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Bringing customers closer than ever to Liberty

Wednesday 15 December, 2010

Bringing customers closer than ever to Liberty

London's landmark retailer, Liberty, has asked us to provide a sophisticated Loyalty and CRM (Customer Relationship Management) solution to replace its existing, outsourced loyalty system. By bringing its CRM system in-house, the store and its e-commerce site will be able to offer a more responsive, flexible and personalised service to its customers. At the same time, Liberty will be able to tap into our expertise and best practice experience in areas such as tiered loyalty, clienteling, customer insight and key performance indicator dashboards.

Liberty has been synonymous with luxury, great design and personal service since 1875. It is the leading destination store in London, a wonderful emporium where the latest fashions sit alongside design classics. As a company, Liberty is committed to providing a superb shopping experience for each customer.

By applying the pioneering spirit and intuitive vision of its founder, Arthur Liberty, the company aims to meet the needs of a new generation of shoppers and take its existing loyalty programme to the next level of customer satisfaction and service.

Liberty Retail Director, Sarah Halsall, said: "We want to understand our customers better and provide them with the best quality shopping experience. So we need a customer insight tool that helps us to continue giving our customers the personal touch."

To achieve this, we'll be implementing our retail-specific CRM and loyalty points-based solution at Liberty's iconic London store. Our solution will provide real-time data access and immediate query turnaround (rather than the current one week), as well as clienteling reports, campaign management, personalised loyalty points management and a flexible rewards capability.

What we supply:

- CRM Loyalty express solution
Multichannel customer database, data hygiene tools, customer insight, campaign manager, data analysis, clienteling and contact manager, loyalty points tools

- Professional services
To deliver and set everything up, including card fulfilment and recruitment assistance

- Marketing services
To help achieve a return on investment in our joint business case, and to establish a CRM Loyalty best practice team at Liberty

Sarah explained: "We conducted an extensive review of the market and BT Expedite's retail CRM expertise and loyalty solution shone through. We're looking forward to deeper insight, quicker access to data and best practice assistance from the experts at BT Expedite. This will make a real difference to the whole of our business by empowering those on the sales floor."

BT Expedite Head of CRM, Tanya Bowen, said: "We're delighted to partner with such an iconic name in retail. Liberty understands the importance of the individual, and knows that providing a service to each customer in a personal and unique way is critical to its business. We have the specialists and the tools to help them achieve this. And, of course, the performance reports to help the business measure the return of its customer insight initiatives."

If you would like to know more about our CRM and loyalty services, visit or call 0870 850 6880.

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