Diamond Exchange

Refining the
customer experience
to build trust


Mission: Empower couples to express their undying devotion through timeless, exquisitely crafted diamond jewellery.


Build Consumer Trust and Loyalty

Faced with the significant challenge of convincing their customers to purchase online in what is a high-stakes and competitive retail space, Diamond Exchange needed to elevate their brand positioning and mature their customer experience through an extensive ecommerce store redesign, and free up resources in order to focus on building an enduring cross-channel customer journey.


Customer Experience. Done Better.

With Diamond Exchange, RANDEM mapped out a complete end-to-end customer experience and designed a beautiful, powerful but deceptively simple online “design-your-own” jewellery application that properly leverages the extensive educational content and guides that Diamond Exchange is known for. We then built and embedded this entirely custom application into a brand-new store on BigCommerce, a best-in-class SaaS ecommerce platform that helps online businesses grow faster in order to enable the business to scale and realise efficiency improvements in administration, fulfilment and marketing. Finally, we developed a service model making creative use of online chat resources to offer a virtual concierge for the discerning diamond ring buyer.

The Outcome?

0.07% > 0.24%


Customers for Life

With their new website and end-to-end customer experience including a brand new physical welcome centre, Diamond Exchange has gained the capability to quickly gain trust and progressively build life-long brand loyalty from their customers.

What does Diamond Exchange say?

"In rebuilding our site RANDEM have streamlined and simplified complex processes, improved customer engagement and dramatically reduced our ongoing costs."

Want to know more?

If you'd like to hear more about our work, including an in depth case study for this client when it’s released, sign up to our mailing list below

Sign Up Now