Challenge

JAKALA advised a luxury accessories brand in the re-design of an holistic Customer Experience model based on advanced customer analytics and cross-industry best practices. As a result JAKALA supported the top management in outlining key transformational projects (processes, organization, technology) to deploy the new model.

Challenge

Activities

Evolving the customer strategy to manage flawlessly interactions, to create engagement and experimentation and to truly establish personalized relationships

Analysing impacts of the new strategy on the existing business model and support the company in the execution

Empowering the analytical skill set to provide the company with an advanced outlook on consumer behaviours

Results

Outstanding growth of customer information availability

Through key performance indicators and retail change management processes, catchment rate was more than quadrupled in one year

Higher performance control

Providing the brand top management with tools and KPIs on customer base evolution and retail KPI

Higher alignment of regional headquarters

Increased control and homogeneity of information among the different local stakeholder

Enriched strategic view of customers leveraged also at merchandising level

Consumer behavioural segmentation helped the company in understanding how far the new creative direction was reaching the target