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How URBN Leverages Concierge’s Clienteling to Drive Sales

urbn associate and customer in store


URBN is a portfolio of global consumer brands, comprised of Urban Outfitters, BHLDN, Anthropologie, Free People, and more. The brand sells across retail categories that include apparel, beauty, home, and lifestyle.

The company values creating unique retail experiences and has a singular focus on pleasing its customer. URBN’s focus is on breaking down the walls between eCommerce and in-store to provide a superior customer experience anywhere along the customer journey.

Increase in units sold
Increase in average order value
associate in store using mobile point of sale to help customer


URBN sought to bridge the gap between online selling and the in-store experience. Mad Mobile collaborated with Urban Inc. to allow sales associates to set virtual appointments, drive sales lift without spending large advertising dollars, and share buy links where customers can make purchases.

Results with Concierge’s Clienteling solution

Result 1

Enhanced customer connections and conversion rate

Concierge’s Clienteling features quickly drove a sales lift on the number of items sold, increased customer conversion rates on emails, and increased overall average over value (AOV).

Organically, one of the URBN brands sent more than 11,000 product shares through buy links, communicated with more than 27,000 customers through email and text, and converted 65% of those customer touchpoints. This was with no outside advertising spend.

customer viewing online buy link product share

Result 2

Increase in AOV and units sold

With the orders placed via appointments, buy links, or email, the brand had an average increase in order value of 33% and 50% boost in units sold as a result of clienteling.

See the full story

Concierge is a really great way to genuinely connect with your customers and drive incremental sales.

Maddie BenderSenior Manager, Brand Styling, Anthropologie

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