by 20 percent, and rapidly resolving promotion and login issues to greatly improve customer satisfaction.
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American Eagle Outfitters
Joe Megibow
SVP/GM Omni-Channel eCommerce