By selecting a unified search and merchandising solution instead of using multiple point solutions from different vendors Würth are now able to guide, advise and inspire their online customers by providing relevant content to their customers in the context of their visit.
As well as improving search effectiveness this has helped Würth to increase their customer’s lifetime value and improve brand loyalty. With each merchandising element working together and being aware of each customer’s behaviours across the site, it ensures that Würth can trial new products as the system is able to balance the exposure of new products with best sellers and potential future best sellers, ensuring that new products are exposed appropriately to the relevant customers.
Würth have hundreds of sales reps who visit and expedite customers in thousands of meetings every day. It is important for us to be as relevant in our online interactions as we are in our physical stores. In our online retail, Würth focus on being two things: personal and relevant. Fredrik Holm, Marketing Director, Würth, Sweden, says:
The online consumer journey is a completely different experience to that of an in-store customer, so the journey needs to reflect this. Würth has optimized the customer experience, by delivering what our customers care about with relevant actions and a tailored, intuitive and dynamic customer experience.