As the company grew into a leading retailer with over 700 locations in multiple countries, it needed to stay in touch with its loyal shoppers—just as it had in the past.
Chat with Chico’s is an insight community of 14,000 women who continuously provide feedback on how the retailer can improve products, marketing efforts and store design. The community allowed Chico’s to maintain a close relationship with its customers, keeping them engaged and coming back.
Chat with Chico’s played a fundamental role throughout major shifts in the retail industry. For example, insight helped the brand better understand the post-recession and tech-savvy female customer. Chico’s customers were less frivolous and more mindful of spending habits. They also made better use of the many digital options available and were more likely to buy online and on mobile. Feedback highlighted how customers wanted a mobile-friendly, simple user experience when purchasing from and communicating with the brand.