Moosejaw Mountaineering reaches new heights of customer engagement through social commerce

Published on 27 Jan 2010

Validated on 13 Dec 2013

Customer:
Moosejaw Mountaineering

Industry:
Retail

Deployment country:
United States

Solution:
Smarter Planet

Overview

Based in Madison Heights, Michigan, Moosejaw Mountaineering, Inc. is one of the nation’s leading outdoor-adventure retailers. With seven retail locations employing 250 in Michigan and Chicago, the company’s online retail, Moosejaw.com, was rated a top 50 Web site according to Internet Retailer.

Business need:
To thrive in the highly competitive market for outdoor adventure gear, Moosejaw Mountaineering needed to create a customer experience that would engage a customer community whose appetite for extreme sports is matched by a hunger for communication and collaboration.

Solution:
Moosejaw sought to make its site the go-to destination for young, hip high school and college students and for hard-core outdoor enthusiasts by embedding rich community features into its online commerce experience, thus becoming one of the first outdoor-adventure retailers to make multichannel “social commerce” the cornerstone of its growth strategy.

Benefits:
• Increased revenue from an expected increase in conversion rate (based on an initial increase to 50 percent) • Expected increase in customer loyalty and word-of-mouth expansion through a more engaging and collaborative online retail experience • Ability to deliver seamless messaging, programs and customer experience across all channels • Expected increase in customer satisfaction through richer, more informative pre-purchase support (e.g., customer ratings)

Video

Moosejaw sought to make its site the go-to destination for young, hip students and for hard-core outdoor enthusiasts by embedding rich community features into its online commerce experience, becoming one of the first outdoor-adventure retailers to make multichannel “social commerce” the cornerstone of its growth strategy.




Video Transcript


IBM_moosejaw_final_long version.pdf

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