An integrated shopping experience is critical to providing a seamless and efficient customer experience, according to Steven H. Temares, CEO of Bed Bath & Beyond.
During the company’s Jan. 8 third-quarter financial results conference call, Temares said that during the past holiday season more customers interacted with Bed Bath & Beyond online and through their mobile devices than ever before.
“As we’ve consistently said, we believe an integrated shopping experience must exist among all channels to provide a seamless and efficient customer experience,” he said. Customer engagement and providing a first-class customer experience have paved the way to brand loyalty for 43 years, Temares said.
“Our ability to interact with our customers wherever, whenever, and however to express their lifestyles and habits and move through their various life stages creates a powerful customer value proposition and a loyal customer base,” Temares said, according to Seeking Alpha. “We are excited to have the opportunity to become more dynamic and more relevant to our customers. Today more than ever customers are taking advantage of our omni-channel environment by using more than one platform to make their purchases.”
Temares explained that Bed Bath & Beyond customers have many convenient options to interact with the company, to find what they need, when, and how they want it.
“Another example of our seamless shopping experience is that we accept returns in-store without regards to the channel in which the purchase was consummated,” he said. “Our commitment to take care of our customer is directly related to many of our capital investments, including our investments in technology. We believe new features and improved technology have created a better customer experience and are contributing to our online sales growth.”