Unlock the full potential in China for your luxury or premium brand, with localized digital strategies that spark engagement with Chinese consumers, ensure compliance, and fuel sustainable growth.
Increased Revenue Growth in China
Stronger Brand Equity in China
Hyper-Personalized Customer Engagement
Higher Customer Lifetime Value
Increased Foot Traffic Across Touchpoints
Secure and Compliant Digital Operations
Key Luxury Chinese Consumer Profiles
Top-Tier Clients (VIC / VVIC)
- VICs and VVICs account for just 6% of customers, yet they generate 86% of the total luxury revenue in China.
- They expect exclusivity, privacy, and dedicated clienteling with seamless recognition across boutiques, WeCom, and private events.
High-Value Loyal Customers
- These are repeat purchasers who drive stable revenue and long-term loyalty, particularly in Tier 1 and Tier 2 cities.
- They want consistent CRM-driven personalization, proactive clienteling, and meaningful recognition across touchpoints.
Aspirational or One-Time Purchasers
- This cohort drives awareness and trial despite market headwinds and accounts for a large portion of CRM members.
- They want brand justification, social proof, and storytelling that help transform casual interest into purchase.
High-Intent Prospects
- High-intent prospects have not yet purchased but show strong signals.
- These prospects are usually managed through marketing automation, retargeting, and content funnels.
The Challenges: Why Many Global Luxury & Premium Brands Struggle to Reach, Convert, and Retain Chinese Customers
1. Limited Understanding
Many lack a clear understanding of China’s unique digital ecosystem and user behaviors, leading to misaligned strategies and missed opportunities for meaningful engagement.
2. Data Compliance and PIPL Constraints
Strict data regulations in China, particularly under PIPL, create complexity around customer data usage and cross-border transfers, limiting global visibility and CRM effectiveness.
3. Platform And Technology Fragmentation
The fragmented and highly localized China tech landscape makes it difficult for brands to select and integrate the right platforms and vendors.
4. High-Value Client Engagement Challenges
Without localized and personalized clienteling, loyalty, and CRM strategies, many brands struggle to build trusted, long-term relationships with top-tier and high-value clients.
Understanding the Distinct Chinese Luxury Customer Journey
To effectively engage Chinese consumers, luxury and premium brands must understand the local customer journey and connect with them across their preferred channels. Chinese luxury consumers often:
Awareness
- Discover brands through social platforms such as Xiaohongshu and WeChat, eCommerce platforms like Tmall, and offline billboards
- Engage with KOLs, Key Opinion Sales (KOS), and celebrity content
Interest
- Consume deeper brand and product content across public domains, such as Xiaohongshu Mini Programs, and private domains within the WeChat ecosystem (Official Accounts, Channels, and Mini Programs)
- Begin interacting with Sales Associates (SAs) through WeCom, where they deliver personalized clienteling
Consideration
- Engage across both online and offline touchpoints, including WeChat Mini Programs, boutiques, private events, and showrooms.
- Continue engaging with SAs via WeCom, receiving tailored recommendations
- Evaluate brand and product factors such as price, quality, design, reputation, and availability
Conversion
- Complete purchases through WeChat Mini Programs, Xiaohongshu Mini Programs, in-store, on Tmall, or through WeCom (orders placed by SAs)
- Use local payment methods such as WeChat Pay, Alipay
- Be influenced by loyalty programs, incentives
Advocacy
- Share feedback, reviews, and content on social platforms like Xiaohongshu
- Enjoy personalized after-sales care and ongoing connection with the SAs on WeCom, with access to special campaigns and exclusive event invitations
How We Help
A Greater China Agency of the Year by Campaign Asia
Top Digital Transformation Company in China 2026
End-to-End Strategy Consulting & Execution
Leverage our dual expertise in both strategy consulting and technical delivery — from solution selection and system design to integration, deployment, and change management — to build your short- and long-term China digital roadmaps.
China Data Compliance Advisory
Navigate China’s regulatory landscape with expert guidance on China data flow architecture and compliant cross-border data transfers to global HQ systems, while ensuring integration across local business systems and customer touchpoints.
Collaborate Globally, Execute Locally
Partner with ITC’s multilingual experts based across China, Vietnam, and Singapore to ensure seamless cross-border delivery for global luxury headquarters and China/APAC teams, enabling smooth collaboration with Chinese, regional, and international stakeholders.
Services We Offer
Pillar 1: Customer Experience
Omnichannel Experience Audit
Assess all online and offline touchpoints throughout the luxury customer journey in China to ensure accessible, seamless experiences.
Digital Go-To-Market Strategy
Develop and implement targeted digital strategies to effectively launch and promote luxury brands, specifically tailored to Chinese audiences.
Customer Relationship Management (CRM)
Centralize and manage prospects and client data to improve engagement and loyalty across all luxury brand touchpoints, supported by both global and China-specific CRM solutions.
Other CRM Solutions
Customer Data Platform (CDP)
Integrate customer data from multiple sources (public traffic, private traffic, offline) to enable personalized, data-driven outreach, with localized solutions for China.
Marketing Automation & Social CRM
Streamline and automate customer interactions across key touchpoints, with a strong focus on WeChat Official Accounts, to increase engagement and conversion.
WeCom & Clienteling
Leverage WeCom as a professional clienteling tool to deliver highly personalized communication with Chinese clients on WeChat, boosting marketing effectiveness by up to 40x.
Loyalty Program Strategy
Develop tailored loyalty frameworks that engage customers, encourage repeat purchases, and build long-term loyalty for both local and international audiences.
Digital Merchandising & Product Experience
Design and optimize digital product presentation and merchandising strategies across key eCommerce platforms in China to drive compelling storytelling and conversion impact.
Data Governance & Compliance
Ensure all data practices meet China and global regulatory standards and protect customer information across platforms and borders.
Cybersecurity & Risk Management
Safeguard your systems and data with robust security measures and proactive risk management.
MarTech Operations Management
Oversee and optimize marketing and customer technologies (e.g., CRM, CDP, Social CRM, WeCom, loyalty engine) to support efficient, compliant operations across the entire luxury brand ecosystem.
Pillar 2: Technology Enablement
End-to-End Development
Design, build, and launch secure digital platforms and tools (including global and Chinese websites and WeChat Mini Programs) to seamlessly promote passenger services and information.
Landing Page
WeChat Mini Program
WeCom Mini Program
Native App (iOS/Android)
SaaS Platform
Internal Tool & Dashboard
E-Commerce
Build high-performing, user-centric e-commerce experiences across WeChat Mini Programs, websites, and apps to maximize conversion.
Salesforce Commerce Cloud
Shopify
Content Management System (CMS)
Build and manage content-driven digital platforms (Mini Programs, websites, apps) for secure, efficient content publishing and updates.
WordPress
Loyalty Program
Design and develop luxury loyalty programs that support member engagement, repeat purchases, and long-term customer relationships across digital and offline touchpoints.
Other Custom Development
Create tailored digital solutions to address unique needs and operational challenges.
Laravel
System Integrations
Plan and design data flows connecting core systems (PMS, POS, CRM, CDP, loyalty, Social CRM) with digital channels to enable operations.
DevOps & Infrastructure Management
Oversee and optimize digital infrastructure to deliver secure, reliable, and scalable operations.
Pillar 3: Experience Design
UX/UI Research & Strategy
Identify user needs and map end-to-end journeys to design digital experiences tailored to each target market.
UX/UI Design
Design intuitive and accessible interfaces to ensure effective digital solutions for both customer-facing and internal use.
Pillar 4: Talent Augmentation
Specialized Headhunting
Source and recruit top digital transformation talent for luxury brands, including CIOs, CDOs, CTOs, IT Directors, and Heads of Digital Services.
Full-Cycle Talent Recruitment & Management
Manage recruitment and staffing for digital transformation projects, from hiring to onboarding and ongoing support.
Considerations for Different Luxury Sectors
Beauty
- High-frequency, fast repurchase category with large customer databases and promotion-driven dynamics.
- Focus: CRM-driven segmentation, lifecycle activation, and conversion optimization across digital channels.
Fashion
- Lower-frequency, high-consideration purchases with strong emphasis on brand image and controlled pricing.
- Focus: Brand storytelling, clienteling enablement, and VIP engagement strategies.
Watches & Jewelry
- Ultra-high-value, low-frequency purchases with long decision cycles and strong offline influence.
- Focus: Relationship-led journeys, expert consultation, and long-term client value management.
Impact We Deliver
End-to-End Digital Transformation in China for Moschino
Discover the formation of a tailored 3-year digital transformation roadmap in China for Moschino to significantly increase brand sales and resonance in China, empower online and offline sales, and drive customer retention.
Elevating Luxury CRM Strategy in China with Salesforce on Alibaba Cloud
Discover how IT Consultis (ITC) empowered luxury retailers to elevate their CRM strategies in China by integrating Salesforce on Alibaba Cloud (SFOA) with WeCom, enabling compliant, personalized customer engagement and driving growth.
Scaling Luxury Clienteling in China with WeCom for OTB Group
Discover how OTB Group transformed luxury clienteling in China with WeCom, driving seamless customer engagement and boosting sales across Diesel, Marni, Maison Margiela, Jil Sander, and AMIRI.
Hublot Exclusive VIP Shopping Experience on WeChat Mini Program
Discover how the Hublot WeChat Mini Program for exclusive members helped the brand sell its entire catalog of limited editions, vastly raising its revenue gains.
Chelsea Ma
eCommerce & CRM Manager, APAC
MOSCHINO
“China’s nuances necessitate a different approach to customer engagement and communication. We were fortunate to partner with ITC during our digital transformation, which allowed us to leverage the right tools tailored to the Chinese market. This collaboration enabled us to effectively reach our audience and convey the true essence of Moschino in China.”
Thomas Portolano
AVP, Head of Digital Solutions, Products and Client Experience APAC
CHRISTIE’S
“With ITC’s expertise, Christie’s successfully launched WeCom across our organization. Their responsiveness and knowledge of the platform allowed us to build adoption and ownership among our stakeholders. We will have a busy year together in building the next set of features for our clients and internal team.”
Nicolas Morineaux
Chief Executive Officer, China
Galeries Lafayette China
“In just three months, we transformed Galeries Lafayette China into a modern, digitalized solution. This was possible thanks to ITC’s speed and efficiency. Looking beyond this initial phase, we’re excited about future possibilities. Our partnership with ITC has laid a strong foundation, and we are eager to explore opportunities beyond China’s borders.”
