Post on 16-Apr-2017
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.
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.
CONCEPTGoing through a whole
customer journey in order to
analyze and benchmark every
single step of interaction on the
website, through emails and
physical (packaging) and define
a ranking with best in class and
best practices for every touch
point.
Sign up
Customer care inquiry
Cart abandonment
Purchase
Delivery
Return
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.
25LUXURY
BRANDS
3 ECOMMERCE
SPECIALISTS
Armani
Balenciaga
Bottega Veneta
Brunello Cucinelli
Burberry
Cartier
Dior
Dolce e Gabbana
Fendi
Ferragamo
Givenchy
Gucci
Hermès
Hugo Boss
Loro Piana
Louis Vuitton
Moncler
Prada
Ralph Lauren
Saint Laurent
Tiffany
Tod’s
Tory Burch
Valentino
Zegna
My Theresa
Luisa Via Roma
Net-à-Porter /
Mr. Porter
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.
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.
SIGN UP | REGISTRATION FORM
PREFERENCES
ARMANIBRIDGE TO CUSTOMER
ENGAGEMENT:
• Content preferences
• product category
• brands
• designers selection
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.
SIGN UP | REGISTRATION FORM
CONTACTABILITY:
LOUIS VUITTONPREFERRED CONTACT
DEVICE/CHANNEL
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.
SIGN UP | REGISTRATION FORM
PROFILING
INFORMATION:
BULGARIBRIDGE TO OFFLINE:
FAVOURITE BOUTIQUE
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.
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.
WELCOME EMAILS
DOUBLE OPT-IN EMAIL:
TIFFANY
LUXURY TOUCH
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.
WELCOME EMAILS
CARTIERPERSONALIZATION
AND CARE• Title / Name
• Account features recap
• Contacts
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.
WELCOME EMAILS
what we can do for you who are your favourite
designers?
SERIES
MR PORTER
welcome to Mr Porter
style bulletins
WELCOME PACK
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.
WELCOME EMAILS
Welcome, Check Out What's New
NOT ONLY REGISTRATION
CONFIRMATION…
COACH*
Thanks For Registering
…ANIMATED GIF TOO!
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.
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.
ABANDONED CART EMAILS
still thinking about it
SERIES
NET-A-PORTER
• Abandoned cart series
• Remind the product
choice and give options
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.
ABANDONED CART EMAILS
CONTENT COMPLETENESS:
ZEGNA
CARE: HELP, DON’T PUSH
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.
RESPONSIVE
FENDI
ABANDONED CART EMAILS
• Remind the product
choice
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.
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.
CUSTOMER CARE INQUIRY
HUGO BOSSEASY AND CLEAR
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.
CUSTOMER CARE INQUIRY
CARTIERCONTACT FORM
Luxury feeling
Contattare un
ambasciatore
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.
CUSTOMER CARE INQUIRY
DIOR
REPLY WITH FLAIR• Reply with a luxury touch
• Layout
• Call
MAKE IT EASY
FOR THE
CUSTOMER• Full range of contact
options
• Quality chat
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.
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.
PURCHASING PROCESS
ZEGNACOLLECT IN STORE
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.
PURCHASING PROCESS
LUIS VUITTON
FASHION ADVISOR SERVICE
RECOMMENDATION ENGINE
PICK UP IN STORE
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.
PURCHASING PROCESS
BOTTEGA VENETA
VALUE YOUR
CUSTOMERS’
FEEDBACKS
SAVE THE ADDRESS
• • ACQUISITION
• • RECOMMENDATION
ENGINE
SAVE ADDRESS
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.
PURCHASING PROCESS
FENDI
VALUE YOUR CUSTOMERS’
FEEDBACKS
ACQUISITION RECOMMENDATION ENGINE
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.
PURCHASING PROCESS
RALPH LAURENRECENTLY VIEWED
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.
PURCHASING PROCESS
BRUNELLO
CUCINELLISHOP BY LOOK
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.
PURCHASING PROCESS
BALENCIAGASUSTAINABILITY
AND LUXURY TOUCH
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.
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.
PURCHASE RELATED EMAILS
TIFFANYReply with a luxury touch
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.
PURCHASE RELATED EMAILSBURBERRY• Completeness with a nice look and feel
• Product image
• Order recap
• Shipping recap
• Return terms and conditions
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.
PURCHASE RELATED EMAILS
GUCCI• Reassuring series
• Order confirmation
• Shipping confirmation
• Delivery confirmation
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.
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.
OVERALL LUXURY FEELING
EXTERNAL PACKAGING
CARTIER LUISA VIA
ROMA
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.
OVERALL LUXURY FEELING
INTERNAL BOX
PRADA MR PORTER
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.
OVERALL LUXURY FEELING
FIRST INTERNAL LOOK
CARTIER TOD’S
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.
OVERALL LUXURY FEELING
PRODUCT BOX
HERMES LOUIS
VUITTON
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.
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.
CARE AND SPECIAL TOUCH
EXTERNAL PACKAGING GIFT CARD
LOUIS
VUITTON
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.
CARE AND SPECIAL TOUCH
PACKAGING THANKS MESSAGE
NET-A-
PORTER
TORY BURCHRALPH
LAUREN
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.
CARE AND SPECIAL TOUCH
PACKAGING DOCUMENTS
LORO PIANACARTIER
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.
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.
POST PURCHASE
SURVEY
HUGO BOSSGIVE VALUE TO YOUR
CUSTOMERS’
FEEDBACK
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.
POST PURCHASE
SURVEY
GUCCIGIVE VALUE TO YOUR
CUSTOMERS’
FEEDBACK
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.
POST PURCHASE
PRODUCT PUSH
MR PORTERPERSONALIZED PRODUCT
SUGGESTIONS
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.
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.
RETURN PROCESS
PRADALUXURY FEELING
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.
RETURN PROCESS
DIORCHOOSE THE TIME OF COLLECT
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.
HERMESEASY AND CLEAR
RETURN PROCESS
• Two steps only
process
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.
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.
RETURN PROCESS
ZEGNALUXURY LOOK AND
FEEL
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.
RETURN PROCESS
BURBERRYCOMPLETE WITH
PRODUCT REMINDER
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.
Return
delivery
received
RETURN PROCESS
HERMESREASSURING SERIES
Return
confirmation
Refund
confirmation
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.
CREATE BRIDGES TOWARDS OFFLINE
BE PERSONAL AN PERTINENT
FOCUS ON DEDICATED SERVICES
LOOK AND FEEL CONSISTENCYmake your customers’ journey
seamless
make your customers feel part
of the brand wherever they are
caring is the drive to
conversion and loyalty
translate digitally the luxury
retail experience
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.
FOLLOW US
THANK YOU
Laura Gioia
laura.gioia@contactlab.com
www.contactlab.com
www.newslettermonitor.com