It’s been said that you can’t manage what you can’t see. And if you can’t see a unified picture of your customers and their orders, it’s going to be hard to deliver great service.
That was the challenge facing a high-end shoe retailer. The iconic luxury lifestyle brand is defined by an empowered sense of glamour and a confident sense of style. It began with the designer himself, a custom London shoemaker who catered to the global jet set. The brand has grown to 140 stores in 32 countries.
Women’s shoes remain at the core of products offered, alongside handbags, small leather goods, scarves, sunglasses, eyewear, belts, fragrance and men’s shoes.
One look at 15 years of the company’s advertising and you can see that the brand represents art that people can wear. And customers are passionate about having it and wearing it. “Customers love to come into stores and pick up the products, or order products online—they are very loyal,” says Bharath Yadla, head of social commerce and cloud integration at ZSL Inc., an IBM Premier Business Partner that works with the retailer. “But the company didn’t have visibility into what each customer was buying. That made great service more difficult.
For more Details : Click Here
