Portfolio Archive - Danzi
Customer experience and retail transformation consultancy. Helping organisations connecting the dots between Customer Insight, Technology, Retail and Marketing to design remarkable customer experiences that drive loyalty and growth.
francesca, danzi, danzi consulting, consulting, digital, design, redesign, brand, value, customer, experience, behaviour, loyalty, management, engagement, strategy, business, growth, change, retail, transformation, personalisation, multi-channel, CX, CEM, training, leadership
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Making The Ordinary Extraordinary – The Art of Adding Personal Value

Bulgari Clienteling Workshop

Bulgari approached Danzi Consulting to develop a highly interactive, inspiring and bespoke workshop to help their global retail management team shift mindset from transaction to customer relationship. Requirements were to inspire people in adopting omni-channel behaviours and using existing clienteling tools in a personalised way.

Danzi Consulting worked with Bulgari Retail Excellence, CRM, Marketing and Training stakeholders for a period of six months to develop a session that dived into the needs and behaviours of the connected customer and explored clienteling techniques, putting them into practice through role-play and group-work activities.

The workshop was delivered at the Global Store Managers conference held in Rome in January 2017 to more than 320 retail stakeholders. The sessions were highly successful and provided the organisation with precious insights into the management’s needs, while constituting the basis for the sales associate training.

Tory Burch Multi-Channel Experience Assessment

Laying The Foundation For Digital Transformation

Tory Burch is a successful American lifestyle brand, launched in 2004 and quickly grown to account for more than 150 free-standing stores and presence in over 3000 department and specialty stores worldwide. The business in now on a digital transformation journey and further expanding.

While evaluating technology investments, the leadership team wanted to understand where the brand stood in terms of the experience provided to its customers, online and in store.

Danzi Consulting conducted a two-month multi-channel experience assessment across their physical and digital retail touchpoints. The result was a comprehensive report, mapping the customer journeys channel by channel, highlighting strengths and opportunity areas, with clear and actionable recommendations.

The assessment was followed by a Customer Experience Visioning Workshop and opened the way for a broader collaboration with the brand around their customer and clienteling strategy, which is currently ongoing.

Style Library Digital Transformation

Developing A Customer Centric Brand and It’s Digital Platform

Deloitte Digital conducted a multi-channel opportunity assessment for Walker Greenbank PLC, a FTSE 250 luxury interior furnishings business that designs, manufactures and sells fabrics and wallcoverings under six different brands. Francesca Danzi acted as Deloitte Digital Associate Director and guided Walker Greenbank through the implementation of some of the key assessment recommendations, developing a new branding, launching a digital e-commerce platform and supporting the marketing team in designing a multi-channel marketing strategy.

Key achievements include:

  • Development of Style Library into the company’s trading parent brand, articulating brand purpose, values, promise, personality, positioning and high-level marketing strategy
  • Development of a multi-brand marketing calendar, through coaching an leading internal key team members. Organisation alignment around it
  • Launch of Stylelibrary.com as the home of the six individual brands, allowing for an easier and stronger marketing activity
Made to Measure Tailoring

Made To Measure Tailoring Experience

A Bold Digital / Physical Experience for a Key Product Category

Burberry wanted to boost its men tailoring sales and compete with the traditional brands offering made-to-measure. Francesca Danzi was part of a multi-functional team that conceived the solution and designed the end-to-end customer experience. She launched the new made to measure tailoring service offer across 53 key doors globally, leveraging in store technology and resulting in +150% sales across the suiting category in six months.

Runway To Reality

Runway To Reality

Burberry made history on 22 September 2009 when the brand streamed live its SS10 fashion show. From the following season, the brand started to host in-store events that had the live-stream at their core, together with the availability for purchase of a selection of clothes and accessories immediately after they hit the runway (Runway to Reality initiative).

Francesca Danzi was part of a multi-functional team that designed the end-to-end Runway to Reality experience. She was in charge of the in-store journey and the global service standards. She was also on the ground around the world, involved in staff training and event coordination.

Regent Street Flagship

121 Regent Street Flagship

Burberry World Live / Bringing the Online Experience to a Physical Location

Burberry had recently launched its World Store, the brand site where customers could find not only all the products on sale but also all the beautiful content, stories, music, everything that the brand stood for. Angela Ahrendts wanted a physical version of that online site and 121 Regent Street was born, a ground breaking store, seamlessly mixing physical and digital touch points.

Francesca Danzi was responsible for designing the in-store customer experience and ensuring staff engagement with technology and new service offer.

My Burberry Launch

My Burberry Launch

Fragrance Launch with First Global Digital / Physical Personalisation Campaign

Francesca Danzi led the development of a multi-channel retail experience for the launch of My Burberry, Burberry’s iconic feminine fragrance and its biggest launch to date, across 20.000 doors globally. The launch had a global personalisation campaign at its core, which was brought to life in store with bottle engraving services and digital video personalisation. An example of how a simple idea can make the difference when excellently and consistently executed.

Customer One to One

Customer One To One

Burberry Digital Clienteling Platform

How to put data in the hands of customer facing staff, when and where need it the most? How to empower staff to personalise their service and build long-lasting relationships?

Francesca Danzi was the Product owner and therefore business lead of this new digital platform, an application able to show customer and product data in a visual and actionable way to store staff and contact centre associates. Francesca was responsible for requirement gathering, prioritisation, stakeholder management, development validation, launch strategy and pilot supervision.

Beauty Box Portfolio 1

Beauty Box

Burberry Beauty Flagship Store

Burberry needed to mark its entrance in the beauty arena as a credible player, able to compete with brands like Chanel and Dior. The brand needed a statement store to bring its vision to life. Burberry Beauty Box was the answer, a new retail concept mixing beauty with fashion accessories.

Defined retail experience strategy and service offer, coordinated the launch of the first opening in London Covent Garden, overseeing every aspect of the customer experience, from store design to digital experiences and staff training.