Digitize consumer experience and build digital strategy

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

Client

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

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:
  • 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.
  • Our business consultants 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, we conducted exhaustive research. This helped the brand adapt its business strategy to include an omni-channel experience.
  • The team created a digital strategy which provided a platform for the launch of a new product through multiple channels and to maintain effective communication with customers.

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.
 

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