A leading membership warehouse retailer operating one of North America’s largest membership club chains — with an in-club Optical Center in each location. Optical is a high-touch, appointment-and-walk-in service: members arrive for eye exams, fittings, eyewear pickup, and repairs. Because the optical center sits inside a full warehouse club, a member waiting for service is steps away from a floor full of merchandise.
Retail
How a Warehouse Club Gave Members Back 9,000+ Hours a Quarter by Turning Optical Waits Into Shopping
A leading membership warehouse retailer rolled Frontlion's in-person service platform out across the optical centers in its clubs nationwide, letting members check in by phone and shop the floor while they wait. In a recent quarter the platform engaged more than 90,000 members, converted 9,161 hours of waiting into shopping time, and held abandonment to 1.4%.
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+9K
Member wait hours converted to shopping
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77%
Positive service outcomes
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599
Members recovered after abandoning
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19%
Lift in member shopping time and basket value
What Leaders Say
Who They Are
Customer Snapshot
Members/Month
~30,000/month
Abandonment Rate
1.4%
Pilot Results
19% shopping-time & basket lift
Recommendations Served
278,442 per quarter
The Problem
The Challenge
In many clubs, members entered their information by hand or stood in a physical line with no view of how long they would wait. One optician described the peak-hour reality as being ready to hand people sticky notes with their place in line. That opaque line cost the retailer twice — it made a high-touch service feel disorganized, and it tied members to a spot on the floor when they could have been shopping the club.
- Members standing in a physical line — unable to browse the club floor while they waited
- No standardized check-in experience across clubs — varied location by location
- No automated recovery of members who left before being served
- No instrumented view of service outcomes, abandonment, or basket impact club-by-club
The Decision
Why Frontlion?
The retailer validated the platform in a controlled pilot before committing nationally, seeking a partner that could stand up a consistent optical experience in every club and measure the results. Three factors drove the decision: a single configurable experience deployable everywhere, in-wait service-specific recommendations, and full instrumentation to measure basket value, abandonment, recovery, and outcomes.
Shop While You Wait
Members check in by QR code, then shop the floor — returning when it's nearly their turn, often with full carts.
In-Wait Recommendations
278,442 service-specific, branded recommendations served per quarter while members wait on the club floor.
Automated Recovery
When a member leaves before being served, the platform drives automated follow-up to re-engage them — 599 recovered in a recent quarter.
Full Instrumentation
Every visit, outcome, abandonment, and basket impact captured club-by-club — leadership has a measured view across the network.
How It Works
The Solution
Frontlion deployed its in-person service platform across the retailer’s optical centers — giving every club the same modern member experience and giving the program team one instrumented operating model.
Deployment
How the Rollout Worked
1
11-Club Pilot (10 Weeks)
2
Proof Validated
3
National Rollout
Impact
Operational Challenges Solved & Results
In a recent quarter the platform engaged more than 90,000 members, converted 9,161 hours of waiting into shopping time, delivered 77% positive service outcomes at 1.4% abandonment, recovered 599 members who had abandoned, and served 278,442 in-wait recommendations. The pilot that led to the national rollout lifted member shopping time and basket value 19%.
9,161 hrs/quarter
Wait Hours Converted to Shopping
9,161 hours of dead waiting time converted to active shopping on the club floor in a recent quarter.
77%
Positive Service Outcomes
77% of service interactions ended in a positive outcome — 70% of sales-related visits completed a sale.
1.4%
Abandonment Rate
Abandonment held to just 1.4% — the lowest in the optical category.
599
Members Recovered
599 members who left before being served were re-engaged through automated follow-up.
19%
Pilot Basket Lift
Pilot lifted member shopping time and basket value 19% — $30.67 average basket increase — proving the model before national rollout.