FashionampApparelReal-worldCX

#AwesomeCX Needle.com

OUR VISION

Be the most trusted enabler of authentic customer experiences.

OUR MISSION

Provide the right individualized experience

for each customer at the right time.

#AwesomeCX Needle.com

Real-world CX solutions

THEIR CX CHALLENGE

American Apparel’s CSR team could not scale to meet demand on their site – and they were actively looking to drive more revenue through chat.

HOW WE SOLVED FOR IT

Full Service – Needle sourced, certified, and motivated a team of external advocates – who quickly scaled to meet demand, especially during peak periods.

THE IMPACT TO DATE

Incremental Rate: 86%Conversion Lift vs. Site: 12x NPS: 67CSAT: 9

THEIR CX CHALLENGE

Carhartt is focused on customer experience and needed another touch-point besides phone and email, something that would add a personal element to the online experience.

HOW WE SOLVED FOR IT

Full Service – Needle built a community of external Carhartt advocates whose product knowledge and brand passion took their online CX to new levels – and enabled Carhartt to scale to meet demand during peak selling periods.

THE IMPACT TO DATE

Incremental Rate: 69.37%Conversion Lift vs. Site: 7.4x NPS: 76CSAT: 9.35

THEIR CX CHALLENGE

Coach wanted to find people who know their product well and are passionate about the brand, making them better suited to help with online sales.

HOW WE SOLVED FOR IT

Full Service – Needle found Coach fanatics – and deployed real-time tools that enabled them to share their knowledge and passion with Coach.com shoppers. 

THE IMPACT TO DATE

Incremental Rate: 69%Conversion Lift vs. Site: 11x NPS: 74CSAT: 9.3

APPAREL & ACCESSORIES

#AwesomeCX Needle.com

Advocate Profiles | American Apparel

Marisa S.Brookline, MA

I'm a junior at Boston University studying marketing & PR. I'm from New York and enjoy writing and music.

CONVERSION

12.9%AOV

$107.69AVERAGE RATING

9/10

Joseph H.Sanford, FL

I'm obsessed with patterns and American Apparel. I've been a dedicated shopper for 5+ years and I'd love to help you!

CONVERSION

15%AOV

$103.24AVERAGE RATING

8.8/10

#AwesomeCX Needle.com

Advocate Profiles | Coach

Ann-MariePortland, ME

You could say all my passions start with a P --Plants, Purses, and Pinball!

CONVERSION

10.5%AOV

$249.73AVERAGE RATING

9.2/10

Helen W.Newport Beach, CA

I am a Coach-aholic. I have a collection of over 60 bags that is never complete.

CONVERSION

8.5%AOV

$252.67AVERAGE RATING

9.4/10

#AwesomeCX Needle.com

“”

“ ”What consumers say about these experiences

“Joseph H. was EXTREMELY friendly and helpful. He made this my

best online shopping experience I've ever had.

I was looking for an outfit for a Christmas party, and he presented me with ideas and variations, helped me choose colors that would work best for my skin and hair color, and most of all, brought an overall pleasant experience to me tonight. Thanks Joseph :-)”

“I love your chat. I love the REAL I have used it many times now, and have

been happy each time. Keep it REAL and I am satisfied. Stuff like this builds brand loyalty.”

“I have used this feature on your web siteand every time I get the same great

service.

That alone will keep me

a customer for life!”“This feature alone is why I do

100% of my shopping

through your network of sites. Thanks.”

It's like having a personal shopper.

And I have found the advice to be right on point.

“I think I

learned more about Nikon

lenses in these short

minutesthan all the time I've

been researching them.”

“Speaking with her was effortless and her

responses were not forced, but

personable.”

“So helpful and fast.”

She really knows Coach products and

I probably would have just given

up if I kept looking

on my own.