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Hotter Shoes making strides with CX

By Retail Technology | Tuesday February 22 2022 | UPDATED 22.02.22

Footwear brand Hotter Shoes has teamed up with a customer experience platform to enhance online performance

Hotter is working with True Fit to step up its direct-to-consumer (D2C) offer.

Serving over 4.6 million customers globally, Hotter Shoes sells direct online via its D2C website, through its mail order channel and in-store in its own 17 UK Technology Centres as well as through retail partners, including John Lewis, and, most recently, M&S.

Leveraging its AI-powered algorithm, True Fit is helping Hotter make sense of complex customer buying behaviours, allowing the brand to understand the preferences of its customers, both on and off its own website. 

From this insight, True Fit enables Hotter Shoe’s fit personalisation at scale - helping the shoe brand use data to inform customer engagement while building trust through high-fidelity fit recommendations. 

Order rate

These high-fidelity fit recommendations have boosted order rate, up 30% for True Fit shoppers, while basket sizes have also increased with Average Order Value (AOV) 16% higher, translating to a 3.1% increase in incremental revenue lift in just 3 months.  Hotter Shoes will also expand True Fit’s service to be available in their app in Q1 2022.

Will Rose, technology director at Hotter Shoes, said: “We’re always looking to build confidence into the customer’s digital buying journeys, to help them have that ‘trying on’ experience virtually so they can be assured their shoes will fit like a glove.  True Fit not only gives us this, but we can also use its data and dashboards to derive granular insights about our core shopper.  This provides insights on shopper preferences, from their brand and price affinities across categories to fit consistency across our assortment, informing both product strategy and merchandising and marketing decisions, which is particularly powerful.”

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