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iPads boost customer service at Clarks

UK shoe brand Clarks is seeing increased customer satisfaction levels since the introduction of iPad technology in its stores, according to IT services provider Getronics.

Clarks has deployed iPads in nearly 600 stores, replacing more traditional foot gauges to measure children’s feet with a memorable technological experience. The combination of new technology and the heritage of the Clarks brand is a winning one, says Getronics. The system also allows a more seamless retail experience across multiple channels.

Getronics worked on a system that assists Clarks employees, helping them to maintain a one-to-one dialogue with customers while meeting all of their needs. A customer app for the system, developed by Design Works, features animated characters Jack Nano and Daisy, who guide young customers through the measuring process.

“The shoe fitting experience has now evolved from a purely functional process to something that is both fun and interesting for children, their parents and staff alike,” says Clarks head of transformation Emma Bateman. “The consumer’s in-store experience depends not only on the technology, but also on interaction with our staff.”

“Catering to the expectations of digitally savvy children who are growing up with tablet devices at home and in the classroom is critical to differentiating the in-store experience,” adds Getronics group CEO Mark Cook.

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