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How can you reinvent a retail brand whose digital experience is alienating the consumer?

By taking a true mobile-first
approach to e-commerce.

BACKGROUND

With over 70 retail furniture and mattress locations throughout the Midwest, FFO Home recognized that its current brand positioning and e-commerce experience was being hindered by a reputation built on an everyday-low-price strategy and by a web experience that was resulting in one-third of all monthly 85,000 site visits to drop off after landing on the home page.

BEFORE
STRATEGY

Led by revamped messaging evolution of its current branding and strategy, “The Comfort of Home” uniquely positioned FFO Home as a destination for home furnishings supported by selection, financing options and price.

ScheinerInc.’s digital strategy was to activate “The Comfort of Home” lifestyle by elevating the brand perception through design and lifestyle imagery, rearchitect the customer experience to increase product discoverability and cross-selling opportunities, accelerate acquisition and sales conversions, and gain greater granularity into customer shopping habits.

AFTER
RESULTS

Our first recommendation was to migrate the FFO Home site from a white label industry platform over to Shopify Plus, which immediately improved the online brand experience by addressing speed issues, mitigating technical challenges impacting sales and the customer experience, opportunities to scale, and future features and functionality updates.

Driven by user data and streamlining the UI/UX, we then focused on increasing product discoverability and shortening the path to purchase to trigger conversion opportunities and lead gen and to accelerate sales.

Within the first month of the site’s relaunch and during the height of COVID-19, there was a threefold increase in sales over the prior year, a 10% increase in average orders, a 10% lower bounce rate, a 30% increase in pages per session, and over 1,000 inbound leads were captured. View the FFO Home site here.

FEATURES & FUNCTIONALITY
  • Mobile-first responsive design:
    • 70% of visitors are on mobile, reduced bounce rate by 65%, increase mobile revenue by 146%
  • Improved shoppability:
    • Upselling for Protection Plans and related products
    • Increase pages per visit by 60%, increased conversion rate by 50%
    • Personalization and Geolocation
  • Lead generation through Online webform & chat
  • Expanded and expedited payment options:
    • Via PayPal, Amazon Pay & Apple Pay
    • FFO Home credit card and financing
  • Optimized Delivery Rates with Tiered Pricing
  • Threshold & White Glove Options
  • Richer insights & visibility into customer behavior through heat mapping & screen recordings
  • STORIS Integration with automatic store notifications built with custom middleware development
  • Marketing and Lead Gen:
    • New email workflows
    • Pop-up screen welcome & cart abandonment
    • Increase SEO page ranking
    • Optimized deep linking product pages across social, search and display
  • Enhanced Careers Section
INTEGRATIONS
  • Qubit Personalization
  • Podium Chat
  • Avalara AvaTax
  • STORIS/Shopify API Integration
  • Boost commerce product filter and search
  • Custom FieldsBold Store Locator
  • Zapiet Store Pickup and Delivery
  • Wishlist Plus
  • Product Compare
  • Zendesk Support
  • Category Breadcrumbs
  • Also Bought Cross-Sell
  • Bonify Customer Account Fields
  • Intuitive Shipping

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