Customer Experience Featured Article

Majestic Wine Grows SDL Partnership to Improve Customer Experience

November 05, 2014

Majestic Wine is working to deliver a more personalized customer experience by expanding its partnership with SDL and adding more solutions under SDL’s Customer Experience Cloud.

With SDL eCommerce technology Majestic Wine has improved website search and navigation, engaged in smarter merchandising and can now deliver campaigns and experiences to customers in a more relevant and consistent manner. Majestic Wine is now able to replicate the personal interaction offered in stores with a seamless and comprehensive online experience.

“This technology is helping us to raise the bar in such a competitive marketplace, said Richard Weaver, eCommerce Director at Majestic Wine. “We believe relevancy and personalization is the key to rising to the omnichannel challenge. We want to offer the best possible customer experience in-store and online and working with SDL allows us to step up to this challenge.”

“Take sparkling English wine, which is popular at the moment, as an example,” he added. “Because of the integration between our website, our stock system and SDL eCommerce, we're able to offer our customers in Tenterden a broader range of wines from the local Chapel Down winery than we offer nationally, because that's what's in stock locally. This means we avoid something retailers dread – customer ‘out of stock’ disappointment. This also helps us to further showcase the in-depth knowledge we have of the wines we sell by providing the right product to the right customer at the right time online.”

Majestic Wine is also using SDL Campaigns to improve customer experiences and maintain relevance. Campaigns allows the company to use customer-provided data regarding product preferences, location or local store stock to deliver personalized and tempting promotional offers via the customer’s preferred channel and device. By taking into account customers’ geo-locations and fully synchronizing with Majestic Wine’s eCommerce product catalog, Campaigns makes the product selection process much faster, easier and more pleasurable for customers as well as the company.

“To compete and differentiate in online retail, the silver bullet is to create a unique online shopping experience that is tailored and personalized to the context of shoppers and shopping scenarios,” said Mark Lancaster, CEO and Founder of SDL. “Doing this, using an omnichannel approach that connects online and offline seamlessly, is the crux of great customer experience. We’re delighted to be partnering with such a successful and forward-thinking household name in the UK on such exciting projects.”

Edited by Alisen Downey

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