MySelf Lingerie uses Vend and Marsello to win customer's hearts and grow their business.

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Multi Store Icon Multi-store

Location US United States
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MySelf Lingerie is a New York-based retailer that sells high quality lingerie.

Rachel Rosenthal and her husband opened Myself Lingerie in Brooklyn, New York in 2012 to create a warm and relaxed atmosphere where women could be be professionally fitted and purchase high quality lingerie. They opened a second location in Lakewood, New Jersey to cater to the demand from customers who had moved out of the city and would travel over an hour to visit the Brooklyn store.

myselflingerie.com

At a Glance

Achieved an ROI of 70x, driving over $50,000 in revenue

With Vend and Marsello MySelf Lingerie has been able to:

  • Increase repeat purchase rate, purchase frequency and average customer value.
  • Earned more than two million dollars in revenue from repeat customers.
  • Save hours a week on admin.
  • Streamline the opening of their second store.

The Challenge

MySelf Lingerie had great success in a short period of time and was ready to grow their business. Being stuck in a long term contract with an unreliable POS and the challenges of managing inventory and reordering stock, was holding them back from opening their second location.

Three years into their operations, the MySelf team was struggling with a point of sale that was difficult to use, time intensive, inconsistent counting inventory and even crashed during their busiest sale. “Starting out we were sold an all in one hardware and software point of sale that seemed great for our budget but came with a longterm contract,” said owner Rachel. “Within a few years there were so many frustrations, I didn’t want to carry them into a second store. Inventory and reordering were massive headaches, but we struggled with the hit we’d take on the contract penalty."

“Starting out we were sold an all in one hardware and software point of sale that seemed great for our budget but within a few years there were so many frustrations”
Rachel Rosenthal, Co-owner

The Solution

MySelf Lingerie needed to find a solution that would support the next stages of their growth with ease of adding locations and managing inventory, as well as integrate and work seamlessly with their ecommerce expansion plans.

For six months the husband and wife team researched their options for point of sale. “It was like night and day when I found Vend, I realized how much time I was spending on manual work, on reconciliation - don’t even get me started on variants!” said Rachel. “When we started talking about adding ecommerce and firming up plans for the second location, we finally made the call. It was so easy to add the second store in Vend, it was a no brainer. Even though it was expensive to break the contract, I haven’t looked back or regretted it once.”

“It’s amazing to have the loyalty program and win-back flows running automatically. With these programs running in the background, we save a ton of resources and can focus on our customers.”
Rachel Rosenthal, Co-owner

Myself Lingerie brings their solution together with the best in retail

The Results

Vend and Marsello has increased customer engagement as well as helped motivate employees. The flexibility of being able to work remotely and view business insights as well as customer feedback has made it easier to stay in touch with their customers and the staff at both locations.

“Vend has been amazing for our business. Processes that used to take days are now done in minutes, our staff love how simple it is to use. and the Vend team is amazing, super responsive and helpful” said Rachel. “Beyond saving us time and money, I would say the greatest value is in the tools and add-ons Vend offers. The integrated ecommerce is really helpful, and we love how Vend and Marsello work together. MySelf Lingerie runs their loyalty, automated email targeting and customer feedback programs through Vend and Marsello. The tool runs their loyalty program, an automated win-back program and can also send email marketing campaigns for sales, promotions and product launches. “Customers love redeeming the coupons – it’s mostly only a few dollars off a purchase, but they feel like they’ve won the Brooklyn Bridge,” says Rachel. “Since I’m not in the stores as much, I love checking our feedback and reading about the amazing service someone got, what a life changing experience our team offered – I find it incredible motivating for myself, and I love sharing it with our staff.” Since launching the tool, Myself Lingerie has seen a staggering ROI of 70x on the tool costs, driving over $50,000 in revenue and increasing repeat purchase frequency and customer lifetime value. Overall, MySelf has seen more than two million dollars in revenue from repeat customers - an incredible example of the impact of investing in loyalty programs.

“I wish we had started with Vend, it would’ve saved us thousands. More than two years in, I’m still loving Vend - I feel spoiled with how often new features are released, constantly helping us improve how we run our business.”
Rachel Rosenthal, Co-owner

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