CASE STUDY
While every retailer scrambled to adjust quickly enough to stay in business during the first wave of the COVID-19 pandemic , luxury brands were even more challenged because our customer relationships depend upon exceptionally high-touch personal interactions and premier purchasing experiences . Both are difficult to deliver online , or via a mobile app , with a virtual shopping cart .
In our case , we were monumentally fortunate that our strategic Digital Transformation , which is still ongoing , began just prior to pandemic . This gave us tools and technologies that we credit with seeing us through .
From the outset , our vision centered around our capability to provide a highly personalized haute fashion retail experience from a store ’ s threshold through the sale . It included leveraging mobile devices , an employee app and location-aware infrastructure that would detect a customer as they entered one of our six flagship stores and send detailed information about that individual directly to their dedicated sales associate .
The information provided to the associate would include guest amenity preferences ( lighting , music , refreshments ) as a starting point . The data would continue to flow into the app as our infrastructure detected guest movements and dwell locations , allowing associates to continue personalizing the experience by making locationrelated suggestions on-the-fly .
Further , our transformation would also modernize our administrative , facilities and IT operations by adopting solutions for automating tasks that would make us all more productive .
To realize our vision , we determined a wired and wireless network refresh was critical . Working with
OUR CUSTOMER
RELATIONSHIPS DEPEND UPON EXCEPTIONALLY HIGH-TOUCH PERSONAL INTERACTIONS AND PREMIER PURCHASING EXPERIENCES .
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