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
    Pivot by New York Magazine

    Pivot

    9,503 Listeners

    eComFuel by Andrew Youderian | e-Commerce Entrepreneur

    eComFuel

    312 Listeners

    Filip & Fredrik podcast by filipandfredrik.com

    Filip & Fredrik podcast

    93 Listeners

    Founders by David Senra

    Founders

    2,109 Listeners

    Syntax - Tasty Web Development Treats by Wes Bos & Scott Tolinski - Full Stack JavaScript Web Developers

    Syntax - Tasty Web Development Treats

    984 Listeners

    My First Million by Hubspot Media

    My First Million

    2,635 Listeners

    Offcuts by Tim Richardson

    Offcuts

    4 Listeners

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

    All-In with Chamath, Jason, Sacks & Friedberg

    9,909 Listeners

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

    Parenting Hell with Rob Beckett and Josh Widdicombe

    979 Listeners

    SmartLess by Jason Bateman, Sean Hayes, Will Arnett

    SmartLess

    58,191 Listeners

    Hard Fork by The New York Times

    Hard Fork

    5,469 Listeners

    Wolf & Owl with Romesh Ranganathan and Tom Davis by Mighty Ranga / Keep It Light Media

    Wolf & Owl with Romesh Ranganathan and Tom Davis

    241 Listeners

    The Rest Is Politics by Goalhanger

    The Rest Is Politics

    3,104 Listeners

    The Rest Is Money by Goalhanger

    The Rest Is Money

    190 Listeners

    The Andrew Faris Podcast by Andrew Faris

    The Andrew Faris Podcast

    24 Listeners