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Online Retail World Africa 2012The Luxlife experience with customer engagement

ONLINE CUSTOMER ENGAGEMENT-BRAND EXPERIENCE

• Encouraging customer loyalty: Value added services, Exceptional Service

• Long term engagement: Blog, Personalisation

• Advocacy: WOM, User generated content

ONLINE CUSTOMER ENGAGEMEMENT-KEEPING IT SIMPLE

• Search functionality

• Shop layout - Recommondations

• Product info

• Payment process & checkout

• Live Chat

• Listen: CRM, WOM, Forum’s

CAPTURING & HARNESSING CUSTOMER DESIRE

DEVELOPING MULTI CHANNEL CUSTOMER EXPERIENCE-FUTURE STRATEGY

• Social Media• Mobile• Tablet• Online Video• Pop Up Stores

THE END

‘Selling by serving is a lot easier, more tangible and yet somehow more affordable to most people’

Ric Rhinehart -NYT