CASE STUDY
M.M.LaFleur's secret to eCommerce growth
How Tulip Online Assisted Selling boosted AOV and lead generation
About M.M.LaFleur
Founded in New York in 2013, M.M.LaFleur is a clothing brand with a core focus on personalized styling for professional women. They create functional, comfortable, and stylish workwear, aiming to simplify and enhance the process of building a polished wardrobe.
M.M.LaFleur offers tailored recommendations through quick online surveys and consultations with stylists via virtual appointments or in-store visits. They are also known for their signature BENTO® lookbooks, delivering customized outfit suggestions.
The challenge
Scalable eCommerce personalization
Every retailer knows that personalized service fuels loyalty and sales. But delivering that VIP experience in eCommerce at scale often feels impossible.
Many find themselves relying on resource-heavy individual video calls or unsophisticated, cobbled-together systems, which can make it challenging to connect with digital customers in a truly meaningful way.
M.M.LaFleur recognized this challenge and sought a solution to scale their styling service while keeping the 1-to-1 connection with their customers.
The solution
Tulip Online Assisted Seling
M.M.LaFleur discovered in Tulip Online Assisted Selling (OAS) the key to overcoming the limitations of traditional eCommerce selling. Tulip OAS provided them with a powerful suite of tools designed to scale personalized interactions without sacrificing the quality of the customer experience.
Tulip OAS lets eCommerce shoppers connect with a real, live associate 1-to-1 through SMS. The associate can help the customer with any product questions, recommendations, and can create digital lookbooks on a personalized recommendation page, with their curated items on that page. The customer can then add these items to their cart and complete the purchase. Past conversations and information acquired on the customer are then stored to help simplify and personalize future interactions with that customer.
The results
How Tulip OAS boosted AOV and lead generation
M.M.LaFleur had a clear objective: To scale their signature personalized styling and elevate the eCommerce customer experience.
The results blossomed beyond their initial expectations:
- Stylists can now handle 10x the number of clients at a time
- M.M.LaFleur scaled from 42 to 300 consultations per week
- First-time eCommerce purchasers had 116% higher AOV than M.M.LaFleur’s goal
M.M.LaFleur discovered that Tulip OAS was not just a tool for increasing AOV but a catalyst for scaling their core brand value of personalized styling in the digital age.
The takeaway
Tangible growth you can replicate
M.M.LaFleur's success with Tulip OAS proves a powerful point: Personalized eCommerce experiences, delivered at scale, drive significant results.
By strategically prioritizing human-to-human connections, empowering their team with the right tools, and incentivizing performance, they achieved a remarkable surge in AOV and lead generation.
The takeaway for your retail business?
Tulip OAS offers a path to unlock similar growth. Imagine boosting your revenue and elevating your customer experience at the same time through really connecting to your online shoppers. M.M.LaFleur's journey isn't just inspiring; it's a clear indicator of the potential that awaits retailers ready to embrace the future of personalized eCommerce sales.
About
Tulip is the world’s largest cloud-based retail customer engagement platform provider, with best-in-class Clienteling and POS capabilities that let retailers realize the full potential of omnichannel commerce. The world’s most iconic retailers like David Yurman, Versace, Jimmy Choo, Mulberry, Saks Fifth Avenue, Ferragamo, COACH, and Michael Kors use Tulip to modernize the shopping experience, creating personalized shopping journeys that increase sales and improve customer loyalty across channels. Tulip enables retailers to build deeply personal connections with customers, fulfill orders, closeout purchases, and maximize store associate productivity and performance.
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