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Zumiez has seamless customer experience in store


Catering to a tech-savvy millennial shopper base, specialty retailer Zumiez Inc. cannot afford to offer a Gen X-style customer experience.

To meet customer expectations of being able to purchase goods anytime, anywhere, via any mix of channels they choose, Zumiez needed a flexible, customer-focused platform. In 2015, Zumiez ran a multi-store pilot of the Starmount Customer Engagement suite platform.

Based on successful pilot results, Zumiez will roll out Starmount Customer Engagement Suite throughout its network of stores in the U.S. and Canada this year. The new platform will support flexible paths to purchase, including reserve/buy online and pick up in store same day; ship from any store to any location; and order online from the store. Thus Zumiez will be able to leverage the stores as an omnichannel experience component.

In addition, mobile engagement tools and integrated loyalty programs will provide store with access to comprehensive product information, enterprise-wide inventory visibility, and the ability to process transactions anywhere on the store floor.

“Superior technology, a good cultural fit with our team, smart people, and an agile mindset and processes were on our list of priorities in selecting a technology partner,” said Rory Hudson, VP of IT at Zumiez. “We chose to work with Starmount because their approach aligns with our own vision of the way retail is evolving, and have acted as an extension of our team in helping us deliver an integrated and end-to-end omnichannel experience that provides flexible deployment options — whether it be through mobile devices or fixed registers.”

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