Brand presence improvement for a global french luxury retailer
Client: A Global French Luxury Retailer
Situation: Brand was losing its presence in global ranking as compared to key competitors which was affecting sales.
Methodology & Solution
- Understood core reasons for customer dissatisfaction from VVIP customers through qualitative study and interviews.
- Conducted mystery shopping among key competitors to gauge purchase / service experience.
- Leverage experience in retail and digital transformation to design a customer journey that leveraged a customer master database, CRM and facial recognition to provide global identity to customers.
- Significant improvement in customer experience within stores
- Improvement in brand index vis-à-vis competitors
- The retailer was now ‘future-proof’ and ‘at par’ with other organizations trying to stay relevant and innovative with keeping customers at the center of its solutions.
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