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Paul Rogers and James Gurd, Paul Rogers, and James Gurd에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Paul Rogers and James Gurd, Paul Rogers, and James Gurd 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
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EP260: Smythson's Digital Director On What CX and Personalisation Mean To A Heritage Luxury Brand

41:10
 
공유
 

Manage episode 445291810 series 2581854
Paul Rogers and James Gurd, Paul Rogers, and James Gurd에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Paul Rogers and James Gurd, Paul Rogers, and James Gurd 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

FOLLOW US:

LinkedIn: https://www.linkedin.com/company/inside-commerce/

ABOUT THIS EPISODE:

In this episode of the Inside Commerce podcast, James Gurd interviews Seb Villien, the Digital Director at Smythson, discussing the nuances of customer experience and personalisation in the context of luxury brands.

They explore the differences between high street fashion and luxury retail, the importance of user experience, and how Smythson enhances customer service to drive revenue.

Seb shares insights on the role of AI, the significance of empowering customer service teams, and the strategies for measuring success and fostering customer loyalty. The conversation also touches on the challenges of internationalisation and localisation in delivering a consistent brand experience across different markets.

Key takeaways:

  • Customer experience is crucial for luxury brands.
  • Smythson focuses on storytelling in their collections.
  • Post-purchase experience is key to customer satisfaction.
  • AI is used to support, not replace, human interaction.
  • Customer service can drive revenue and loyalty.
  • Empowering teams leads to better customer experiences.
  • Personalisation is essential in luxury retail.
  • A thorough recruitment process is vital for customer service roles.
  • Internationalisation requires balancing global brand consistency with local adaptation.
  • Technology should be maximised before seeking new solutions.
  continue reading

273 에피소드

Artwork
icon공유
 
Manage episode 445291810 series 2581854
Paul Rogers and James Gurd, Paul Rogers, and James Gurd에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Paul Rogers and James Gurd, Paul Rogers, and James Gurd 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

FOLLOW US:

LinkedIn: https://www.linkedin.com/company/inside-commerce/

ABOUT THIS EPISODE:

In this episode of the Inside Commerce podcast, James Gurd interviews Seb Villien, the Digital Director at Smythson, discussing the nuances of customer experience and personalisation in the context of luxury brands.

They explore the differences between high street fashion and luxury retail, the importance of user experience, and how Smythson enhances customer service to drive revenue.

Seb shares insights on the role of AI, the significance of empowering customer service teams, and the strategies for measuring success and fostering customer loyalty. The conversation also touches on the challenges of internationalisation and localisation in delivering a consistent brand experience across different markets.

Key takeaways:

  • Customer experience is crucial for luxury brands.
  • Smythson focuses on storytelling in their collections.
  • Post-purchase experience is key to customer satisfaction.
  • AI is used to support, not replace, human interaction.
  • Customer service can drive revenue and loyalty.
  • Empowering teams leads to better customer experiences.
  • Personalisation is essential in luxury retail.
  • A thorough recruitment process is vital for customer service roles.
  • Internationalisation requires balancing global brand consistency with local adaptation.
  • Technology should be maximised before seeking new solutions.
  continue reading

273 에피소드

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