Pep Boys is among the best when it comes to customer engagement, according to the latest Customer Engagement Awards from Retail Touchpoints. The company took home a Gold Award for its innovative Instagram Monitoring system, powered by Yext. The system was developed in early 2015 as a way to engage customers on a more local level.
The journey to an award-winning engagement tool began with a question: How can Pep Boys increase customer engagement? The company launched an initiative called, “Search and Response,” which focused on....