CASE STUDY: VIRTUAL ASR PROGRAM

FROM IN-PERSON TO ONLINE, A LEADING HOME APPLIANCE BRAND TAPS INTO SALES SUCCESS WITH BDS

Using an innovative combination of brand advocacy and virtual selling
solutions, a leading home appliance brand steams ahead with BDS to
achieve awareness, mindshare, and sales in a competitive coffee maker
and espresso machine market.

Services Performed

A Shot of Brand Advocacy Amps Up Awareness

To increase mindshare and market share for our client nationwide, BDS implemented a full-time Market Development program utilizing an optimized coverage approach. From negotiating better shelf placement and replacing missing/broken demo machine parts, to hosting interactive in-store and local out-of-store events, providing hands-on training for store associates, and conducting live product demos for customers, the team consistently exceeded their KPIs and delivered the results that our client desired.

Innovating For The New Customer Journey

In early 2020, the program evolved from championing the brand in stores to supporting the entire customer journey with a major focus on our client’s online presence. While most retailers ceased or decreased operations due to the spread of COVID-19, BDS quickly pivoted our client’s Market Development and Assisted Sales strategy to a fully virtual, video-powered sales experience using two of BDS’ newest solutions: Tap-a-Tech and BrightShops.

Highly trained and camera-friendly barista-like sales representatives staffed
each location. Our reps used BDS’ Tap-a-Tech digital platform to conduct 1-way video chat
via a ‘shop-live’ widget embedded on our client’s website, enabling the team to provide
instant product demos, answer product questions, provide further education, overcome
objections, and assist purchases. The success of the quick pivot led to higher sales
conversion online and an extension of the program.

Results & Highlights

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Market Development Program ROI

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YoY Sales Lift

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Unit Sales Lift Per Week

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Revenue Increase YoY

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Tap-a-Tech Customer Satisfaction Rating

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Tap-a-Tech Average Sale Price Per Transaction

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Tap-a-Tech Average Online Conversion Rate

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