We analyzed Patagonia’s business to determine how the brand was engaging with their customers and community, what the customer experience was at each touchpoint, how the brand’s mission was being messaged, and how marketing technology was and wasn’t being leveraged.

After the analysis was complete, we encouraged Patagonia to Think Bigger.

The recommendation was an omni-channel consumer experience strategy that introduced highly impactful athlete engagement, community activism, customer service, marketing automation, and relationship marketing concepts. We provided the 3-year technology upgrade / acquisition roadmap required to support the vision and strategies; what we deemed “A Platform for Change”.

The customer, athlete, and community engagement experiences Patagonia delivers online and instore today are a direct result of C[IQ]’s recommendations.

• Navigation incorporating product, activism, sport, stories and community that provides easy exploration.

• The site gives visitors the opportunity to immerse themselves in Patagonia’s mission through brand ambassador stories. And, the platform offers the opportunity to explore ways to support local causes near and dear to a visitor’s passions, whether it be participating in an event or donating professional services to the NGO in the form of coding a web page.

• If the site visitor only wants to shop, their experience is streamlined and easier than before.

• In-store experiences are now omni-channel and they engage across product and the brand’s mission.

Building a holistic customer experience that supports a Brand’s sustainability mission can deliver an impactful customer experience that drives revenue while engaging the consumer to explore, learn and engage. It’s important to Think Bigger.