The Goal: Mastering the Art of Creating an Unforgettable Customer Experience
A brand that wants to place customer experience at the heart of its strategy must do more than just offer quality products. What truly makes the difference is its ability to deliver an unparalleled experience—whether in-store or online—to build a strong emotional connection with customers. And this is something Zadig&Voltaire understands perfectly.
So, how do you turn a simple transaction into a memorable experience?
For Jonathan, a brand shouldn’t just sell products; it should provide a digital “helping hand” capable of guiding each customer through their buying journey—just like a salesperson in a physical store. This is what we call hyper-personalization, and it’s where the magic happens.
Real-Time Hyper-Personalization
Today, thanks to Reelevant’s technology, every interaction with a customer can be unique and tailored. Imagine opening a promotional email from Zadig&Voltaire. The content you see won’t be the same as what another customer sees, even if you both receive the same type of communication. The brand adapts its content in real-time based on your past interactions on the website, CRM data, and other relevant insights.
Have you browsed a specific handbag or added an item to your cart? Expect the email to be updated, showcasing exactly what you’re looking for.
This hyper-personalized approach creates a one-of-a-kind experience that no longer relies on customer segments but focuses on individuals. What was once a static segmentation now transforms into a dynamic, customer-centric experience.
The Impact of an Omnichannel Experience
Omnichannel means offering a seamless experience across different touchpoints, whether in-store, on the website, or through email communication. At Zadig&Voltaire, this translates into an online shopping experience that mirrors the personalized service of a boutique. Jonathan emphasizes that the key lies in capturing customer preferences online, just as a salesperson would in a store.
If a customer is particularly interested in bags and accessories, their online journey should help them navigate directly to these products—rather than overwhelming them with irrelevant offers.
A Scalable Engagement Model
The success of this omnichannel, hyper-personalized approach relies on intelligent data usage and perfect timing. As Jonathan highlights, one of e-commerce’s biggest challenges is recovering “missed opportunities.” These are moments when a customer hesitates, struggles to find the right size, or gets lost in the buying process.
With Reelevant, Zadig&Voltaire can identify these moments in real-time and offer an online shopping experience that mirrors the personalized attention found in physical stores.
Reelevant’s tool allows the brand to suggest products not just based on bestsellers but tailored to each customer’s unique tastes and needs. By personalizing every interaction, the brand ensures that its emails, offers, and recommendations are as relevant as possible.
The Results: Millions of Personalized Emails in Real Time
The results of this strategy are impressive. Today, Zadig&Voltaire sends millions of personalized emails, tailored to each customer worldwide. According to Jonathan, this system performs exceptionally well, with outstanding engagement and conversion rates.
Being a legendary brand like Zadig&Voltaire isn’t just about heritage or products—it’s about the ability to seamlessly adapt to each customer’s expectations in a fluid, instant, and personalized way.
The real challenge for brands of the future lies in their ability to deliver customer experiences that meet modern consumers’ expectations while maintaining an authentic and engaging relationship.
Check our video testimony in french:
Reelevant is the hyper-personalized customer experience solution that reconnects brands with their customers. We translate data into relevant content, created and synchronized in real time according to each customer's moment in life, on a large scale and across all digital touchpoints. We work with customers such as Carrefour, Décathlon, L'Oréal, Sandro, La FDJ, Engie, Leroy Merlin and Zadig&Voltaire.
Take the hyper-personalization plunge with us.
