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Macy’s Cx Program – M.O.M. Strategy

  • April 10, 2023
  • Posted by: Gopal Krishna
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Macy’s M.O.M. strategy is created back in 2008 to redefine customers’ shopping experience for growth and success. Macy’s continues to invest in technology, omnichannel infrastructure and fulfillment capability for M.O.M’s initiative.

By the way M.O.M. stands for My Macy’s localization, Omnichannel integration and MAGIC Selling customer engagement.

And let me expand one more acronym for you; MAGIC – Meet and make a connection, Ask questions and listen, Give options, give advice, Inspire to buy and Celebrate the purchase.

Now that we know acronyms and expansions, let’s briefly understand the process behind M.O.M.

My Macy’s Location attempts to localize the merchandising and shopping experience for each of the retailer’s across the US. Each district is assigned a team of merchants/planners whose job is to learn what customers in their regions are looking for, what items they might need in the future and the sizes they’ll be asking for and stock them sufficiently to meet the demand.

Omnichannel Integration essentially gives customers access to Macy’s inventory through several channels like online, mobile and store. For example, a customer who can’t find a shoe type/size in the store visiting, can get an employee to search Macy’s online inventory and ship the item to her house (for free or paid depending on the value). If it’s not online, the system could search 500 of its larger stores that act as mini-shipping fulfillment centers to get the product to the customer.

MAGIC Selling is about training employees to engage customers and give customers what they’re looking for. Welcome feedback from customers visiting store and implementing some of the suggestions to improve selling at the store



You can expect to receive your opportunities – Buyers interested in engaging and buying from your business.

A Dashboard view helps you monitor the progress across the channels/modules you opted. Further, you can use “Refine Criteria” capability to sharpen your ICPs/Buyers focus to enhance the results.

Your CSM will work with our Campaign Team to handle the account setup and provide comprehensive DATA containing key decision-makers, along with custom messaging based on your unique offering and best practices from thousands of experiments.

Our Campaign Team will implement strategy, analyze performance, and provide data-driven experiment recommendations (A/B Testing, Analytics) ensuring optimum results for you.

When you sign-up, you will be guided through the on-boarding process to help us understand your Ideal Customer Profile (ICP) and Buyers across roles, industries, company size and locations. We include Sales/Account Intelligence to gain deeper insights to prioritize outreach.

You will be assigned a dedicated Customer Success Manager (CSM) for a detailed walk-thru of the on-boarding process, deep-dive into platform and strategies to optimize results.

On-boarding to Activation – 1 week or less.