Harrods
Overview
As the second-most visited site in London, Harrods are known globally for top-tier service and destination shopping.
But Harrods’ in-store personality was getting lost online. The brand has loyal patrons from around the world. But younger shoppers found the site outdated—and luxury customers demanded a more bespoke online experience.
The challenge was more than a website refresh. We had to reconnect Harrods’ digital presence with their world famous in-store experience. We had to create a seamless, personalized journey that deepened customer engagement—and delivered luxury at every level.
Our objectives
- 01.Deliver a competitively superior customer experience that supports strategic and revenue growth
- 02.Maximize customer enjoyment, loyalty and engagement along a seamless shopping journey
- 03.Introduce new ways for customers to interact with Harrods for memorable shopping moments
- 04.Build a uniquely luxurious experience that defines Harrods as an industry leader
Global Impact
A luxury shopping transformation that increased conversion and engagement.
By delivering an exceptional experience, Harrods homepage bounce rates dropped by 33%, and checkout conversion rates rose to 40%, far outperforming industry standards.
At the same time, Harrods’ customers praised the site in surveys for its elegance, luxurious design, and ease of use. Our partnership helped redefine Harrods’ digital presence, connect both in-store and online, and reaffirm them as a timeless brand.
