martechseries

Case Study: Increasing revenue and improving the relevance of recommended products with Recommendations AI




Google Cloud results

  • Increases average transaction value (ATV) for recommended products
  • Extends product recommendations to all products on the website
  • Increases conversion rate for products recommended on the homepage
  • Improved alignment of the in-store and online experiences

For electronics retailer JB Hi-Fi, a personalized, expert, but relaxed in-store experience is the key to success. Founded in 1974 by John Barbuto (JB), JB HiFi started as a single store in Melbourne, Australia, and aimed to deliver specialist hi-fi equipment and recorded music at low prices. This strategy proved highly successful—by 2021, JB Hi-Fi had grown to more than 200 stores, established a presence in New Zealand, and operated one of the most visited retail websites in Australia.

“When customers visit our stores, our knowledgeable, experienced staff can offer personalized solutions not just for customers’ immediate needs, but also suggest related products that allow those customers to get the most from their purchases,” explains Gary Siewert, Marketing Director at JB Hi-Fi “We wanted our online customers to have a similar experience by giving them personalized, relevant, and timely product recommendations.”

JB Hi-Fi’s buying team had manually recommended products to visitors—a time-consuming process that meant recommendations of three or four associated products accompanied a small portion of the 50,000+ products available on the business’s website.

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