SurveysJul 16, 2025
Signet Jewelers Falls Lower on NRF’s ‘Top 100’ Retailers ListThe middle class is changing its approach to buying jewelry and affordable luxury goods, the NRF said.
OtherAug 05, 2016
Five retailers on redefining the customer experience
Offering shoppers a unique experience and one-of-a-kind jewelry were among the pieces of advice offered during one panel discussion at the WJA’s In the Know conference, held Wednesday afternoon in New York.
At the Women’s Jewelry Association’s In The Know conference on Wednesday, five retailers gave advice on how to do so during a panel called “Close to the Consumer: How Retailers are Reinventing Themselves.”
Moderated by Orit (who doesn’t use a last name) of graphic design firm The O Group, the discussion had five panelists: Cathy Fischer of Sterling Jewelers, Jennifer Gandia of Greenwich Jewelers, PJ Lynch of the Gem Shopping Network, Annelise Peterson of Net-A-Porter, and Daniella Yacobovsky of BaubleBar.
When asked how customers are evolving and what trends they’re noticing, Fischer noted that the digital age has permanently changed all consumers--they’re dating online, engaging in social media, and shopping on their mobile phones at levels never seen before.
Additionally, in the past few years, Generation Y surpassed the Baby Boomer generation in population. As this younger age group has increasing spending power, it’s a consumer group that decision-makers in the industry need to consider.
“Experience is starting to be valued more than material possessions,” Fischer added, noting that the jewelry industry should find ways to remind consumers that it is offering them an experience of celebrating love and special occasions.
Gandia of Greenwich Jewelers was asked how the store innovates when it comes to the customer experience and keeps things fresh. She said one of the benefits of being a small business is that they can be very nimble.
Gandia, along with her sister Christina Gandia Gambale, decided to implement changes across the store, which was started by their parents, to take it in their own direction. This primarily consisted of emphasizing designer jewelry options.
“I think that the consumer experience is about making (them) feel like you’re on their side,” she said.
Gandia added that while the store does have enhanced offerings like an area for drinks and a gifting budget for employees, who can use it to show appreciation to customers or make up for something that goes wrong, it boils down to developing a personal relationship
with clients and focusing on the customer experience.
The Gem Shopping Network, a multimedia retailer that sells colored gemstones and jewelry 24 hours a day, focuses on differentiating that customer experience to set it apart from other similar sellers such as HSN and QVC.
Lynch said quality is really important for the multimedia retailer. Of all the gems that GSN has, about 90 percent of them are one-of-a-kind, which offers exclusivity to shoppers. They have also invested in representatives to appear on the channel that can “make it a special experience,” he said.
“We enjoy it and have fun with it, and that transmits,” through to the customer who is watching and shopping,” she said.
When asked how Net-a-Porter was keeping itself fresh as a brand while also growing the product base, Annelise Peterson reiterated that for the company, it’s all about the experience for the customer.
About 1 percent of the registered customers on the site drive the business, she said, so it’s up to Net-a-Porter to cater to them and find a way to offer them that brand experience even when they’re gone.
“You can never forget about that customer for one second, because when you do, someone else will pick her up,” she said.
One way the company did this was by offering same-day delivery to customers in the Hamptons last summer by airlifting the deliveries through a partnership with The Standard hotel’s seaplane.
The brand also brings the experience to customers in person through events, and Net-a-Porter even launched its own magazine earlier this year.
When considering which fine jewelry brands they will curate on the site, Peterson noted that it’s not only about the look and quality of the jewelry, but also if the brand is part of a community that they want to tap into.
RELATED CONTENT: Fred Leighton goes online with Net-a-Porter
BaubleBar, which sells costume jewelry online at accessible price points, has evolved greatly in the few years since its launch.
“It’s important that you be very nimble, listen to the customer and look at the data every day,” Yacobovsky said.
The BaubleBar team looks at the data analytics frequently to understand how customers are responding to the site and what needs to be changed. They have added tools that interact with the customer as well, helping gather ideas of which pieces are most popular.
One way the site is reaching out to users in spaces where they already are is by including a widget that pulls in pictures customers are posting to their social media networks to the BaubleBar site, allowing other users to see the pieces styled by their peers. Yacobovsky notes that the conversion rate of sales is much higher in these users who are interacting with the site than those who are not.
“Web 3.0 is now about having a conversation with the customer,” she said.
More on Other
The Latest
FinancialsJul 16, 2025
Richemont’s Jewelry Sales Up 7% in Q1It marks the third consecutive quarter of growth for Cartier, Van Cleef & Arpels, Buccellati, and Vhernier.
WatchesJul 16, 2025
The Top-Selling Rolex Models of the Last 15 Years, According to Bob’s Watches The reseller’s market trends report, based on its sales data, also shows exactly how much Rolex prices have jumped since 2010.
Brought to you by
Investing in the Next Generation of Bench JewelersThe Seymour & Evelyn Holtzman Bench Scholarship from Jewelers of America returns for a second year.
AuctionsJul 16, 2025
Christie’s To Honor Dinh Van With ExhibitionThe auction house will be hosting a retrospective paying tribute to jeweler Jean Dinh Van and his company’s 60th anniversary.
Weekly QuizJul 10, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
IndependentsJul 16, 2025
Clyde Duneier Ushers In Fourth GenerationJake Duneier and Danielle Duneier-Goldberg have stepped into the roles of CEO and president, respectively.
CollectionsJul 15, 2025
Boucheron’s New High Jewelry Calls Attention to Nature’s ImpermanenceThe “Impermanence” collection contemplates nature through the Japanese art of Ikebana (flower arranging) and philosophy of wabi-sabi.
Brought to you by
Jewelers of America is Headed to Las Vegas for JCK 2025The countdown is on for the JCK Las Vegas Show and JA is pulling out all the stops.
MajorsJul 15, 2025
James Avery Expands to 2 More StatesThe Texas-based jewelry retailer has set up shop in Tennessee and Arizona.
Events & AwardsJul 15, 2025
Neiman Marcus Vet Joins Couture as Brand Director Eric Ford will step into the role, bringing with him decades of experience.
IndependentsJul 15, 2025
Ben Bridge Jeweler Acquires Olympic ManufacturingIn addition to improved capabilities, the acquisition will allow the jeweler to offer support to other independent jewelers.
CollectionsJul 15, 2025
Guzema Debuts First Colored Gemstone JewelryThe “Celestial Blue” capsule collection campaign features Olympian Kateryna Sadurska.
MajorsJul 14, 2025
Nanis Opens First StoreThe seasonal store, located in Mykonos, Greece, offers exclusive events, personal styling, and curated experiences.
IndependentsJul 14, 2025
It’s the Summer of Love at Long’s JewelersThe New England jeweler is hosting a bridal event for the month of August.
SourcingJul 14, 2025
Ethical Gem Fair Heads to SeattleThe trade-only event will host its debut fair in the Emerald City later this month.
Events & AwardsJul 11, 2025
The Edge’s Annual Conference Returns in SeptemberIts sessions will focus on inventory strategies, staff performance, retention and acquisition, emerging market trends, and more.
CollectionsJul 11, 2025
Piece of the Week: Miseno’s ‘Arco’ EarringsFor its 10th anniversary, Miseno designed the “Arco” earrings based on the Arco Felice, an arch conceptualized in A.D. 95 in Miseno, Italy.
Policies & IssuesJul 11, 2025
James Avery to Donate $1M to Texas Hill Country Relief EffortsThe jewelry company is one of several contributing to relief efforts in the region after the recent floods.
TrendsJul 11, 2025
Kelly Osbourne’s Engagement Ring Is Sweet as HoneyInspired by fiancé Sid Wilson’s nickname for her, the white and yellow diamond ring features a unique honeycomb design.
CollectionsJul 10, 2025
Penny Preville Celebrates 5 Decades of Jewelry DesignThe brand is marking its 50th anniversary with a limited-edition bangle, high jewelry suites, new collections, and more.
IndependentsJul 10, 2025
Steven Goldfarb to Retire, Close Alvin Goldfarb JewelerGoldfarb said changes in the industry, coupled with his age and the updates needed to modernize his business, drove his decision.
MajorsJul 10, 2025
LVMH Names New Chairman, CEO of the AmericasLongtime LVMH executive Michael Burke has stepped into the role.
Events & AwardsJul 10, 2025
IAC Gold and Diamond Conference Returns to NYC Central topics of next week’s event include climate action, labor rights, artisan preservation, and value retention in producing countries.
MajorsJul 10, 2025
Hearts On Fire Appoints New Sales DirectorVickie Rokkos has joined the jewelry company as its new national sales director of North America.
SurveysJul 09, 2025
Jewelry Stays Strong as Luxury Market Slows, Bain & Co. Says Turbulence will be the new baseline for luxury as it faces its biggest potential setbacks in 15 years, a recent report said.
Supplier BulletinJul 09, 2025
JCK Unwrapped: Trends, Insights & Post-Show TipsSponsored by Rio Grande Jewelry Supply
CollectionsJul 09, 2025
Cece Jewellery’s New Fruit Jewels Celebrate Life’s SweetnessThe “For the Love of Fruits” collection features five fruit pendants, each holding a different meaning.
