Urban Outfitters

Urban Outfitters understands the adage that everything old is new again, from its vintage vinyl to drop-flare denim — everything but its personalization strategy, that is. The trend-setting apparel chain maintained a high spot on the Index thanks to a beautiful user experience, 4.9-star rated app, and highly personalized ‘discover’ section with collaborative-based product recommendations. On-brand editorial, and its community of consumers and loyalists, make up the retailer’s dynamic user-generated content, while well-appointed filters allow consumers to easily shop by look or favorite brand (from any product page) and watch videos of select items. Soon, Urban Outfitters shoppers will be able to experience the brand in a new way. Earlier this year, Urban announced a Rent the Runway-style subscription model.

Previous Rank:
2018: #3 , 2017: #42
Company Filing:
Public
Founded:
1970

2019 score: 66

Web:
14/26
Email:
15/25
Mobile:
18/20
Offline:
7/10
Other:
12/18

Why we love Urban Outfitters

Robust mobile app

The more a shopper interacts with the app or the homepage, the more nuanced the product suggestions become. Urban Outfitters’ app includes a ‘discover’ tab, a highly-curated portfolio of product selections that feel hand-picked for each user. With these recommendations, shoppers can create, customize and share up to five wishlists. Urban Outfitters is also one of the best mobile messengers in the Index, with a rich in-app message center and personalized push notifications.
Robust mobile app

Personalized emails galore

The lifestyle retailer’s personalized emails are thoughtfully timed and provide dynamic UO Rewards information. ‘Often bought with’ and ‘you might be into’ product suggestions accompany abandoned cart emails for spot-on collaborative-based product recommendations that keep shoppers engaging with Urban and re-navigating to the website over time.
Personalized emails galore

Connected cross-channel experience

Urban Outfitters understands that modern shoppers seamlessly navigate from brick to click and back again. App users can set their favorite store on their profiles and check out its inventory. When they pop in, Urban Outfitters also uses geolocation to personalize the app users’ in-store experience.
Connected cross-channel experience

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