Industry:Fashion + Apparel
2017 Score:42
Company Filing:Public
Founded:1970

Urban Outfitters spent 2017 investing in a personalization strategy to expand its strong foundation of attribute-based recommendations. The brand now targets specific shopper profiles and has fine-tuned its mobile notifications, basing the cadence of push messages on a customer’s specific engagement with the brand. The retailer boosted its conversion rate, increased traffic to hundreds of physical storefronts and streamlined online and in-app purchases for a high-touch, wholly effective personalization strategy. We love seeing a brand deliver on its promise to investors that personalization and customer experience are focus areas.

2018 score: 81

Tied with:

Walmart

27/30
website
10/15
mobile
18/25
other

Why we love Urban Outfitters

Urban’s content-rich app features a full recommendation feature unique to each customer. Products are thoroughly reviewed, and we love the ‘back in stock’ notifications and dedicated labels for customer favorites.
Mobile app
Urban provides recommendations based on previously viewed items, and pushes quality content from the blog into elegant features of its products. Each email includes three to five recommendations for shoppers to consider that are displayed in a fun, on-brand way.
Recommendations
UO Rewards connects all customer activities with liberal rewards, and 10 ways to earn points -- from shopping in-app to visiting a UO store -- that encourage cross-platform and cross-channel interaction with the brand. Rewards span from early access to sales, to VIP exclusive event tickets, birthday prizes and more. It’s all tracked in an easy-to-use app interface.
UO Rewards

Why we love Urban Outfitters

Mobile app

Urban’s content-rich app features a full recommendation feature unique to each customer. Products are thoroughly reviewed, and we love the ‘back in stock’ notifications and dedicated labels for customer favorites.

Mobile app

Recommendations

Urban provides recommendations based on previously viewed items, and pushes quality content from the blog into elegant features of its products. Each email includes three to five recommendations for shoppers to consider that are displayed in a fun, on-brand way.

Recommendations

UO Rewards

UO Rewards connects all customer activities with liberal rewards, and 10 ways to earn points -- from shopping in-app to visiting a UO store -- that encourage cross-platform and cross-channel interaction with the brand. Rewards span from early access to sales, to VIP exclusive event tickets, birthday prizes and more. It’s all tracked in an easy-to-use app interface.

UO Rewards

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