IT Consultis

💥 WeCom clienteling has officially connected with DeepSeek - integrating NATIVE GenAI capabilities for the FIRST TIME! DeepSeek is a free AI-powered chatbot that recently took the world by storm with its ChatGPT-like intelligence — analyzing vast amounts of data sets in seconds to generate instant responses - while being far more cost-efficient to build. 🚀 Within weeks of its launch, DeepSeek has seen rapid adoption from major Chinese tech giants such as Huawei and Alibaba. Tencent is no exception, actively exploring broader DeepSeek applications across its ecosystem, including WeChat and WeCom. It's no surprise that Tencent has taken this step as WeChat is already testing AI-powered search capabilities, while WeCom has long benefited from third-party GenAI tools to enhance its clienteling functionalities.  However, with DeepSeek's native integration, WeCom is accelerating AI adoption and deployment, introducing key features that can enhance customer engagement and MAXIMIZE operational efficiency: 🤖 The “Intelligent Robot” feature allows brands to upload internal knowledge sets and create dedicated AI-powered assistants for each department (e.g., Store Assistant, IT Assistant, Finance Assistant…) - delivering instant responses to employee inquiries and generating clienteling/customer service scripts to support Sales Associates. ⚡️ The “Intelligent Table - Customer Follow-Up" function can automatically generate customer profile summaries, including interests, purchase intent, and engagement history. This should help Sales Associates quickly understand customer needs and personalize future follow-ups.  📊 Brands can also leverage “Intelligent Data Analysis”, which harnesses AI-driven analytics to provide deeper operational insights, empowering informed, data-backed strategic decisions. While the functions are still in grayscale testing, the full rollout of the WeCom x DeepSeek integration is poised to transform how brands utilize AI for personalization, engagement, and sales efficiency.  As GenAI adoption accelerates, brands can expect further native integrations across not only WeChat and WeCom, but also Xiaohongshu, Douyin, and more, considering the growing collaborations between the tech giants and AI powerhouses. Looking ahead, it'd be interesting to see how AI would be integrated with different enterprise systems — e.g., CRMs like Salesforce on Alibaba Cloud (SFOA) and internal HR platforms — to enhance operational efficiency. Don’t hesitate to reach out if you ever need help with data, clienteling, CRM... in China ;) Thanks to WeChat Open Class as well as Shuang Jing at TechNode.com for the insightful updates. #DeepSeek #AI #China #WeCom #Clienteling 

🍷 Armani has just launched its FIRST restaurant in Beijing, China: the Armani/Caffè. Located in China World Mall (CWM), the restaurant seamlessly blends fashion, design, and gastronomy, featuring two indoor dining rooms, a spacious outdoor terrace, and direct access from the Giorgio Armani boutique for a true taste of the Armani lifestyle. 🍽️ Unlike many other luxury brands that have ventured into lifestyle experiences, Armani is GOING BEYOND - bringing in head chefs from prestigious Michelin-starred establishments, top-quality ingredients, meticulous preparation, and refined presentation - all to deliver a TRULY LUXURIOUS dining experience that reflects the brand’s signature elegance. Designed by Giorgio Armani and his team, the restaurant enhances Beijing’s culinary scene while reinforcing Armani’s deep cultural and commercial ties with China.  🏙️ This move of Armani aligns with a broader luxury trend, as brands are investing in curated environments — cafés, hotels, apartments, pop-ups,... — to meet the rising demand for immersive, entertainment-driven EXPERIENCES (Bain-Altagamma Luxury Study 2024). But is this a strategic investment or merely a PR play? Can luxury brands secure real ROI, or will profitability remain elusive? 📲 While high-end experiential concepts like Armani/Caffè create buzz, they are RARELY PROFITABLE on their own. The real ROI lies in how well brands leverage these spaces as ENTRY POINTS into their broader ecosystem, converting one-time foot traffic into lasting engagement with their core offerings. By leveraging WeCom clienteling — China's most powerful communication tool for engaging with over 1.38 billion WeChat users — luxury brands can capture valuable customer data from both new and returning visitors, enabling personalized follow-ups that drive brand discovery and re-engagement. 🧩 A centralized CRM like Salesforce on Alibaba Cloud (SFOA) can then consolidate data from WeCom, WeChat, loyalty programs, in-store visits... to build more holistic customer profiles, empowering future personalized engagement to nurture them to conversions. As shared by Giorgio Armani, with insights from Bain & Company and Altagamma. #Armani #Luxury #CustomerExperience #CRM #China Image source: Giorgio Armani (2025) 

Today let’s talk about something lighter that was brought to me by my Marketing Team – Labubu x Luxury. Honestly, my first reaction was what the hell is Labubu, but here we go :) 🔥 There has been a buzz on social media that Hermès collectors and Labubu fans are THE SAME group of people. What’s the truth behind this claim?  💣 Since last year, Labubu - a collectible character - with endorsements from big influential figures like Lisa (BLACKPINK), has suddenly seen an explosive rise in popularity, with more and more people accessorizing their luxury bags with Labubu pendants. Due to economic pressure and luxury price hikes, many consumers, especially the middle class, are shifting away from high-ticket purchases, opting instead for value-centric purchases or to REFRESH and PERSONALIZE their existing luxury goods.  This has pushed brands to expand their entry-level offerings. But not all have met expectations. Hermès’ accessories, for example, have struggled to excite consumers, while Labubu has unexpectedly filled the gap, becoming a trendy charm among Hermès’ customer groups. ✨ The rise of pop culture-inspired bag accessories reflects a broader transformation in what defines social capital, where EMOTIONAL resonance, COMMUNITY engagement, sense of BELONGING, and SELF-EXPRESSION are becoming just as — if not more — aspirational than heritage brand logos.  So, how should brands navigate this shift? 🔁 Rather than treating small accessories as just re-engagement tools, brands should INTEGRATE them into their storytelling and ALIGN them with the brand and the customers’ values. These products should act as gateways to deeper customer engagement, not just as easy-access purchases. 💎 Luxury houses can also explore LIMITED-EDITION COLLABORATIONS with collectible brands or artists, creating co-branded accessories that enhance desirability, exclusivity, and boost penetration into the shared target customer group. 🎯 Above all, with effective CRM strategies and tools, brands can capture first-party data to better understand their audience. This, in turn, enables them to improve product development, hyper-personalize recommendations, and refine engagement strategies for more meaningful customer connections. Thanks to Drizzie Zuo from LADYMAX for the interesting insights. #Luxury #Labubu #ConsumerBehavior #China #CRM Image source: Vanity Fair (2024); Instagram/@jinkeepacquiao (2024); Preview.ph (2024)

🛍️ Despite the rise of digital retail, the customer experience still hinges on ONE KEY FACTOR –empowering Sales Associates. Retailers have spent years optimizing their digital presence, a transformation accelerated by the COVID-19 pandemic. This has prompted the role of PHYSICAL STORES to evolve from mere discovery points to vital destinations that drive conversion & build brand loyalty. 🎯 Even in an increasingly digital world, brick-and-mortar stores remain vital, with 54% of apparel shoppers still preferring to buy in person. The BoF-McKinsey State of Fashion 2025 Consumer Survey also reveals that 75% of shoppers tend to spend more when they receive quality service, yet over 60% identify POORLY TRAINED employees as a major frustration. This highlights the need for brands to rethink their in-store experience — by empowering Sales Associates who are often the biggest DIFFERENTIATOR in driving customer satisfaction and sales. 📲 One key step is adopting suitable CLIENTELING solutions. In China, WeCom has become the most important clienteling tool and the most effective communication channel for brands to connect with customers on WeChat which has ~1.4 billion users. With WeCom, brands fully own and control 100% of customer contacts, allowing Sales Associates to deliver highly personalized interactions via chat, Moments... that can drive both in-store and remote sales, strengthen customer relationships, enhance marketing effectiveness, and increase retention. Additionally, brands can integrate clienteling with the overarching CRM strategy leveraging Salesforce on Alibaba Cloud (SFOA), streamlining data flows, building holistic customer profiles, and driving omnichannel customer experiences, while complying with local regulations. 📚 Beyond that, brands must invest in TRAINING and UPSKILLING through structured training programs, clear Standard Operation Procedures (SOPs), and well-defined incentives to maximize the potential of their Sales team. 🚀 At IT Consultis, we empower brands with best-in-class clienteling solutions leveraging WeCom, increasing visibility by up to 40 TIMES and driving significant sales revenue for our partners. What sets ITC apart is our ability to seamlessly connect retail, IT, CRM, and Marketing teams — aligning them toward a shared vision of success. By the end of Q1 2025, we’ll have trained over 6,000 WeCom users, equipping them with the expertise and tools to excel in their roles. As a certified Salesforce partner, we also support brands with seamless onboarding, migration, and end-to-end implementation for Salesforce Global and SFOA. For more info, don’t hesitate to DM me ;) Thanks to The Business of Fashion, McKinsey & Company, and Bain & Company for the valuable insights.   #Retail #SalesAssociate #Clienteling #CRM #ChangeManagement 

🍀 Originally symbols of luck and protection in China, RED STRING BRACELETS have transformed into a LUXURY phenomenon. Here’s why. Deeply rooted in Chinese culture for centuries, red has grown even more influential in 2024, making an especially bold statement in high fashion. 📊 Amplified by Chinese New Year, this trend has driven the popularity of red string bracelets, with 8/10 BEST-SELLING luxury bracelets on Tmall now featuring red string designs, reflecting strong consumer interest and demand. In addition, ENTRY-LEVEL products are regaining attention. With economic pressures and price hikes in key luxury products, expanding affordable lines such as bracelets can help brands effectively RE-ENGAGE the middle-class consumer base that has been shrinking over the past two years. 💣 Social media is also BUZZING with the trend. On Xiaohongshu, the term “red string bracelet snake year braided string” has garnered 630,000 posts, while the WeChat index for “red string” has surged more than 20% MoM in January. 🔄 However, it’s worth noting that the growing symbolism around red string isn’t being directly driven by luxury brands, but rather by consumers themselves. Today’s young buyers prioritize the personal MEANING they attach to purchases, often valuing it more than brand narratives or material worth. This shift pushes brands (especially international brands) to acknowledge CONSUMER-DRIVEN narratives & deeper local cultural meanings and adapt strategies like community engagement and co-creation to stay relevant. ⚖️ With these bracelets priced at a fraction of mainstream luxury goods, brands should also justify their pricing beyond just a red rope — through materials, branding, and storytelling. Competition with local brands on locally meaningful products also means international brands must differentiate through craftsmanship and aspirational branding, rather than simply competing on price. 🎯 Most importantly, brands need to rethink RETENTION strategies from these entry-level purchases — personalized clienteling/follow-ups, exclusive loyalty programs, and targeted storytelling — to keep customers engaged, inspired, and nurture them into returning customers.  What do you think of this luxury phenomenon? Share your take below in the comments. Thanks to Drizzie Zuo at LADYMAX for the interesting insights.  #Luxury #China #ConsumerBehavior #CustomerInsight 

💎 Consumers are opting for SMALLER LUXURIES — but can this trend drive long-term growth for brands? Luxury brands are witnessing a significant shift, with rising prices of mainstream luxury goods driving a surge in demand for ENTRY-LEVEL items such as charms, costume jewelry, beauty products, and sunglasses.  📊 A Vogue Business survey of nearly 1,000 readers found that 72% of respondents maintained or increased their spending on affordable luxury items last year. Accessible jewelry, in particular, has stood out, with Bain & Company naming it a TOP performer in the luxury market. What does this mean for the industry in the long run? 💰 Small luxuries are proving crucial for SUSTAINING customer interest amid economic uncertainty — not only engaging aspirational consumers and expanding the customer base but also acting as gateways to future high-ticket purchases.  In addition, their relatively low production costs allow brands to drive strong profits when sold in large volumes, making them a strategic revenue stream. ⛔️ Nonetheless, increased accessibility may lead to brand fatigue, exclusivity dilution, and price compression that hurt the brands’ long-term value. Each brand needs to BALANCE their own CORE desirability positioning. 🎁 CUSTOMER EXPERIENCE still matters, even for smaller-ticket items. Brands need to deliver a premium experience that matches the brand value, with exceptional packaging, personalized service, and storytelling that reinforces the brand’s identity. 🔑 At the end of the day, small luxury products should remain an ENTRY POINT into the brand ecosystem, not the end goal. By leveraging effective CRM and clienteling tools, brands can collect valuable first-party data, foster tailored engagement across touchpoints, and build lasting relationships. What do you think about the rise of small luxuries in the market? Share your take below in the comments. Thanks to Nateisha Scott at Vogue Business as well as Bain & Company for the interesting insights. #Luxury #ConsumerBehavior #MarketInsights #CustomerExperience #CRM

🔥 Despite ongoing challenges in China's luxury market, certain sectors have been THRIVING - namely, premium experiences and sports. Here's why. In the post-pandemic era, we’ve seen a shift in priority toward QUALITY-OF-LIFE experiences (e.g., sports, wellness, travel...) among China’s middle class. 📈 According to the National Bureau of Statistics of China, spending on sports and recreational goods grew by 10.5% YoY from Jan to Nov 2024, while most other categories stagnated or saw minimal growth. By September 2024, premium sports brands have also reported impressive YoY online sales growth — with On (+95%), Hoka (+90%), and Lululemon (+83%).  📉 On the other hand, traditional luxury witnessed a tough 2024, with 90% of luxury houses reporting sales declines – some in double-digit. The luxury market has also lost 40 – 50 million customers over the past 2 – 3 years due to a mismatch between pricing and perceived value, further exacerbated by historically low NPS scores (Bain-Altagamma Luxury Study 2024). As consumer sentiment shifts toward more rational and value-centric spending, experiences like sports, travel, and adventure are gaining appeal, suggesting potential fatigue with focusing solely on purchasing luxury goods. So, how should luxury brands adapt? 🌟 Brands can combine technical INNOVATION with premium craftsmanship to deliver high-performance gear that balances style and quality, while offering exceptional, PERSONALIZED service for a true luxury experience. 🎯 LOCALIZATION continues to be the key to win Chinese consumers. Brands should develop well-targeted initiatives leveraging local channels (WeChat/WeCom, Xiaohongshu, Douyin, etc.). Especially, partnering with local athletes - who are emerging as fashion icons - can drive significant ROI. 💎 As the market evolves, the priority will be attracting new customers while retaining existing ones. Implementing effective loyalty mechanisms that truly resonate with Chinese consumers will be the key for brands to stay relevant and maximize customer lifetime value. What do you think about these trends in China and their impact on luxury? Thanks to Vogue Business in China, Amber Zhang at Baiguan as well as Bain & Company, BigOne Lab, and National Bureau of Statistics of China for valuable insights. #Sports #Luxury #Fashion #China #ConsumerInsights 

🎁 WeChat just added the GIFTING function in time for the holiday season. Here's what it means for brands. WeChat is currently testing an innovative “Gifting” function within WeChat Stores — an eCommerce platform that brands can develop and seamlessly integrate across all WeChat touchpoints (e.g., Official Accounts, Channels, Mini Programs, WeCom, Search...). ♦️ This innovative feature allows users to gift products - up to 10,000 RMB, excluding jewelry and education categories - purchased from WeChat stores to their WeChat friends in the form of Red Envelopes with options to hide prices (see demonstration below). ♦️ Recipients can independently select sizes, colors, and delivery details, eliminating the need for prior coordination. This level of autonomy ensures gifting is PRIVATE, PERSONALIZED, and effortless.  Traditionally, gifting in China was tied to physical red envelopes. With digital payments now widespread, WeChat’s Gifting function is an intriguing upgrade, delivering a SEAMLESS, SOCIALLY INTEGRATED experience that speaks to the values of younger, tech-savvy consumers. 💣 With China's gifting economy projected to grow from 1.38 trillion RMB in 2024 to 1.62 trillion RMB by 2027 (iiMedia Research), this offers luxury brands a TIMELY OPPORTUNITY to engage more meaningfully with consumers. As the upgrade offers three key benefits — lower price sensitivity, fewer returns, and reduced marketing costs — how can brands leverage it to drive growth? 🧧 With BIG HOLIDAYS (e.g., Spring Festival, Valentine’s Day, International Women’s Day) coming up, this is a great feature to boost traffic and sales, especially for fashion brands. 📊 Beyond one-time giftings, brands need to leverage this feature to ENHANCE CRM operations. By collecting key consumer data (e.g., demographics, preferences, purchase history), brands can enable better-targeted communication and personalized offers in the future to drive retention. 🧩 Brands can also better synergize CONTENT-TO-COMMERCE across WeChat touchpoints - enhancing personalized clienteling and promotions through WeCom, Channels videos, WeChat Stores, Mini Programs, Official Accounts... - to effectively drive users from awareness to conversion. ⛔️ Despite the potential, the new gifting feature is currently ONLY available on WeChat Stores, while most luxury brands are using customized Mini Programs (MPs) as their primary e-Commerce platform.  So hopefully, WeChat will develop specific APIs to allow brands to integrate the gifting feature with their MPs in the future, fostering stronger emotional connections and more sales opportunities. What do you think – Is WeChat’s new Gifting function a good boost for the holiday season? Thanks to LADYMAX and 艾媒咨询集团 for the insightful update. #WeChat #Gifting #Luxury #China #ECommerce