Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

EP260: Smythson's Digital Director On What CX and Personalisation Mean To A Heritage Luxury Brand

Listen Later

FOLLOW US:

LinkedIn: https://www.linkedin.com/company/inside-commerce/

ABOUT THIS EPISODE:

In this episode of the Inside Commerce podcast, James Gurd interviews Seb Villien, the Digital Director at Smythson, discussing the nuances of customer experience and personalisation in the context of luxury brands.

They explore the differences between high street fashion and luxury retail, the importance of user experience, and how Smythson enhances customer service to drive revenue.

Seb shares insights on the role of AI, the significance of empowering customer service teams, and the strategies for measuring success and fostering customer loyalty. The conversation also touches on the challenges of internationalisation and localisation in delivering a consistent brand experience across different markets.

Key takeaways:

  • Customer experience is crucial for luxury brands.
  • Smythson focuses on storytelling in their collections.
  • Post-purchase experience is key to customer satisfaction.
  • AI is used to support, not replace, human interaction.
  • Customer service can drive revenue and loyalty.
  • Empowering teams leads to better customer experiences.
  • Personalisation is essential in luxury retail.
  • A thorough recruitment process is vital for customer service roles.
  • Internationalisation requires balancing global brand consistency with local adaptation.
  • Technology should be maximised before seeking new solutions.
    • ...more
    View all episodesView all episodes
    Download on the App Store
    Inside Commerce: Ecommerce Strategy, CX and Technology PodcastBy Paul Rogers and James Gurd
    • 4.7
    • 4.7
    • 4.7
    • 4.7
    • 4.7

    4.7

    7 ratings

    More shows like Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

    View all
    StarTalk Radio by Neil deGrasse Tyson

    StarTalk Radio

    14,014 Listeners

    eCommerce Fuel by Andrew Youderian | e-Commerce Entrepreneur

    eCommerce Fuel

    315 Listeners

    The Diary Of A CEO with Steven Bartlett by DOAC

    The Diary Of A CEO with Steven Bartlett

    6,344 Listeners

    TRIGGERnometry by TRIGGERnometry

    TRIGGERnometry

    1,721 Listeners

    My First Million by Hubspot Media

    My First Million

    2,616 Listeners

    The Factory Podcast by Tim Richardson

    The Factory Podcast

    4 Listeners

    All-In with Chamath, Jason, Sacks & Friedberg by All-In Podcast, LLC

    All-In with Chamath, Jason, Sacks & Friedberg

    8,385 Listeners

    Parenting Hell with Rob Beckett and Josh Widdicombe by Keep It Light Media / Spotify Studios

    Parenting Hell with Rob Beckett and Josh Widdicombe

    1,004 Listeners