Due to the significance of online/mobile channels and millennials, luxury brands and retailers adopted digitalization into overall customer experience while combining human touch by providing staff supporting tools.
The client wanted to build an Omni-channel service to enhance customer experience with the launch of the first flagship store in Korea.
APPROACH
Analyzed the luxury market, customer trends and the status of competitors’ Omni-channel services
Found and evaluated issues in each service process and back-end infra through sales, customer service and office staff Interviews.
Derived the key service areas and ideated Omni-channel services to solve the issue in the areas, evaluated and selected.
Evaluated priorities based on the importance and established an implementation plan considering synergy with Region and Global Project
RESULTS
Defined customer experience journey and implications from trend and customer analysis.
Developed ideas from key service areas and defined Omni-channel service tasks.
Established the prioritized services aiming at the opening date of flagship store and implementation options.
