NEINVER, currently Europe’s second-largest operator of outlet centres and a market leader in Spain and Poland, has won the award for “Best O2O Strategy” at the 2016 MAPIC Awards – organised by MAPIC. This award acknowledges initiatives based on a successful to trade from offline and online or vice versa, enhancing the customer experience. Hence, NEINVER is recognised for its ability to adapt to the new consumers’ shopping preferences by implementing an innovative digital ecosystem that responds to an ambitious omni channel strategy.
NEINVER’s value proposition is to engage and accompany its customers during their entire customer journey and monetize its relational model. It is possible thanks to an omni-CRM system developed ad-hoc for the company, where NEINVER is able to offer the brands an omni channel vision of their customers’ behaviour and consumption patterns through the analysis of their interaction throughout the different touch points: webs, apps, wi-fi, geolocation in the physical centres, social media, loyalty programme as well as the The Style Outlets e-commerce platform. This new e-shop for The Style Outlets, the first permanent online outlet, in place for the last 7 months, provides a new customer touch point that enlarges and complements the physical outlet centres’ that the company operates in Europe.
NEINVER is the first outlet centre operator offering an omni channel B2B2C business model. The integration of all digital touch points ensures fully omni channel management and allows to get in a single view the “before, during and after” of the omni channel customer journey in order to offer a seamless shopping experience, both in physical and online centres. NEINVER is thus able to gather qualitative and quantitative information about customers on shopping tastes, preferences and habits throughout the omni channel shopping process. It also allows to optimise communication between brands and shoppers by offering contextual marketing in real time and to communicate with the customer according to “offering of right products to the right people at the right time”.
Inigo Pastor, Digital Business Director at NEINVER, commented: “Innovation is part of our commitment to provide added value to our clients and reinforce NEINVER as a leading operator capable of offering a unique omni channel management proposition. This award not only recognises the efforts made by the company in this field, but also stands out NEINVER’s pioneering DNA and the importance of innovation in the evolution of retail business.”
