Specialty Outdoor Retailer Puts a Spotlight on Customer Experience

CHICAGO–()–ENGAGE.cx, the first B2C CRM that puts customers and the in-journey experience at the center of all business processes, is pleased to announce it will be working with Rock/Creek, an independent specialty outdoor retailer with 20 years of brick-and-mortar and online experience based in Chattanooga, TN. Rock/Creek chose ENGAGE.cx for complete visibility across every touchpoint, encompassing live data at the most crucial moment of engagement.

“As an outdoor specialty retailer, understanding our customers’ satisfaction across every touchpoint is paramount,” says Mark McKnight of Rock/Creek. “How we are doing in the eyes of customers, paired with adventure and wish list data from enthusiast communities like RootsRated, will create an unparalleled experience for our customers.”

RootsRated is an enthusiast community that curates adventure and local outdoor experience information in cities all over the country. Users build wishlists of experiences to conquer, as well as to track and rate adventures they have completed. Through the use of ENGAGE.cx Rock/Creek is able to consume enthusiast interest from RootsRated and use it to deliver superior experiences to their customers both online and in the store.

Describing ENGAGE.cx as a major disruption in the retail world, Al Urbanksi of Direct Market News says, “Ultimately, ENGAGE.cx is the byproduct of a marketplace full of demanding, educated, smartphone-toting consumers.” ENGAGE.cx’s Relationship Cloud™ is the first CRM platform to fully bridge the physical and digital worlds, creating one seamless experience for customers. Instead of relying on traditional journey mapping, this cloud-based system actually tracks the customer’s complete lifecycle with a business.

“In today’s retail environment, customers are in complete control of the purchasing process. We are thrilled to work with Rock/Creek, in conjunction with RootsRated, in order to provide their customers with the best possible experience at precisely the right moment during their journey,” said ENGAGE.cx CEO David Trice. Rock/Creek’s partnership with RootsRated, a media platform that connects users with the best outdoor experiences, will ensure that when RootsRated users walk into a Rock/Creek store, they are offered completely personalized service based on their interests and itineraries.

To learn more about how customer-driven CRM can elevate businesses, watch our recent webinar with Constellation Research.

About ENGAGE.cx:

ENGAGE.cx is the experience-driven enterprise platform that re-invents customer relationship management (CRM) through The Relationship Cloud™. The Atlanta-based company specializes in providing CRM for the retail, hospitality and healthcare services sectors. ENGAGE.cx breaks down the walls between company silos that, until now, prevented a consistent customer experience, and it succeeds in placing customer experience at the center of all interactions for enterprise brands, regardless of modality, media, or global geography.

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