Unified Omni-Channel Experience: Integrated Villeroy & Boch’s website, WeChat Mini Program, marketplaces (Tmall, JD), and social platforms (Xiaohongshu, Douyin) for a seamless customer journey.
Enhanced WeChat Ecosystem: Launched a feature-rich Mini Program with AR tools, loyalty programs, and personalized recommendations, extending engagement to key social platforms.
Retail Digitization: Empowered 200+ offline stores with digital sales tools, enabling simplified order processes, personalized interactions, and real-time business insights.
AI-Driven Personalization: Implemented an AI-powered assistant to deliver tailored product recommendations, enhancing customer engagement and boosting conversions.
Data-Driven Insights: Configured the Ali DataV platform to consolidate CRM, eCommerce, and social data, providing actionable insights for optimized decision-making and customer engagement.
In today’s competitive retail landscape, delivering a seamless and engaging customer experience is no longer a luxury—it’s a necessity. Villeroy & Boch, a globally renowned premium ceramics brand, faced several challenges in navigating China’s rapidly evolving digital ecosystem. From fragmented omnichannel experiences to siloed data and manual processes, they needed a strategy to not only streamline operations but also elevate customer engagement across online and offline touchpoints.
As their trusted digital partner, Fugumobile crafted a comprehensive digital transformation strategy tailored to the Chinese market. By focusing on digital tools, omnichannel integration, personalized engagement, and innovative activations, we helped Villeroy & Boch transform their customer journey, optimize operations, and drive measurable results.
Before embarking on this transformation, Villeroy & Boch struggled with several pain points that hindered their growth in China:
Disconnected experiences between online platforms, physical stores, and marketplaces led to customer confusion and lost sales.
Product pricing, promotions, and availability were not synchronized across touchpoints, diminishing trust and creating friction in the purchase process.
Without tailored recommendations or customer-centric tools, engagement remained low both online and in-store.
Physical stores lacked the digital tools to deliver real-time product insights, efficient order processes, and seamless customer service.
Updating content, managing inventory, and supporting customers relied heavily on manual processes, leading to inefficiencies and errors.
Villeroy & Boch recognized the urgent need to unify their digital landscape and create a truly omnichannel experience that engaged customers at every stage of their journey.
Fugumobile’s approach addressed Villeroy & Boch’s challenges holistically, integrating solutions that touched every stage of the customer journey—from discovery to loyalty.
The foundation of our transformation strategy was a unified digital ecosystem. We connected Villeroy & Boch’s presence across private domains like websites and flagship stores, leading marketplaces (Tmall and JD), and social platforms (WeChat, Xiaohongshu, Douyin).
By integrating these platforms with advanced CRM tools and analytics dashboards, we created a seamless experience for customers, enabling consistent communication, personalized engagement, and synchronized data across all channels.
As the hub of digital engagement in China, WeChat became a focal point for Villeroy & Boch’s transformation. We designed and launched a WeChat Mini Program that served as a centralized platform for product discovery, virtual try-ons, and order placement.
To extend engagement beyond WeChat, the Mini Program was seamlessly integrated with platforms like Xiaohongshu and Douyin, where customers could explore branded content and discover products through immersive storytelling.
To foster loyalty, we introduced a multi-tiered Membership and Loyalty Program within the Mini Program. Customers could earn points, complete missions, and redeem rewards in a unified ecosystem that enhanced engagement across touchpoints.
Additionally, we incorporated advanced tools like AR for virtual try-ons, counterfeit checks, and product registration, creating a rich and interactive experience for customers.
Villeroy & Boch’s website was transformed into a responsive, intuitive, and conversion-optimized platform that reflected the brand’s premium identity. Key enhancements included:
The result was a website that not only showcased Villeroy & Boch’s product range but also drove meaningful engagement and conversions.
We digitized the sales process for over 200 offline distributor-managed stores, empowering sales teams with tools to deliver efficient, personalized service. The digital solution simplified order management with pre-filled forms and OCR scanning, reducing errors and increasing efficiency.
Integrated dashboards provided real-time insights into sales, product performance, and customer preferences, enabling data-driven decision-making. Sales teams were equipped with tools to provide personalized product demos and consultations, enhancing the in-store experience.
To complement digital initiatives, we launched interactive activations at offline events and roadshows. Visitors could engage with Villeroy & Boch through traceable product QR codes, which connected physical displays to digital product details in the Mini Program.
We also enabled seamless management of gifts and campaigns via QR code registrations and backend systems, providing a memorable and hassle-free experience for event attendees.
Personalization was taken to the next level with a Conversational AI Assistant powered by the Ali AI platform. The AI assistant provided tailored product recommendations based on gifting needs, price ranges, and style preferences, enhancing the shopping experience both online and on WeChat.
By integrating seamlessly with Villeroy & Boch’s platforms, the AI assistant not only increased engagement but also improved conversion rates through smarter, data-driven suggestions.
We implemented the Ali DataV platform to consolidate data from CRM, marketplaces, social media, and internal systems. Custom dashboards provided actionable insights into customer behavior, brand sentiment, and sales performance.
With the integration of social listening tools, Villeroy & Boch could monitor real-time customer feedback and sentiment, enabling a more responsive and agile approach to marketing. A roadmap for machine learning-enabled analytics was also developed to further enhance predictive decision-making capabilities.
Through this comprehensive digital transformation, Villeroy & Boch achieved:
Consistent, engaging interactions across all touchpoints, driving loyalty and trust.
Digital tools empowered offline stores, simplifying operations and improving customer service.
AI-powered personalization, loyalty programs, and interactive campaigns strengthened customer relationships.
Business Intelligence tools provided insights that optimized marketing strategies and customer segmentation.
Villeroy & Boch’s transformation in the Chinese market is a testament to the power of an integrated digital strategy. By bridging the gap between online and offline experiences, leveraging cutting-edge technology, and putting the customer journey at the center, Fugumobile helped Villeroy & Boch navigate challenges and achieve tangible business results.
As China’s digital landscape continues to evolve, this success story demonstrates how innovation, personalization, and data-driven solutions can drive growth and position brands as leaders in their industry.
Unified Omni-Channel Experience:
Integrated Villeroy & Boch’s website, WeChat Mini Program, marketplaces (Tmall, JD), and social platforms (Xiaohongshu, Douyin) for a seamless customer journey.
Enhanced WeChat
Ecosystem: Launched a feature-rich Mini Program with AR tools, loyalty programs, and personalized recommendations, extending engagement to key social platforms.
Retail Digitization:
Empowered 200+ offline stores with digital sales tools, enabling simplified order processes, personalized interactions, and real-time business insights.
AI-Driven Personalization:
Implemented an AI-powered assistant to deliver tailored product recommendations, enhancing customer engagement and boosting conversions.
Data-Driven Insights:
Configured the Ali DataV platform to consolidate CRM, eCommerce, and social data, providing actionable insights for optimized decision-making and customer engagement.
In today’s competitive retail landscape, delivering a seamless and engaging customer experience is no longer a luxury—it’s a necessity. Villeroy & Boch, a globally renowned premium ceramics brand, faced several challenges in navigating China’s rapidly evolving digital ecosystem. From fragmented omnichannel experiences to siloed data and manual processes, they needed a strategy to not only streamline operations but also elevate customer engagement across online and offline touchpoints.
As their trusted digital partner, Fugumobile crafted a comprehensive digital transformation strategy tailored to the Chinese market. By focusing on digital tools, omnichannel integration, personalized engagement, and innovative activations, we helped Villeroy & Boch transform their customer journey, optimize operations, and drive measurable results.
Before embarking on this transformation, Villeroy & Boch struggled with several pain points that hindered their growth in China:
Disconnected experiences between online platforms, physical stores, and marketplaces led to customer confusion and lost sales.
Product pricing, promotions, and availability were not synchronized across touchpoints, diminishing trust and creating friction in the purchase process.
Without tailored recommendations or customer-centric tools, engagement remained low both online and in-store.
Physical stores lacked the digital tools to deliver real-time product insights, efficient order processes, and seamless customer service.
Updating content, managing inventory, and supporting customers relied heavily on manual processes, leading to inefficiencies and errors.
Villeroy & Boch recognized the urgent need to unify their digital landscape and create a truly omnichannel experience that engaged customers at every stage of their journey.
Fugumobile’s approach addressed Villeroy & Boch’s challenges holistically, integrating solutions that touched every stage of the customer journey—from discovery to loyalty.
The foundation of our transformation strategy was a unified digital ecosystem. We connected Villeroy & Boch’s presence across private domains like websites and flagship stores, leading marketplaces (Tmall and JD), and social platforms (WeChat, Xiaohongshu, Douyin).
By integrating these platforms with advanced CRM tools and analytics dashboards, we created a seamless experience for customers, enabling consistent communication, personalized engagement, and synchronized data across all channels.
As the hub of digital engagement in China, WeChat became a focal point for Villeroy & Boch’s transformation. We designed and launched a WeChat Mini Program that served as a centralized platform for product discovery, virtual try-ons, and order placement.
To extend engagement beyond WeChat, the Mini Program was seamlessly integrated with platforms like Xiaohongshu and Douyin, where customers could explore branded content and discover products through immersive storytelling.
To foster loyalty, we introduced a multi-tiered Membership and Loyalty Program within the Mini Program. Customers could earn points, complete missions, and redeem rewards in a unified ecosystem that enhanced engagement across touchpoints.
Additionally, we incorporated advanced tools like AR for virtual try-ons, counterfeit checks, and product registration, creating a rich and interactive experience for customers.
Villeroy & Boch’s website was transformed into a responsive, intuitive, and conversion-optimized platform that reflected the brand’s premium identity. Key enhancements included:
The result was a website that not only showcased Villeroy & Boch’s product range but also drove meaningful engagement and conversions.
We digitized the sales process for over 200 offline distributor-managed stores, empowering sales teams with tools to deliver efficient, personalized service. The digital solution simplified order management with pre-filled forms and OCR scanning, reducing errors and increasing efficiency.
Integrated dashboards provided real-time insights into sales, product performance, and customer preferences, enabling data-driven decision-making. Sales teams were equipped with tools to provide personalized product demos and consultations, enhancing the in-store experience.
To complement digital initiatives, we launched interactive activations at offline events and roadshows. Visitors could engage with Villeroy & Boch through traceable product QR codes, which connected physical displays to digital product details in the Mini Program.
We also enabled seamless management of gifts and campaigns via QR code registrations and backend systems, providing a memorable and hassle-free experience for event attendees.
Personalization was taken to the next level with a Conversational AI Assistant powered by the Ali AI platform. The AI assistant provided tailored product recommendations based on gifting needs, price ranges, and style preferences, enhancing the shopping experience both online and on WeChat.
By integrating seamlessly with Villeroy & Boch’s platforms, the AI assistant not only increased engagement but also improved conversion rates through smarter, data-driven suggestions.
We implemented the Ali DataV platform to consolidate data from CRM, marketplaces, social media, and internal systems. Custom dashboards provided actionable insights into customer behavior, brand sentiment, and sales performance.
With the integration of social listening tools, Villeroy & Boch could monitor real-time customer feedback and sentiment, enabling a more responsive and agile approach to marketing. A roadmap for machine learning-enabled analytics was also developed to further enhance predictive decision-making capabilities.
Through this comprehensive digital transformation, Villeroy & Boch achieved:
Consistent, engaging interactions across all touchpoints, driving loyalty and trust.
Digital tools empowered offline stores, simplifying operations and improving customer service.
AI-powered personalization, loyalty programs, and interactive campaigns strengthened customer relationships.
Business Intelligence tools provided insights that optimized marketing strategies and customer segmentation.
Villeroy & Boch’s transformation in the Chinese market is a testament to the power of an integrated digital strategy. By bridging the gap between online and offline experiences, leveraging cutting-edge technology, and putting the customer journey at the center, Fugumobile helped Villeroy & Boch navigate challenges and achieve tangible business results.
As China’s digital landscape continues to evolve, this success story demonstrates how innovation, personalization, and data-driven solutions can drive growth and position brands as leaders in their industry.
