Bed Bath & Beyond Customer ExperienceDespite a less than stellar third-quarter fiscal performance, Bed Bath & Beyond CEO Steven Temares is confident in the brand’s omnichannel platform that focuses on a personalized customer experience.

“While we recognize that the investments we are making impact our operating profit in the short term, we believe our ‘never say no’ culture and the strength of our balance sheet provide a strong foundation, and through the differentiated products, services, and solutions we provide, we continue to further our efforts to become the destination for our customers’ needs and wants as they express their life’s interests and travel through their life stages,” Temares said during the Jan. 7 conference call, according to Seeking Alpha.

While most pure-play retailers who primarily sell merchandise in home-related categories are struggling with profitability and others rely on outside sources of capital to remain viable, Temares added: “Our company generates healthy cash flows and our strong balance sheet enables us to make strategic investments necessary to continue to create a best-in-class omnichannel platform to position us for long-term success. Some examples of recent enhancements to our websites include a new feature for both desktop and mobile that enables customers to upload their own personal content, such as images of how they have used products, so that other customers may view, enjoy and use them as inspiration.”

What’s more, Temares said the company is piloting a new solution so its customers can manage their Bed Bath & Beyond and buybuy BABY coupons and promotional offers in one place.

“My Offers is a virtual coupon wallet that organizes and stores print and digital coupons and includes the ability to scan and upload paper coupons so customers can access and redeem them conveniently,” Temares said. “We continue to learn from customer usage as we further develop the appropriate strategic implementation of this customer-centric solution. Another new offering on the Bed Bath & Beyond Customer ExperienceBed Bath & Beyond website is the ability to personalize products using a monogram and etching our personal image on such items as towels, glassware, rugs, and many other difficult items. Over time, we plan to expand the selection and assortment available for personalization.”

During the third quarter, Bed Bath & Beyond experienced softer in-store transaction counts, but sales from customer-facing digital channels demonstrated strong growth in excess of 25%.

“In our mobile channels, we set new record highs across all key performance indicators during the third quarter, including traffic, orders, sales, average order value, and conversion,” Temares said. “Global sales during the quarter increased more than 2.5x compared to the same period last year. As consumer shopping preferences continue to shift, we remain focused on providing a seamless customer experience across all of our retail channels so that our customers can interact with us however, wherever, and whenever they choose.”

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