POTTERY BARN KIDS
Fostering brand loyalty at a pivotal life stage
Situation
Several meaningful and emotionally engaging initiatives were conceptualized and developed that allowed Pottery Barn Kids to more deeply engage with new and expecting parents as they entered the exciting, but often scary life phase of new parenthood. These initiatives—such as a completely revamped, omnichannel Baby Registry program and a multi-faceted Ages&Stages customer and sales associate program—allowed the brand to establish an early emotional connection with these important customers, becoming a trusted and valued partner from the very beginning of their parenting journey.
Solution
- Value Proposition, Visual Brand Identity, and Messaging
- Customer Journey Mapping
- GTM Strategy
- Website, In-Store and Catalog
- Customer and Sale Associate Collateral
- Sales Associate Training Program
- SEO/SEM, Digital Marketing
- Data Analytics, ROI Analysis, and Campaign Optimization
ELEVATING THE CUSTOMER EXPERIENCE
The Pottery Barn Kids Ages & Stages customer journey initiative was designed to empower sales associates with a deep understanding of the key developmental stages children go through. By training associates on the unique needs and typical growth milestones of each stage, they were better equipped to recommend relevant, timely products to best suit each family’s evolving needs. This personalized approach improved the customer experience while building stronger relationships between associates and customers, ultimately driving increased sales and customer loyalty.
