1. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
2. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
CONCEPT
Going through a whole
customer journey in order to
analyze and benchmark every
single step of interaction on the
website, through emails and
physical (packaging) and define
a ranking with best in class and
best practices for every touch
point.
Sign up
Customer care inquiry
Cart abandonment
Purchase
Delivery
Return
3. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
25LUXURY
BRANDS
3 ECOMMERCE
SPECIALISTS
Armani
Balenciaga
Bottega Veneta
Brunello Cucinelli
Burberry
Cartier
Dior
Dolce e Gabbana
Fendi
Ferragamo
Givenchy
Gucci
Hermès
Hugo Boss
Loro Piana
Louis Vuitton
Moncler
Prada
Ralph Lauren
Saint Laurent
Tiffany
Tod’s
Tory Burch
Valentino
Zegna
My Theresa
Luisa Via Roma
Net-à-Porter /
Mr. Porter
4. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
5. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
SIGN UP | REGISTRATION FORM
PREFERENCES
ARMANI
BRIDGE TO CUSTOMER
ENGAGEMENT:
• Content preferences
• product category
• brands
• designers selection
6. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
SIGN UP | REGISTRATION FORM
CONTACTABILITY:
LOUIS VUITTON
PREFERRED CONTACT
DEVICE/CHANNEL
7. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
SIGN UP | REGISTRATION FORM
PROFILING
INFORMATION:
BULGARI
BRIDGE TO OFFLINE:
FAVOURITE BOUTIQUE
8. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
9. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
WELCOME EMAILS
DOUBLE OPT-IN EMAIL:
TIFFANY
LUXURY TOUCH
10. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
WELCOME EMAILS
CARTIER
PERSONALIZATION
AND CARE
• Title / Name
• Account features recap
• Contacts
11. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
WELCOME EMAILS
what we can do for you who are your favourite
designers?
SERIES
MR PORTER
welcome to Mr Porter
style bulletins
WELCOME PACK
12. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
WELCOME EMAILS
Welcome, Check Out What's New
NOT ONLY REGISTRATION
CONFIRMATION…
COACH*
Thanks For Registering
…ANIMATED GIF TOO!
13. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
14. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
ABANDONED CART EMAILS
still thinking about it
SERIES
NET-A-PORTER
• Abandoned cart series
• Remind the product
choice and give options
15. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
ABANDONED CART EMAILS
CONTENT COMPLETENESS:
ZEGNA
CARE: HELP, DON’T PUSH
16. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
RESPONSIVE
FENDI
ABANDONED CART EMAILS
• Remind the product
choice
17. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
18. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
CUSTOMER CARE INQUIRY
HUGO BOSS
EASY AND CLEAR
19. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
CUSTOMER CARE INQUIRY
CARTIER
CONTACT FORM
Luxury feeling
Contattare un
ambasciatore
20. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
CUSTOMER CARE INQUIRY
DIOR
REPLY WITH FLAIR
• Reply with a luxury touch
• Layout
• Call
MAKE IT EASY
FOR THE
CUSTOMER
• Full range of contact
options
• Quality chat
21. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
22. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASING PROCESS
ZEGNA
COLLECT IN STORE
23. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASING PROCESS
LUIS VUITTON
FASHION ADVISOR SERVICE
RECOMMENDATION ENGINE
PICK UP IN STORE
24. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASING PROCESS
BOTTEGA VENETA
VALUE YOUR
CUSTOMERS’
FEEDBACKS
SAVE THE ADDRESS
• • ACQUISITION
• • RECOMMENDATION
ENGINE
SAVE ADDRESS
25. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASING PROCESS
FENDI
VALUE YOUR CUSTOMERS’
FEEDBACKS
ACQUISITION RECOMMENDATION ENGINE
26. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASING PROCESS
RALPH LAUREN
RECENTLY VIEWED
27. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASING PROCESS
BRUNELLO
CUCINELLI
SHOP BY LOOK
28. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASING PROCESS
BALENCIAGA
SUSTAINABILITY
AND LUXURY TOUCH
29. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
30. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASE RELATED EMAILS
TIFFANY
Reply with a luxury touch
31. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASE RELATED EMAILS
BURBERRY
• Completeness with a nice look and feel
• Product image
• Order recap
• Shipping recap
• Return terms and conditions
32. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
PURCHASE RELATED EMAILS
GUCCI
• Reassuring series
• Order confirmation
• Shipping confirmation
• Delivery confirmation
33. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
34. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
OVERALL LUXURY FEELING
EXTERNAL PACKAGING
CARTIER LUISA VIA
ROMA
35. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
OVERALL LUXURY FEELING
INTERNAL BOX
PRADA MR PORTER
36. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
OVERALL LUXURY FEELING
FIRST INTERNAL LOOK
CARTIER TOD’S
37. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
OVERALL LUXURY FEELING
PRODUCT BOX
HERMES LOUIS
VUITTON
38. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
39. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
CARE AND SPECIAL TOUCH
EXTERNAL PACKAGING GIFT CARD
LOUIS
VUITTON
40. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
CARE AND SPECIAL TOUCH
PACKAGING THANKS MESSAGE
NET-A-
PORTER
TORY BURCHRALPH
LAUREN
41. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
CARE AND SPECIAL TOUCH
PACKAGING DOCUMENTS
LORO PIANACARTIER
42. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
43. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
POST PURCHASE
SURVEY
HUGO BOSS
GIVE VALUE TO YOUR
CUSTOMERS’
FEEDBACK
44. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
POST PURCHASE
SURVEY
GUCCI
GIVE VALUE TO YOUR
CUSTOMERS’
FEEDBACK
45. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
POST PURCHASE
PRODUCT PUSH
MR PORTER
PERSONALIZED PRODUCT
SUGGESTIONS
46. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
47. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
RETURN PROCESS
PRADA
LUXURY FEELING
48. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
RETURN PROCESS
DIOR
CHOOSE THE TIME OF COLLECT
49. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
HERMES
EASY AND CLEAR
RETURN PROCESS
• Two steps only
process
50. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
51. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
RETURN PROCESS
ZEGNA
LUXURY LOOK AND
FEEL
52. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
RETURN PROCESS
BURBERRY
COMPLETE WITH
PRODUCT REMINDER
53. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
Return
delivery
received
RETURN PROCESS
HERMES
REASSURING SERIES
Return
confirmation
Refund
confirmation
54. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
CREATE BRIDGES TOWARDS OFFLINE
BE PERSONAL AN PERTINENT
FOCUS ON DEDICATED SERVICES
LOOK AND FEEL CONSISTENCY
make your customers’ journey
seamless
make your customers feel part
of the brand wherever they are
caring is the drive to
conversion and loyalty
translate digitally the luxury
retail experience
55. This document is the intellectual property of ContactLab and was created for demonstration purposes only.
It may not be modified, organized or reutilized in any way without the express written permission of the rightful owner.
FOLLOW US
THANK YOU
Laura Gioia
laura.gioia@contactlab.com
www.contactlab.com
www.newslettermonitor.com