Casey Golden

So what we did is we went into market replacing live chat.

that is on all of the brand's e-commerce stores that's connected to customer support.

Right now, that's a cost center.

And personally, I didn't feel like Zendesk should be on the e-commerce store of Laura Piana.

And so what we did is we flipped that out.

And now you can shop live with a stylist in chat.

They're able to manage customer relationships.

So these sales associates that work in luxury, they're actually all commission sales based.

So they're all commission salespeople and they clientele the same customer over years.

So that goes into, um, I love that you brought up Cartier.

So like, um, yes, you would.

Yes.

Essentially you would be able to, um, talk with an in-store sales associate.

They're going to spoil you.

Um, when you go into a Cartier store, you'd be able to sync and open up your profile.

So right now, most brands, their CRMs don't sync across stores, let alone countries, and they need to manage warranty services.

And so your LTV is not going up when you shop in Milan

LA or New York.

And Cartier actually has a very large franchise business.

So if you're shopping in Dominican Republic, it's not actually owned by Cartier.