Luxury fashion retailer Harvey Nichols has rolled out a centralised platform as it seeks to boost its marketing efforts to drive an increase in returns on investment (ROI) and customer experience

Completed in partnership with e-commerce company OSF Digital, the integration included the launch of an experiential loyalty programme that includes vouchers, discounts, rewards and personalised experiences.

The platform, which included the implementation of Salesforce Loyalty Management, aims to enable the retailer to expand its in-store and online loyalty programmes in real time, to provide customers with a wider range of benefits.

New experiences include free drinks at department store, discounts on beauty and grooming products, free meals in the shop for children, and beauty school activities.

he platform provides Harvey Nichols with a centralised view of all loyalty programme data, including performance and in-depth customer profiles, enabling the marketing team to make more informed decisions with advanced tools and insights.

Tomas Taujanskas, product owner at Harvey Nichols emphasised the importance of customer engagement and a loyalty programme in a competitive sector like luxury fashion retail.

“The implementation of the Salesforce Loyalty Management solution empowered us to launch a highly flexible loyalty programme, able to meet our business needs and exceed our customer expectations,.” continued Taujanskas.

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