Fireside chat: How Esprit drives customer-centricity with online and offline channels
Customer-centricity is a strategy and culture of doing business that focuses on creating the best experience for the customer, and by doing so builds brand loyalty. In today’s hyper-competitive retail space, customer-centricity is more important than ever.
About the fireside chat
Jatin Pandey, Vice President – Head of CRM, will share Esprit’s journey of bringing customer-centricity even further to the center of the company’s CRM operations. Spoiler alert: Employee experience plays a big part in this and the team is Esprit’s biggest asset. That is why Esprit (just like optilyz) emphasizes diversity and empowerment.
In this fireside chat, you will gain insights into the changes in customers’ expectations and how the Esprit CRM team adapts to these along the customer journey.
- how Esprit balances the “magic triangle” of customer-centricity,
- how Covid changed business and CRM,
- how Esprit takes customer-centricity to the next level,
- what key channels Esprit’s CRM team relies on,
- and how Esprit runs carbon-neutral direct mail campaigns.
Fueled by the vision of essential positivity, Esprit was founded in California by couple Susie and Doug Tompkins in 1968. Inspired by the revolutionary spirit of the 60s the brand developed a clear philosophy – always celebrating real people and togetherness, in line with the brand’s promise: “We want to make you feel good to look good”. Keeping this spirit alive since day one, today Esprit has a presence in 40 countries around the globe. Esprit’s headquarters are located in Germany and Hong Kong, where the brand has been listed on the Hong Kong Stock Exchange since 1993.
Jatin K. Pandey is the Vice President – Head of CRM at Esprit. He has been leading the team for almost two years and is convinced that businesses thrive when they deliver great customer and employee experience.
optilyz is Europe’s leading direct mail automation and programmatic print software. Our tool offers a straightforward way to integrate letters, postcards, and self-mailers into your cross-channel marketing as well as automate and better personalize campaigns. Europe’s most innovative companies and some of its biggest chains use optilyz to run direct mail just like an online channel.
Robert Rebholz is a Managing Director at optilyz. He works with some of the biggest and most successful companies in Europe. Before optilyz, Robert led the internationalization of various internet companies.