How Crate & Barrel Connects Shoppers with Relevant Products

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Lunch and Learn during Retail TouchPoints #RIC21 virtual event. *** Crate & Barrel’s previous search solution couldn’t provide its shoppers with an online search and browse experience consistent with the customer-centric Crate & Barrel brand. Meanwhile, Crate & Barrel merchandisers spent the bulk of their time manually creating and maintaining search rules. The search experience impacted customer retention, loyalty, and revenue growth. Join this lunch & learn for an interactive chat on how Crate & Barrel partnered with Lucidworks to: -Improve search and browse by modernizing the technology stack with ML-based personalization and merchandising solutions -Enhance the experience for both shoppers and merchandisers -Explore signals to transform the omnichannel shopping experience Questions? Visit https://lucidworks.com/contact/

Einzelhandel

How Crate & Barrel
Connects Shoppers
with Relevant Products
Aaron Veit, Director, Digital Product Management, Crate & Barrel
Peter Curran, General Manager, Digital Commerce, Lucidworks

Agenda
• Who is Crate & Barrel
• Why Crate & Barrel partnered with Lucidworks
• Implementation
• Outcomes
• What’s next
2

● Founded 1962 in Chicago
● International destination for
furniture, housewares, and decor
● Innovative "vignette" style
● Help people “Welcome Life In”
7,50
0
C&B and CB2 EMPLOYEES
WORLDWIDE
4
ECOMMERCE
SITES
10
0STORES

5
Why Crate & Barrel Partnered with Lucidworks
• Search solution had limited machine learning
• No personalization
• No merchandising tools
• Modern technology stack
• Personalization and recommendations with ML
• Merchandising solution
Before After
Consequences Outcomes
• Losing customers to competition
• Missed opportunities and revenue loss
• Productivity loss for merchandisers
• Higher conversions, ATC, AOV
• Increased revenue
• Higher customer engagement and satisfaction

SPEEDY INTEGRATION
Initial
contact
January 2020
April 2020
RFP Issued
January 2021
POC complete
Vendor
selection
February 2021
March 2021
Project Kickoff
June 2021
Go live on all 4 sites
Internal Hand off March
1st. MVP
(cb2.ca)launched on May
5th. Other three sites
(C&B, C&B CA, CB2) went
live June 2nd.
September 2020
POC Kickoff
August 2020
Professional
Services engaged
6

SPEEDY INTEGRATION
● Deep dive into data and signals
● Discovery workshop
● Integration meetings
● QA plan
● Daily check ins ten (10) days prior to launch
● Biweekly steering committee meetings
• milestone achievements
• project phases
• what to expect next
● Launch: All hands on deck to make sure launch went smoothly
7
“Be quick, but
don’t hurry.”
–John Wooden

Improved Relevancy
*Bouclé - looped yarn and the resulting fabric
woven from this yarn.
Example: Bouclé*
Before: Velvet at top of list
After: Looped yarn materials at top of search

Improved Relevancy
Example: Pampas*
Before: Vase included in search results
After: Only feathery plumes returned
*Pampas - creamy white feathery plumes

11
What’s New and What’s Coming
• Search (soon browse)
• Type ahead
– Product suggestions
– Popular keyword suggestions
– Category suggestions
• Signals – boost
• Query recommendations
• Experimentation
• Create new fields to handle special
characters in facets better
• Omnichannel shopping
What’s new What’s next

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How Crate & Barrel Connects Shoppers with Relevant Products

1. How Crate & Barrel Connects Shoppers with Relevant Products Aaron Veit, Director, Digital Product Management, Crate & Barrel Peter Curran, General Manager, Digital Commerce, Lucidworks

2. Agenda • Who is Crate & Barrel • Why Crate & Barrel partnered with Lucidworks • Implementation • Outcomes • What’s next 2

3. ● Founded 1962 in Chicago ● International destination for furniture, housewares, and decor ● Innovative "vignette" style ● Help people “Welcome Life In” 7,50 0 C&B and CB2 EMPLOYEES WORLDWIDE 4 ECOMMERCE SITES 10 0STORES

4. 4

5. 5 Why Crate & Barrel Partnered with Lucidworks • Search solution had limited machine learning • No personalization • No merchandising tools • Modern technology stack • Personalization and recommendations with ML • Merchandising solution Before After Consequences Outcomes • Losing customers to competition • Missed opportunities and revenue loss • Productivity loss for merchandisers • Higher conversions, ATC, AOV • Increased revenue • Higher customer engagement and satisfaction

6. SPEEDY INTEGRATION Initial contact January 2020 April 2020 RFP Issued January 2021 POC complete Vendor selection February 2021 March 2021 Project Kickoff June 2021 Go live on all 4 sites Internal Hand off March 1st. MVP (cb2.ca)launched on May 5th. Other three sites (C&B, C&B CA, CB2) went live June 2nd. September 2020 POC Kickoff August 2020 Professional Services engaged 6

7. SPEEDY INTEGRATION ● Deep dive into data and signals ● Discovery workshop ● Integration meetings ● QA plan ● Daily check ins ten (10) days prior to launch ● Biweekly steering committee meetings • milestone achievements • project phases • what to expect next ● Launch: All hands on deck to make sure launch went smoothly 7 “Be quick, but don’t hurry.” –John Wooden

8. 8

9. Improved Relevancy *Bouclé - looped yarn and the resulting fabric woven from this yarn. Example: Bouclé* Before: Velvet at top of list After: Looped yarn materials at top of search

10. Improved Relevancy Example: Pampas* Before: Vase included in search results After: Only feathery plumes returned *Pampas - creamy white feathery plumes

11. 11 What’s New and What’s Coming • Search (soon browse) • Type ahead – Product suggestions – Popular keyword suggestions – Category suggestions • Signals – boost • Query recommendations • Experimentation • Create new fields to handle special characters in facets better • Omnichannel shopping What’s new What’s next

12. THANK YOU THANK YOU 12

How Crate & Barrel Connects Shoppers with Relevant Products

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