Putting the customer back at the heart of the strategic equation has always been the reason MAD exists. We support the Houses on the definition and execution of their customer strategies: customer journey (using an omnichannel approach), CRM strategy (customer segmentation, customer activation, contact plan), VICs strategy (acquisition, development, retention).

Customer Journeys

MAD supports luxury brands in the design and implementation of exceptional customer journeys, in a omnichannel context. We make tailor-made strategies, adapted to each House, around a experiential signature, to create distinctive and memorable experiences at every touchpoint. Anchored in the fundamentals of luxury, the signature of experience is both inspiring and concrete, and far from the outdated visions of a robotic experience.

CRM & Clienteling Strategy

MAD supports Maisons in the definition and implementation of their CRM strategies. Our expertise covers the entire CRM value chain : guiding principles, customer segmentation, customer data collection, CRM journey, CRM journey, activation formats, principles and measurement of ROI, qualitative and quantitative analysis of customer data, organization (central vs. local).

Selling Ceremony

MAD teams design owner sales ceremonies for luxury houses. Combining the expression of the uniqueness of the brand and commercial efficiency, the latter go beyond the transactional dimension of customer-seller exchanges in favor of an approach resolutely focused on building a lasting customer-brand-seller relationship. Deployed across the entire network, they are nonetheless always adapted to the local specificities of each store.

VIC strategy

VIC populations (Very Important Customers) are becoming an increasingly central issue for Maisons. They represent as well a business challenge than a key image. In this context, MAD supports the Houses in the creation and implementation of strategies dedicated to VICs. Recruitment strategy, offer strategy, strategy for dealing with VICs, loyalty strategy, image enhancement strategy, performance measurement.

Our other expertises

Discover MAD's other areas of expertise.

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