Right now, someone is trying to poach your customer—a celebrity with a brand; an instagram influencer pushing an emerging startup; an entrenched competitor releasing a new line.

To protect your brand against such fierce competition, it’s not enough to offer consumers a boutique of flawless products—you need to deliver a flawless customer experience as well. This is especially true if your brand is trying to capitalise on rising direct-to-consumer online sales.

In this webinar, Gustavo Gonzalez (Regional Ecommerce Manager at Clarins) and Adrien Naeem (Vice President Europe at Narvar) explore Clarins’ journey as it builds out its eCommerce experiences and digital footprint across the world. In particular, they discuss Clarins’ recent focus on post-purchase to maximize customer lifetime value.

What you’ll discover in this webinar:

• What customer ‘obsession’ means at Clarins - and how that manifests itself
• How Clarins chooses to engage customers - across the whole customer journey
• The role of post-purchase experiences, in Clarins’ fastest growing markets
• The role that branded content plays in Clarins’ post-purchase communication with customers
• How investment in post-purchase has had a commercial impact at Clarins - including customer engagement, conversion and repeat purchase rates, and lower WISMO and contact center costs   
• Where Clarins’ customer obsession will take the brand in the near future - to even more personalised experiences based on customer data, augmented reality and live shopping.