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