• Chalhoub Group

Customer Experience During COVID-19

We believe in putting the customer at the heart of everything that we do, especially during challenging times. Our brands have been engaging with our customers to build the human connection, and continue to surprise and delight them, wherever they are.

From supporting local heroes to giving back to the community, our brands are innovating and creating fun light-hearted moments giving our customers a virtual escape.

What have our brands been up to?

Community Support and Customer Safety

We're all in this together. L’Occitane internationally and regionally has shown continuous support to the global community through production of hand sanitizer in south of France and donating products in China and Kuwait.

Level Shoes is an example of one of our brands that is enforcing and communicating about strict hygiene and sanitation protocols at every step. From introducing contactless delivery and branded sanitation wipes with every Level Shoes box, the brand has tailored the delivery process to put our customer’s safety first.

eCommerce Launches and Additional Services

Our brands are working with the speed and agility that is needed to create sustainable change. We launched 12 websites within 2 weeks, and moved stocks from our closed stores to warehouses to cater to the region.

Lacoste, Swarovski, Tanagra, L'Occitane, and Faces, have expanded their UAE deliveries to Qatar, Kuwait, Egypt and KSA. Level Shoes, Tryano, and Ghawali continue to serve our customers regionally today more than ever.

Social Media Engagement

From Faces beauty advisors hosting virtual workshops and daily beauty routines, Tryano and Kenzo hosting live DJ sets, and home workout tips using shoes as weight replacements with Level Shoes, social media has been a key element in keeping in touch with our customers.

Our loyalty program, MUSE, also joined in on the fun showcasing the creative ways community is spending their time in quarantine. While Tanagra tailored their content to highlight the art of living during social distancing.

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