From Post-Purchase Leader to Future of Commerce Visionary

Narvar is an intelligent customer experience platform that helps retail companies better serve their customers with a focus on returns. Working with more than 650 retailers globally, including Sephora, Patagonia, Levi’s, Bose, Warby Parker, Home Depot, LVMH, and L’Oréal, Narvar ensures every consumer-retailer touchpoint is engaging and enables emotional connections—from pre- and post-purchase to in-store experiences and beyond.

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CHALLENGE

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A leader in customer experience, Narvar believes that one-time customers can turn into brand advocates when the purchase journey inspires loyalty at every step. When Mission North began working with Narvar in September 2015, we set out to cement the company’s leadership in the emerging category of post-purchase experience. We needed to educate the market about the post-purchase opportunity while establishing Narvar as a unique voice in the conversation.

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STRATEGY

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Mission North leveraged the expertise of Narvar CEO and Founder Amit Sharma—an industry veteran who led teams at Apple and Walmart—to position Narvar as a thought leader in the post-purchase category and an expert in the retail space. Through bylined articles and feature stories in Harvard Business Review, Women’s Wear Daily, The San Francisco Business Times and many others, Amit weighed in on the state of retail while explaining why retailers should care about the “new moment of truth” after shoppers make an online purchase.To insert Narvar into broader industry conversations, we offered Narvar executives as resources to the top reporters covering retail, supply chain and logistics, in addition to breaking news. For example, Amit’s commentary on topics such as Amazon’s acquisition of Whole Foods and retailers’ returns strategies earned coverage in publications including The Wall Street Journal, The Associated Press, CNBC, Quartz and USA Today.In parallel, Mission North and Narvar collaborated on data campaigns to educate retailers and media about consumer attitudes toward e-commerce experiences such as returns, package tracking and delivery notifications. The combination of newsworthy research and Narvar’s expert advice has garnered 150 pieces of coverage to date, including CBS Broadcast, Bloomberg, MarketWatch and STORES.As Narvar’s business grew beyond the post-purchase category, Mission North evolved our storytelling approach. While continuing to focus on executive thought leadership and data, we designed opportunities for Amit to comment on macro-level customer experience trends such as the future of stores (Axios and Fast Company), the importance of loyalty and emotional connection (Harvard Business Review), and the need for retailers to meet shoppers wherever they are (Ad Age).These efforts positioned Narvar for further product expansion, most recently with Concierge, a set of solutions announced with partner Walgreens. Coverage of Concierge, including The Wall Street Journal and Adweek, highlight Narvar as a platform for improving the overall customer experience by offering consumers more convenience and choice.

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IMPACT

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Strategic storytelling and content have elevated Narvar’s profile from niche category leader to an industry player. In the past year, Narvar earned spots on Fast Company’s Most Innovative list and the Web Summit stage while growing its client roster to more than 600 of the world’s leading brands. Importantly, Narvar is regularly cited as a source for consumer loyalty and returns data, and continues to earn leads as a result. Since engaging with Mission North four years ago, Narvar has grown from 40 employees to more than 300, raised $64M in funding, acquired two companies and expanded to several new offices around the world.