D&G Retail Clienteling Campaign
Project Objective
D&G is a leading global luxury fashion brand. Following the post-covid economic slowdown, the company embarked on an innovative transformation to elevate their CRM & loyalty marketing in China leveraging WeChat – the most popular app used by over 1 billion mainland consumers.
Importantly, the brand wanted to enhance operational efficiency for sales associates to serve customers more effectively to achieve better customer relations and sales.
Our Solutions
- Leveraging the WeChat ecosystem, we designed an OMO integrated solution that allowed sales to interact with customers on WeChat and recommend products with links from ecommerce
- Customers can browse products on ecommerce and enquire about products with retail sales consultant all in the WeChat mini-program
- We consolidated the online and offline data into BI dashboards so that sales and marketing can view simple insights for customer engagements, sales conversion and KPIs.
Results
- Over 95% new leads (walk-in customers) generated by retail sales associates
- Ecommerce generated over 835% increase in clicks traffic
- Retention rate increased over 40%; and leads converted on ecommerce increased over 13%
+95%
New Leads
+835%
Ecommerce Clicks traffic
+13%
Leads Converted
Client:
