
I just read an article in Fortune about how Burberrry has turned around its business over the last few years to gear more of its marketing towards the younger crowd. Because of this, they’ve focused on digital properties like Facebook, Twitter and YouTube.
The decision was challenging because Burberry already had an image to maintain. One of being exclusive. To be able to find them, shop and buy from them online would change that. The aricle says: “The approach makes Burberry a standout in the luxury business, which has historically shied away from technology for fear of eroding its aura of exclusivity.”
It was a big gamble but it paid off. Burberry’s real tech credit comes from its organically digital approach to virtually everything it now does, from fashion shows to employee communications.
Here some examples of their success:
- Sales teams in the stores, for example, were among the first to notice that larger male customers were unhappy with the fit of one style of suit. Headquarters heard about it via “Burberry Chat,” and the design team made some alterations.
- It goes beyond social media. They also implemented a global ERP system which “[allows] them to look up a customer’s name to see a profile that includes global transaction history and social media activity as it relates to Burberry.”
- Burberry’s Runway to Reality lets viewers watch a live stream of its shows, then order what they just saw and receive their purchase in weeks.
And because of all this and more, they’ve doubled their annual sales from 2007 to $3 billion.
Read the full article: Burberry’s Angela Ahrendts: High tech’s fashion model