a fashion/luxury approach to deep customer engagement

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A FASHION/LUXURY APPROACH TO DEEP CUSTOMER ENGAGEMENT

Laura Gioia, Digital Strategist

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This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

HOW YOUR CUSTOMERS SEE THEMSELVES

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This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

WHAT YOUR CUSTOMERS EXPECT FROM YOU

High levels of personalization/customization

To feel part of your brand

Omni-channel approach

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This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

HOW DO YOU SEE YOUR CUSTOMERS?

identify your customers’ journey?

build an engaging conversation for each segment through the right channel?

personalize your messages accordingly and improve your customers’ experience toward purchase?

Are you able to

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This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

CAN YOU IDENTIFY YOUR CUSTOMERS’ JOURNEY?

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This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

PERSONALIZED WELCOME PACK

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This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

PERSONALIZED CONTACT PLAN

PERSONALIZED WELCOME PACK

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

PERSONALIZED CONTACT PLAN

PERSONALIZED WELCOME PACK

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

PERSONALIZED CONTACT PLAN

PERSONALIZED WELCOME PACK

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

PERSONALIZED CONTACT PLAN

PERSONALIZED WELCOME PACK

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

LOCALIZED CONTACT PLAN

PERSONALIZED WELCOME PACK

PERSONALIZED CONTACT PLAN

Share your photo in weibo

UK UAE

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

LOCALIZED CONTACT PLAN

PERSONALIZED WELCOME PACK

PERSONALIZED CONTACT PLAN

Share your photo in weibo

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

LOCALIZED CONTACT PLAN

PERSONALIZED WELCOME PACK

PERSONALIZED CONTACT PLAN

Share your photo in weibo

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

PROFILE BASED PERSONALIZATION TO ENGAGE

LOCALIZED CONTACT PLAN

PERSONALIZED WELCOME PACK

PERSONALIZED CONTACT PLAN

Share your photo in weibo

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

BEHAVIOUR BASED PERSONALIZATION TO CONVERTTARGET BY PURCHASE CHANNEL

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This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

BEHAVIOUR BASED PERSONALIZATION TO CONVERT

TARGET HIGH SPENDERS / VIP / CUSTOMERS

TARGET BY PURCHASE CHANNEL

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

BEHAVIOUR BASED PERSONALIZATION TO CONVERT

«A SPECIAL ARRIVAL IN TIMES SQUARE»FROM: GUCCI TIMES SQUARE

«A SPECIAL ARRIVAL AT THE GUCCI CHICAGO FLAGSHIP»FROM: GUCCI CHICAGO FLAGSHIP

TARGET BY PREFERRED BOUTIQUE

TARGET HIGH SPENDERS

TARGET BY PURCHASE CHANNEL

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

BEHAVIOUR BASED PERSONALIZATION TO CONVERT

PRODUCT PUSH BASED ON PREVIOUS PURCHASE

TARGET BY PREFERRED BOUTIQUE

TARGET HIGH SPENDERS

TARGET BY PURCHASE CHANNEL

un evento organizzato da #SEND15

This document is the intellectual property of ContactLab and was created for demonstration purposes only. It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.

 KEY TAKE AWAYS

Use socio-demo and behavioural data to identify segments in your audience

Tailor accordingly your actions:Build messages using the information gathered during sign up

Follow up on their actions and be wherever they are on their journey

Beyond translation: localize imagescontentproduct selectionsocial

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GRAZIE