Watches of Switzerland

Going digital with a luxury chime

Brief

Watches of Switzerland was seeking to ensure that their digital experience matched the luxury standards of a premium watchmaker brand.

Insight

Lacuna designed a mystery shopping approach which measured individual retailers’ entire interactions with customers, from initial response to closing the deal.

Summary

We produced inter-retailer scores, best practice examples and areas for review. The client was so impressed they commissioned a second wave of research to track progress.

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Inventive by nature.