The “Tiffany Céleste” collection reimagines designer Jean Schlumberger’s interpretations of the universe.
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.
“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.”
The Latest
The brand also created a 100-carat lab-grown diamond necklace in honor of its centennial.
Tim Schlick has been promoted from his previous position as COO.
Meet Ben Claus—grand prize winner of For the Love of Jewelers 2023 Fall Design Challenge.
It’s the second year for the event, slated to take place in October in Toronto.
Supplier Spotlight Sponsored by GIA
Sales will be paused while the relocation takes place over the next few months.
With Ho Brothers, you can unlock your brand's true potential and offer customers the personalized jewelry experiences they desire.
“SIS x MISA Denim and Diamonds” is a collaboration between the designer and celebrity stylist Misa Hylton.
The retailer is moving to a newly designed space in the same shopping center.
Gifts that are unique and thoughtful are top of mind this year, according to the annual survey.
The necklace is featured in the brand’s “Rebel Heart” campaign starring Adam Levine and Behati Prinsloo.
The two organizations will host a joint event, “Converge,” in September 2025.
Big changes appear to be on the horizon for the diamond miner and its parent company, Anglo American.
Padis succeeds Lisa Bridge, marking the first time the organization has had two women board presidents in a row.
Jesse Cole, founder of Fans First Entertainment, shared the “five Es” of building a fan base during his AGS Conclave keynote.
The Royal Oak Perpetual Calendar "John Mayer" was celebrated at a star-studded party in LA last week.
The announcement came as the company reported a 23 percent drop in production in Q1.
The three-time Pro Bowler continues to partner with the retailer, donating to a Detroit nonprofit and giving watches to fans.
A double-digit drop in the number of in-store crimes was offset by a jump in off-premises attacks, JSA’s 2023 crime report shows.
Inspired by the Roman goddess of love, the designer looked to the sea for her new collection.
The luxury titan posted declining sales, weighed down by Gucci’s poor performance.
The selected nine organizations have outlined their plans for the funds.
The mining company’s Diavik Diamond Mine lost four employees in a plane crash in January.
The crown introduced a dozen timepieces in Geneva, including a heavy metal version of its deep-sea divers’ watch.
Emmanuel Raheb recommends digging into demographic data, customizing your store’s communications, and retargeting ahead of May 12.
Located in the town of Queensbury, it features a dedicated bridal section and a Gabriel & Co. store-in-store.