MajorsSep 10, 2025
24 Karat Club of New York’s Banquet to Return to Waldorf AstoriaThe Waldorf Astoria New York’s grand reopening this past summer means a homecoming for the industry group’s annual event.
TechnologyApr 06, 2017
How John Hardy is Stepping Up Its Omnichannel Game
The brand is using a new technology called Hero, which connects e-commerce customers to in-store associates.
New York--Capturing the consumer in the digital space is no longer just about making sure you have a web presence. These days, it’s increasingly important for retailers and brands to find a way to create one seamless experience among their brick-and-mortar stores, website and customers’ mobile devices.
Jewelry brand John Hardy is using a new technology that will virtually bring its e-commerce customers into the stores, so to speak.
The brand is working with Hero, an app that connects in-store retail associates with e-commerce customers through messaging, photos, videos and live video streaming.
Hero has been present in the European market for a few months now, where they’re seeing jewelry, apparel and homeware as the major categories employing the app, founder and CEO Adam Levene said.
Hero is new to the U.S. market and is launching here through this partnership with John Hardy.
The app connects e-commerce customers who might need assistance in real time to an associate in a boutique who has the product knowledge, is surrounded by the product and can take photos and videos, Levene said.
For store associates, Hero operates through an app on their smartphone.
When asked about how the app takes into account a store’s busy hours or associates’ unavailability, Levene compared it to Uber, in that it can be turned on and off from any associate based on whether or not they can help customers via Hero at the time.
From the consumer end, it’s as easy to use as accessing the store’s website. If an associate is available, Hero will be an option for them to connect while they’re on the site.
“We’re (also) doing some things behind the scenes as well where we’re able to detect busiest times on the website, and we can start to make smarter recommendations to the times during which associates should be available,” Levene said.
When asked how much it costs for retailers to use Hero, Levene said pricing depends on the number of stores, associates and volume of internet traffic but also metrics such as conversion rates of online sales.
John Hardy is launching Hero in all of its stores, starting with Houston and New York and extending to Los Angeles, as well as a possible international expansion for the brand to allow for access to associates no matter the time zone.
The brand said when it started using Hero, it saw quick results.
According to Audrey Yu, the company’s vice president of global digital, they saw a 10 percent increase in the number of sales online using Hero and a 44 percent increase in average order value.
“Hero has created something very special at a time when retailers, especially in the luxury space, are needing to champion innovative ways to bring the brand experience and high-touch service to where the clients are--online,” she said.
The results might not be surprising to anyone who’s been keeping up with the studies and stories of late emphasizing how important an omnichannel approach is for retail and how consumers tend to spend more when given more touch points with which to interact during the sales process.
Technology like Hero not only offers the opportunity to provide the same level of customer service online that a client would have in the store but also gives associates another chance to engage with clients.
Levene said they have found that the customer experience is best when the associates are not only very knowledgeable but also incentivized.
“We know that associates often see the dot-com site as a threat because they see the traffic of consumers is migrating from the brick-and-mortar store to online,” Levene said. “With Hero, the associates see the dot-com site as another opportunity.”
“Hero has created something very special at a time when retailers, especially in the luxury space, are needing to champion innovative ways to bring the brand experience and high-touch service to where the clients are--online,” she said.
The results might not be surprising to anyone who’s been keeping up with the studies and stories of late emphasizing how important an omnichannel approach is for retail and how consumers tend to spend more when given more touch points with which to interact during the sales process.
Technology like Hero not only offers the opportunity to provide the same level of customer service online that a client would have in the store but also gives associates another chance to engage with clients.
Levene said they have found that the customer experience is best when the associates are not only very knowledgeable but also incentivized.
“We know that associates often see the dot-com site as a threat because they see the traffic of consumers is migrating from the brick-and-mortar store to online,” Levene said. “With Hero, the associates see the dot-com site as another opportunity.”
More on Technology
The Latest
SourcingSep 09, 2025
Anglo American to Merge With Canadian Copper Miner Anglo plans to merge with Teck Resources Ltd. to form Anglo Teck. The deal changes nothing about its plans to offload De Beers.
AuctionsSep 09, 2025
‘The Mellon Blue’ to Return to Auction, This Time at Christie’s The 9.51-carat fancy vivid blue diamond, which set two world auction records at Sotheby’s in 2014, is estimated to fetch up to $30 million.
Brought to you by
reDollar.com Is Rolling Out the Next Level Jewelry, Diamond & Watch Consignment ProgramWith their unmatched services and low fees, reDollar.com is challenging some big names in the online consignment world.
AuctionsSep 09, 2025
Phillips Names Dianne Batista Head of Jewels, New YorkThe industry veteran joins the auction house as it looks to solidify its footprint in the jewelry market.
Weekly QuizSep 04, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
MajorsSep 09, 2025
MJSA Education Foundation Announces 2025 Scholarship WinnersThe nonprofit awarded four students pursuing a professional career in jewelry making and design with $2,250 each.
IndependentsSep 08, 2025
Take a Look Inside the New Korman Store in AustinThe Texas-based jeweler has also undergone a brand refresh, debuting a new website and logo.
Brought to you by
Rallying Call for the Jewelry Industry on Tariffs and Other Key IssuesJewelers of America is leading the charge to protect the industry amidst rising economic threats.
MajorsSep 08, 2025
MJSA Is Officially Now Under JA’s UmbrellaThe two organizations have finalized and signed the affiliation agreement announced in May.
AuctionsSep 08, 2025
Sotheby’s To Auction ‘Exceptional’ Collection of JAR, Suzanne Belperron JewelsThe single-owner sale will headline Sotheby's inaugural jewelry auction at the Breuer building, its new global headquarters, this December.
Events & AwardsSep 08, 2025
27 Can’t-Miss Converge Sessions, Events From sunrise yoga to tariffs talks, these are some events to check out at the upcoming inaugural event.
ColumnistsSep 05, 2025
Peter Smith: A Lasting Lesson From Maurice Tempelsman Smith recalls a bit of wisdom the industry leader, who died last week, shared at a diamond conference years ago.
CollectionsSep 05, 2025
Piece of the Week: Jamie Turner’s ‘Victoria’ Necklace The “Victoria” necklace features a labradorite hugged by diamond accents in 18-karat yellow gold.
Policies & IssuesSep 05, 2025
Trump Takes Tariffs Case to the Supreme Court Two lower courts have moved to block the import taxes, which will remain in place as the legal battle continues.
WatchesSep 05, 2025
Patrick Mahomes Is the New Hublot Brand AmbassadorThe Kansas City Chiefs quarterback shares Hublot’s dedication to pursuing greatness, the Swiss watchmaker said.
SourcingSep 04, 2025
Lucara Unveils Unusual 37-Carat Pink DiamondThe Type IIa stone, recovered from Botswana’s Karowe diamond mine last month, features unique coloration.
WatchesSep 04, 2025
Breitling Takes Its NFL Game to the Next Level Breitling is now the NFL’s official timepiece partner, a move that puts the brand in front of the millions of Americans who watch football.
Events & AwardsSep 04, 2025
The NYC Jewelry, Antique, & Object Show Returns in NovemberNYCJAOS is set for Nov. 21-23 in New York City’s Chelsea neighborhood.
SourcingSep 03, 2025
Gemfields Confirms Completion of Fabergé SaleU.S.-based investment company SMG Capital LLC is the new owner of the luxury brand.
MajorsSep 03, 2025
These Are the Nearly 300 Claire’s Stores Set to CloseA new court filing details the locations of the stores that will close, as well as the 830 that will remain open.
MajorsSep 03, 2025
Stuller Releases 2 New Catalogs The new catalogs are “Tools, Equipment, & Metals” and “Findings & Metals.”
TrendsSep 03, 2025
Amanda’s Style File: A Perfect BirthstoneSapphire’s variety of colors make it the perfect birthstone for September.
FinancialsSep 02, 2025
Lab-Grown Diamonds, Lower-Priced Fashion Jewelry Drive Signet Jewelers’ Q2 SalesThe retailer has raised its guidance after seeing total sales increase 3 percent in the second quarter, beating expectations.
MajorsSep 02, 2025
Birks CEO Jean-Christophe Bédos Steps DownNiccolò Rossi di Montelera, executive chairman of the board, was appointed as interim CEO.
MajorsSep 02, 2025
Harry Winston Opens Its Largest Flagship in JapanThe three-floor space also features the jeweler’s largest VIP salon in Japan and offers an exclusive diamond pendant.
CollectionsSep 02, 2025
Stephanie Gottlieb Debuts Silver Designs in ‘All Hours’ CollabThe collection is a collaboration between Stephanie Gottlieb Fine Jewelry and Oak and Luna, focusing on understated essentials.
