Events & AwardsDec 20, 2024
Two Participants Complete Inaugural Ella Klein InternshipJamie Dunton and Gabriella Botelho are the first graduates of the program, created by the WJA Foundation and Julius Klein Diamonds.
TechnologyFeb 28, 2019
What the Brands with the Highest Digital ‘IQ’ Do Right
According to Gartner L2, the most digitally savvy watch and jewelry brands are investing in customer-focused features.
New York—Gartner L2 has released its “Digital IQ Index” for watches and jewelry, its annual report that ranks the online effectiveness of the world’s most well-known brands.
For the report, the New York-based research firm measured more than 1,250 data points around site and e-commerce, digital marketing, social media, and mobile, to rate the digital competency of 83 watch and jewelry brands.
The brands that made it to the top of the list all had one thing in common—investing in their online presence—though, overall, the industry continues to lag online, the report concludes.
“Digital competence in the watches and jewelry sector remains low, allowing digitally native newcomers, pre-owned and gray market sites, and retailers to outperform older brands on key digital touchpoints like search and site experience,” Gartner L2 said in its report.
The cream-of-the-crop brands made investments in website design, product imagery, live chat customer service, and other features to improve the shopping experience and sharpen their competitive edge.
Here are the top 10, as ranked by Gartner L2.
1) Cartier
Topping the list is Cartier, which has made significant investments in its omnichannel capabilities and was also a top five investor in digital advertising this year, according to Gartner L2. Although slow to make use of Instagram’s Story feature, Cartier is strong on engagement, with more than 8 million followers.
2) Tiffany & Co.
In the No. 2 spot sits Tiffany & Co with its improved website, including 360-degree product views and videos, as well as an integrated appointment booking feature. The iconic American jeweler is a leader in YouTube pre-video ads and boasts a substantial social media presence.
3) Bulgari
Bulgari snagged a spot in the top three after amping up its website, including adding more product imagery and offering a live chat feature during checkout. Its video advertising campaign for “To B or not to B,” combined with its strong Instagram Stories engagement, boosted the brand as well.
4) Pandora
Pandora came in fourth place after enhancing its on-site experience, including keyword search and visual filters, and also has the largest email list of the brands in Gartner L2’s study. The company’s push for mobile web advertising during holidays, like Mother’s Day and Valentine’s Day, as well as its Instagram collaboration with Disney were particularly successful.
5) Swarovski
Swarovski’s sleek, easy-to-navigate website, complete with a detailed store locator to encourage in-store visits, garnered it the fifth spot. The brand’s collaboration with model Karlie Kloss led
to massive YouTube viewership and the study touted its strong engagement on Instagram.
TAG Heuer came in sixth place after increasing its investments in display advertising and stepped up its social media game, specifically YouTube. The watch company was also the only brand in the study that offered same-day shipping.
7) Alex and Ani
Alex and Ani, known for its signature bangles, found its way to seventh place via its product quizzes, which tell users about their “soul number,” “power animal,” and “personal blueprint.” Besides its quirky quizzes, Gartner L2’s study noted the brand’s use of showcase ads and its “strong visibility on unbranded search.”
8) David Yurman
David Yurman used a variety of tactics to snag the eighth spot, but its appointment booking feature stood out, driving its in-store traffic. Gartner L2’s study also highlighted its one-page checkout and its free expedited shipping.
9) Kendra Scott
Kendra Scott’s savvy use of social media brought the brand to ninth place. The study notes that the brand was an early adopter of shoppable Instagram Stories, adding in fun graphics and product giveaways to boost engagement.
10) Van Cleef & Arpels
Van Cleef & Arpels landed in the 10th spot with its easy-to-shop site, with notable live chat and appointment booking features. The study also highlighted the brand’s high email open rates.
Tips and Tricks from Analysts
Gartner analysts recommend prioritizing the customer experience when designing websites, including adding features like live chat and mobile-friendly checkout.
“Functionality that consumers need for basic product research remains unfulfilled by many brand sites, requiring consumers to instead look on third parties, which leads to site bounce,” said the report.
Search is one of the most important tools when consumers look to purchase online, especially in a high-consideration and high-price sector.
“Paid investment on search is key to defend top-of-page territory, set price expectations, and divert traffic away from second-hand retail threats,” according to the report.
Analysts also suggest diversifying content across social media networks, noting that educational content works for Instagram Stories while YouTube reviews are beneficial for driving traffic to the site.
RELATED CONTENT: I’m Your Store’s Online Secret Shopper6) TAG Heuer
TAG Heuer came in sixth place after increasing its investments in display advertising and stepped up its social media game, specifically YouTube. The watch company was also the only brand in the study that offered same-day shipping.
7) Alex and Ani
Alex and Ani, known for its signature bangles, found its way to seventh place via its product quizzes, which tell users about their “soul number,” “power animal,” and “personal blueprint.” Besides its quirky quizzes, Gartner L2’s study noted the brand’s use of showcase ads and its “strong visibility on unbranded search.”
8) David Yurman
David Yurman used a variety of tactics to snag the eighth spot, but its appointment booking feature stood out, driving its in-store traffic. Gartner L2’s study also highlighted its one-page checkout and its free expedited shipping.
9) Kendra Scott
Kendra Scott’s savvy use of social media brought the brand to ninth place. The study notes that the brand was an early adopter of shoppable Instagram Stories, adding in fun graphics and product giveaways to boost engagement.
10) Van Cleef & Arpels
Van Cleef & Arpels landed in the 10th spot with its easy-to-shop site, with notable live chat and appointment booking features. The study also highlighted the brand’s high email open rates.
Tips and Tricks from Analysts
Gartner analysts recommend prioritizing the customer experience when designing websites, including adding features like live chat and mobile-friendly checkout.
“Functionality that consumers need for basic product research remains unfulfilled by many brand sites, requiring consumers to instead look on third parties, which leads to site bounce,” said the report.
Search is one of the most important tools when consumers look to purchase online, especially in a high-consideration and high-price sector.
“Paid investment on search is key to defend top-of-page territory, set price expectations, and divert traffic away from second-hand retail threats,” according to the report.
Analysts also suggest diversifying content across social media networks, noting that educational content works for Instagram Stories while YouTube reviews are beneficial for driving traffic to the site.
More on Technology
The Latest
CollectionsDec 20, 2024
Piece of the Week: Retrouvaí’s Ring for CharityIn the spirit of giving, Retrouvaí will donate $4,000 from the sale of this ring to the Los Angeles Regional Food Bank.
IndependentsDec 19, 2024
Michigan’s DeVries Jewelers Unveils New Location in Time for the HolidaysCo-owner Dan DeVries shared what it’s like moving into a space triple the size of its old store and how it feels to be a “real jeweler” now.
Brought to you by
De Beers Group Launches Holiday Campaign for Natural Diamonds‘Forever Present’ campaign revives the iconic A Diamond is Forever tagline and celebrates the diamond dream.
CollectionsDec 19, 2024
State Property Transforms Spain’s Generalife Gardens into JewelryAlong with the latest “Gardens” collection, the brand has released limited-edition designs offering more indulgent pieces.
Weekly QuizDec 19, 2024
This Week’s QuizTest your jewelry news knowledge by answering these questions.
CrimeDec 19, 2024
Alleged Jewelry Thieves Attempt Rowboat EscapeThe man and woman are accused of stealing jewelry from a shipping container then trying to flee by paddling a small boat out into a bay.
SourcingDec 19, 2024
The Second-Largest Diamond Ever Found Now Has a Name The 2,488-carat diamond recovered from a mine in Botswana has been dubbed “Motswedi” while its 1,094-carat sibling is “Seriti.”
Brought to you by
Advocacy and Excellence: How Jewelers of America Is Committed to Elevating Our Industry For over a century, Jewelers of America has been the voice of the industry and valuable resource to jewelers across the country.
SourcingDec 19, 2024
Gemfields Reports Record Ruby Auction Results Despite Challenges at SourceThe average price per carat hit a record high for the miner, which said it remains unaffected by the conflict in Mozambique.
AuctionsDec 18, 2024
Alexandrite Ring Sells for Record-Setting $1.9M at Sotheby’sThe nearly 17-carat stone made history for the color-change gem that, according to the auction house, is experiencing a “notable surge” in the market.
WatchesDec 18, 2024
Historic Titanic Pocket Watch Winds Its Way Back to Tiffany & Co. More than a century after survivors gifted a Tiffany timepiece to the captain of the ship that rescued them, the jeweler has reclaimed it.
IndependentsDec 18, 2024
Industry Veteran Steve Feldman Set to RetireFeldman reflected on 45 years in the jewelry industry and clarified that it’s not a total retirement.
Events & AwardsDec 17, 2024
Chanel to Receive Gem Award for High Jewelry ExcellenceThe luxury brand is being honored for excellence in high jewelry design in its “Haute Joaillerie Sport” collection.
SourcingDec 17, 2024
Frank Circelli, Founder of Gem Shopping Network, Dies at 75Circelli was a pioneer in the world of TV shopping who is remembered for his passion for gemstones and his big personality.
AuctionsDec 17, 2024
Blue Diamond Fetches $8.8M at Christie’sThe nearly 6-carat stone headlined the recent jewelry auction, which also featured Mica Ertegun’s jewelry.
CrimeDec 17, 2024
‘Black Bin Crew’ Robbers Get 14-16 Years in Prison The three men, who got their nickname because they’d toss the jewelry they stole into black plastic bins, were arrested back in August.
TrendsDec 16, 2024
Marion Fasel’s New Book Delves Into the History of Engagement Rings“The History of Diamond Engagement Rings: A True Romance” is a 128-page small-format book containing more than 165 images.
WatchesDec 16, 2024
Take a Look Inside the New Rolex Boutique on Rodeo DriveGearys opened a 6,200-square-foot Rolex store with a design that pays homage to the brand’s connection to the ocean.
GradingDec 16, 2024
GCAL By Sarine Expands 8X to 2 More Fancy Shapes The diamond cut grade is now available for marquise- and pear-shaped diamonds.
SourcingDec 16, 2024
Diamonds Do Good Announces 2025 Award RecipientsDDG said the honorees’ business practices embody a commitment to positive social impact, industry innovation, and community empowerment.
TrendsDec 13, 2024
Selena Gomez Said ‘Forever Begins Now’ to Marquise Diamond Engagement RingEstimates on the size and value of the solitaire diamond, which is mounted on a diamond pavé-set yellow gold band, vary.
TrendsDec 13, 2024
Piece of the Week: Martin Katz’s Tanzanite Drops These half-moon tanzanite earrings totaling 25 carats are part of a special trunk show taking place this weekend in Dallas.
Recorded WebinarsDec 13, 2024
Watch: The Highs and Lows of 2024The National Jeweler editors recap the top news, the best jewels, and their favorite stories of the year.
AuctionsDec 12, 2024
Tom Brady’s Watches Top $4M at Sotheby’s AuctionThe highest-grossing lot of the sale was the retired QB’s Rolex Paul Newman Daytona “John Player Special.”
SourcingDec 12, 2024
Grizzly Emerald Auction Garners $22.4MRecent expansion initiatives at the Zambian emerald mine have shown strong production numbers, said Grizzly founder Abdoulaye Ndiaye.
MajorsDec 12, 2024
Mark Henry Appoints New Director of SalesCarrie Forman joins the brand to guide it into the next phase of growth with major and independent retailers in the U.S. and abroad.
SourcingDec 12, 2024
De Beers Announces 2024 ‘Shining Light’ Award WinnersThe competition awarded 12 designers, each from a country where De Beers recovers diamonds, with business support and tuition assistance.
