After implementing LS Nav, Humac strengthened the system by adding LS Recommend, LS Retail’s recommendation service. The goal of the implementation was to increase revenue on the non-Apple branded products the company sells, which are mainly accessories. When a prime product, such as an iPhone, is sold, staff members need to make sure that the customer also has all the accessories he or she might need. Employees are well trained to advise extra items such as screen protectors and phone covers. The company however stocks many more accessories, such as battery packs, hands-free headsets and speakers, which the customer might need, and which employees may forget to mention. In order to increase basket size, and decrease the likelihood that customers have to return to the store to buy an item they forgot, Humac implemented LS Recommend. LS Recommend analyzes shopping behavior, and uses the insights to deliver meaningful product suggestions to the stationary and mobile POS. Staff members can then relay these recommendations to customers. The system is set up so that it suggests only relevant products(based on actual data) that are not already in the customer’s basket. “The system provides great value for the company, by increasing the basket size, and also for the customer, who will get out of the store with everything he actually needs,” says Monica Lind. LS Recommend was initially implemented in two Humac stores. In the first three months of use, the company experienced a 46% total margin growth due to recommended items sales where LS Recommend was used. After seeing the great ROI (return on investment), Humac decided to expand the use of the product to all its 22 stores.
We had expectations on how much the system might have improved our sales, but when we saw the metrics, we were taken aback – LS Recommend has grown our margins and basket size much more than we expected.
During an implementation, it is key to find a partner that trusts you and you trust, who doesn’t need to discuss every small detail and who respects the way your company is run. We found that, and more, in LS Retail.
Let the standard solution be the guideline. It is always better to adapt human behavior than mistreating a system to support your old habits.
LS Recommend has improved the quality of our customer service and increased our revenue on third-party products.