The challenge
Customer Case Study
Redefining the online customer experience without losing the soul of Maison Kitsuné
Our Impact
6.7
The visitors who used Fitle make significantly more purchases
-7.3
The visitors who used Fitle are less likely to abandon their cart
33
Percentage of revenue generated after a size recommendation
The brand
Founded in 2002 by Gildas Loaëc and Masaya Kuroki, the Franco-Japanese brand Maison Kitsuné offers a unique Art de Vivre through its music label (Kitsuné Musique), its ready-to-wear collections (Maison Kitsuné), and its cafés (Café Kitsuné). It's an entire environment that enhances a brand, a concept, and maintains a fanbase that continues to grow in France and abroad.
“We wanted to build a company that reflects our Art de Vivre: Kitsuné is above all a story of passions, ambitions, and a desire to undertake”
Gildas LoaëcCo-fondateur de Maison Kitsuné
The project
With a growing reputation, Maison Kitsuné had to rely on e-commerce to satisfy its fans and expand its influence.
The digital channel needed to offer a level of service comparable to in-store assistance. It is also unthinkable for a product from such a brand to not be perfect upon delivery. Or worse, for the customer to experience the frustration of a highly desired product arriving in the wrong size…
Constraints
E-commerce also has its pitfalls that can hinder commercial and financial performance: sometimes stagnant conversion rates, cart abandonment, returns that eat into margins, a customer experience far from the in-store experience, etc…
A context made even more demanding as, unlike fast fashion, the premium segment of Maison Kitsuné places great importance on the quality of products, service, and customer experience.
The results
Thanks to Fitle, Maison Kitsuné has experienced a significant improvement in its KPIs such as:
Conversion rate x 6.7
Cart abandonment – 7.3%
Share of revenue with Fitle +33%
Rating of 4.7/5 based on 8 150 reviews
The users of Fitle at Maison Kitsuné give an average rating of 4.7/5, highlighting the accuracy of size recommendations and the improvement in their online shopping experience
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