Retail Clienteling Archives - 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.
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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.