Jewelry Services Combining Digital and Physical Experiences through “Diaplus”

「In bridal sales, the company fully rolled out its 3D digital customization system and promoted its use across all stores, contributing to sales support, including through an improved conversion rate.」

「The company aims to maximize LTV (lifetime value) by enabling the integration of customer information through development to link with the existing system and providing optimal products and services tailored to customer needs, including after-sales support, thereby improving customer satisfaction.」

「The company introduced a “Staff DX” tool that enables sales staff to wear jewelry themselves and post about it on the online site, launching initiatives to increase e-commerce sales and turn customers into fans by improving the customer experience. Through various measures to strengthen customer touchpoints and the promotion of its CRM strategy, the company aims to achieve 360-degree customer touchpoints centered on the customer.」

「Regarding DX (Digital Transformation), which the company positions as growth investment, it fully rolled out its 3D digital customization system for jewelry, mainly for bridal jewelry, as an offensive DX initiative. It also implemented the CRM (Customer Relationship Management) system “festaria Members Club,” which supports its OMO (Online Merges with Offline) strategy, and following its initial introduction in the online shop, proceeded with preparations for deployment across all stores.」

「As part of its efforts to establish a competitive advantage through DX (Digital Transformation), the company fully rolled out its 3D digital customization system for jewelry as part of its made-to-order initiatives. In addition to first introducing the CRM (Customer Relationship Management) system “festaria Members Club,” which supports its OMO (Online Merges with Offline) strategy, in its online shop, the company also introduced it first at trial stores to establish operating procedures that would promote member registration at stores nationwide.」

「As part of its DX initiatives and made-to-order measures, the company implemented a 3D digital customization system for jewelry. It also introduced the CRM system “festaria Members Club,” which supports its OMO (Online Merges with Offline) strategy, first in its online shop to improve customer service.」

「As part of its DX initiatives, the company introduced a digital customization service for jewelry and worked to build a CRM system supporting its OMO (Online Merges with Offline) measures, enabling centralized management of customers across channels including physical stores, e-commerce and its official app.」

「To establish a competitive advantage through DX, the company introduced a digital customization service for jewelry. It also worked to build a CRM system supporting its OMO (Online Merges with Offline) measures, integrating customer databases across channels, including physical stores, e-commerce and its official app, to enable centralized management.」

「As part of its digital strategy centered on physical stores, the company worked to improve customer loyalty by gradually remodeling stores with an OMO approach in mind to provide new customer experiences, replacing its online site, optimizing customer communications through use of its official app and development of a CRM platform, and conducting Instagram Live broadcasts featuring store employees as ambassadors.」

「In addition, to create a customer experience integrating online and physical channels, the company worked to replace its online site and improve the convenience of its official app. It also launched Instagram Live broadcasts featuring store employees as ambassadors, conducting broadcasts focused on building a fan base rather than merely introducing new products.」

「In addition, to create a customer experience integrating online and physical channels as part of efforts to recover customer traffic, the company worked to improve the convenience of its online site and official app. It also launched Instagram Live broadcasts featuring store employees as ambassadors to lift sales through both e-commerce and physical stores, conducting broadcasts focused on building a fan base rather than merely introducing new products.」

「As part of efforts to transform existing businesses and generate profit through growth, the company intends to provide customer experiences that combine online and physical channels.」

「In response to the accelerating digitalization of society and the economy, the company aimed to rebuild and evolve its business model around the integration of physical and digital retail. As part of its shift of resources to growth areas, it closed festaria bijou SOPHIA GINZA (Ginza flagship store), which had previously been positioned as its flagship, on 25 December 2020.」

「As part of a shift of resources to growth areas, the company closed Festaria Bijoux Sophia Ginza (Ginza flagship store), previously positioned as its flagship store, on 25 December 2020, with the aim of rebuilding and advancing a business model centered on combining physical and digital experiences.」

「In light of the accelerated digitalization of society and the economy prompted by the response to COVID-19, the company closed Festaria Bijoux Sophia Ginza (Ginza flagship store), previously positioned as its flagship store, on 25 December 2020 as a major decision toward building a new business model. Going forward, the company will work to evolve and rebuild its business model by combining digital and physical experiences, with customer centricity and the pursuit of both community-building and personalization as its pillars.」

「While people continued to refrain from going out amid the COVID-19 pandemic, the company advanced initiatives for sales methods suited to the new lifestyle, including strengthening e-commerce sales and introducing online customer service focused on bridal products.」

「In February 2020, the company opened “Diaplus produced by festaria” (Diaplus (※)), a jewelry brand combining digital and physical retail, and continued responding to customers’ diverse needs.」

「In February 2020, the jewelry brand “Diaplus produced by festaria” (hereinafter, “Diaplus”), which combines digital and physical experiences, was also opened at the Ginza Mitsukoshi store. The name Diaplus is a coined term combining “Diamond” and “Plus,” and the brand was established with the concept of providing a sense of personal satisfaction in addition to high-quality diamonds. Specifically, customers can place personalized orders, from fashion jewelry to bridal jewelry, using a smartphone app that allows virtual fitting from more than 100 designs and a carefully selected range of high-quality loose diamonds.」