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. While evaluating technology investments for their digital transformation, the leadership team wanted to understand where the brand stood in terms of the experience provided to its customers, online and in store.?
We 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 that saw key stakeholders of multiple functions imagine possibilities for the desired Tory Burch experience, one that truly brought the brand purpose to life. Assessment and workshop opened the way for a broader collaboration with the brand around their customer and clienteling strategy.
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