In a previous post I talked about how Burberry was able to reverse its faltering image and return to its status as a sought-after luxury brand. Not an easy task. In this video CEO Angela Ahrendts explains how Burberry is evolving the retail experience to be just as rich and just as exciting across multiple channels whether physical, mobile or social. Though the video is essentially a commercial for Salesforce.com, watch how the Burberry store “becomes” the website. This is a great example of how to create a seamless omni-channel customer experience.
“Our vision is that a customer has total access to Burberry, across any device, anywhere,” says Ahrendts. “They get exactly the same feeling of the brand and feeling of the culture. Everyone can come to Burberry World and understand the journey that Burberry is on.”