Enhancing Customer Experience in eCommerce: A Case Study of Munk Store

Munk Store is a Denmark-based eCommerce business that sells shoes and clothing from top brands as well as local Danish brands. They started as a brick-and-mortar store and expanded to a second location before adding an online store. The company's philosophy is centered around customer experience, aiming to make it so personal that the customer feels like they are buying in a physical store. With only 17 employees, Munk Store has to be crafty in how they scale, using tools like app automator Zapier to help bridge the gap between the in-person and online experiences.

Munk Store, a Denmark-based eCommerce business selling shoes and clothing from top brands and local Danish brands, faced a significant challenge in replicating the personal touch of their brick-and-mortar stores in their online platform. They were caught between the impersonal efficiency of mega-brands like Amazon and the personal connection offered by physical stores. The challenge was to ensure their online store ran as smoothly as Amazon's, with streamlined checkout and easy-to-find products, while also connecting with their customers in a personal way. They wanted to give their customers a reason to return and shop with them, by making the online shopping experience as personal as buying in a physical store.

To translate the in-store experience to the internet, Munk Store implemented Bonjoro into their eCommerce flow. Bonjoro allowed them to send personal videos to customers after they made a purchase. These videos, produced by eCommerce manager Andreas Lodahl, thanked customers for their recent purchase, offered them an exclusive discount code, and created a connection that would otherwise be reserved for in-store customers. To manage this process, new orders were added to a Google Sheets spreadsheet, which then triggered Zapier to create an item in Bonjoro with the customer's name and what they purchased. This item creation triggered a notification to Andreas, who then made the videos and sent them off, giving the Munk Store faithful an in-person experience, online.

• The implementation of Bonjoro into Munk Store's eCommerce flow has had a significant impact on their operations. It has allowed them to make a real connection with their customers, something that has been particularly impactful as they are one of the few using Bonjoro in Denmark and in their segment. The feedback from customers has been overwhelmingly positive, indicating that this personal touch is a successful strategy for enhancing the customer experience. The use of Bonjoro has become 'their thing', and they plan to continue testing, improving, and figuring out new ways to use it to connect with their customers.

• Position on Trustpilot, a review aggregate site, reached number one in the men's fashion category.

• Email open rates increased by over 25%.

• Click rates nearly doubled.