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CABELA’S
CASE STUDY

“The on-site messages do a great job of getting our customers’ attention and enhancing the experience at our stores. And with on-hold messaging, we’re able to prevent hang-ups and direct call traffic to the right departments. If you want voice messaging that truly drives results and has great service to back it up, go with Mood. You won’t be disappointed.”

– Michelle Coalson
Retail Marketing Planner II, Cabela’s
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ABOUT CABELA’S

Being the world’s largest retailer of outdoor gear and accessories, Cabela’s is dedicated to creating an immersive and adventurous in-store experience. Known for its impressive wildlife displays and scenic mountain-themed setups, every visit to Cabela’s is crafted to be both educational and exhilarating. To elevate this experience further, Cabela’s partners with Mood to provide expert on-hold and on-site messaging, ensuring that every customer interaction is engaging and memorable.

THE SUPPORT

Cabela’s voice messaging solutions are expertly managed by a dedicated Voice Consultant who specializes in understanding the client’s unique customer experience goals and account needs. This consultant ensures a high level of service consistency and reliability, acting as the liaison between Cabela’s and Mood’s team of professional copywriters and voice talents. Responsibilities include coordinating message schedules, processing new production orders, and providing timely reminders for message updates, ensuring that Cabela’s messaging remains current and effective.

THE SOLUTION

Cabela’s utilizes a blend of promotional and informative content for both on-hold and on-site messaging, crafted to enhance the customer experience and support seasonal sales initiatives. Key highlights include special sales events for holidays like July 4th, Father’s Day, and Christmas, as well as promotions for free in-house classes, product demonstrations, and other engaging activities.

Through Mood’s Messaging service, Cabela’s has the ability to craft and approve scripts, request modifications, submit production orders, and review past productions, all with expert assistance from Mood specialists. This comprehensive approach ensures that messaging remains relevant and impactful, effectively complementing Cabela’s seasonal campaigns and enhancing the overall customer experience.

THE RESULTS

Cabela’s is delighted with the impact of their messaging solution, which has significantly enhanced the customer experience for both in-store shoppers and callers. The tailored content not only boosts sales on special items and raises awareness for in-store events but also adds a rustic and knowledgeable voice to their brand. The on-hold messaging mirrors the effectiveness of on-site content, reducing call hang-ups and streamlining call traffic.

Moreover, Cabela’s point-of-contact values the high level of service provided by Mood Media and appreciates the reassurance brought by their dedicated Voice Consultant. The comprehensive solution has proven instrumental in maintaining consistent, engaging communication that supports Cabela’s customer experience goals.

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