Digitize consumer experience and build digital strategy

Client: UK-based major luxury retail brand with presence across 35+countries

Bullets;

  • 10 Countries
  • 15 Geographic locations 
  • 300+ Customer surveys 
  • 30+ Stakeholder interviews

OPPORTUNITY: The client wanted to digitize its consumer experience and build a digital strategy to compete with its peers, who had established a dominant brand presence in the online space.

SOLUTION:

SG Analytics research and consulting team designed a unique omni-channel strategy by implementing the following solution:

  • The SG Analytics team evaluated the existing customer journey and interaction points with the brand across different sales and customer service channels
  • The team also surveyed customer groups across different locations to identify their pain points, along with current usage of smartphone and internet
  • The SG Analytics team then identified key customer segments that were most inclined towards the digital mode of communication and interaction
  • Based on the analysis and customer survey, the team identified key processes where customer experience could be digitized using mobile-enabled apps
  • To analyze customer experience, competitor strategy, market trends, and digital adoption, the team conducted exhaustive research. This helped the brand adapt its business strategy to include an omni-channel experience.
  • The SG Analytics team created a digital strategy which provided a platform i) for the launch of a new product through multiple channels and ii) maintain effective communication with customers

Flow Chart:

  1. Assess customer experience and touchpoints
  2. Analyze and benchmark how other luxury brands use digitization to enhance customer experience
  3. Identify challenges in adopting an omni-channel approach
  4. Create a digital strategy to enhance customer experience across channels

VALUE DELIVERED: 

SG Analytics helped us to create a coherent digital customer strategy and platform todeliver unique experience to our customers – Director, Marketing
  • Expanded brand reach through increased access to consumers in the UK
  • Helped track buying trends through an omni-channel approach
  • Increased revenues along with consistent customer experience across different channels
  • Higher customer loyalty and business performance through customer interaction via digital channels
10+
Countries.
15
Geographic locations.
300+
Customer surveys.
30+
Stakeholder interviews.

VALUE DELIVERED

►
1
Expanded brand reach through increased access to consumers in the UK.
►
2
Helped track buying trends through an omni-channel approach.
►
3
Increased revenues along with consistent customer experience across different channels.
►
4
Higher customer loyalty and business performance through customer interaction via digital channels.