Case Study Intro:
Competing for customer loyalty in the online retail market can be brutal. Visitors expect ease of
use, speed, and trust. 1-800-Flowers.com met these challenges head-on. They transformed
their customer experience into a smart, seamless journey across all channels, improving data
quality and security by upgrading their IBM InfoSphere Master Data Management solution.
Thanks to IBM, 1-800-Flowers.com now has access to rich, accurate data they can cultivate to
nurture life-long customer relationships.
Blog Post Excerpt:
Imagine you need to order a gift online. You go to a site you’ve visited many times before only
this time you want to order cookies instead of flowers. The billing information that comes up is
two moves ago and your previous order destinations have all disappeared. In addition, the app
on your phone has slowed to a crawl.
This is exactly what was happening to 1-800-Flowers.com customers. Behind the scenes, data
mining was limited and security less than ideal.
Already clients, 1-800-Flowers.com knew they could turn to IBM for help. An upgrade to their
InfoSphere Master Data Management solution was the key. Read the case study to learn how
1-800-Flowers.com transformed their user experience, tightened security, and gained access to
a wealth of information to nurture customer relationships.
This was a test case created for IBM. A full blog post was never ordered as they entered into a hiring freeze just as I finished the piece. The hiring manager expressed their regrets as they felt that I had done an exceptional job capturing what they wanted in the content. I've included it here rather than letting the content go into the round file.