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  • September 2020 (Revised February 2021)
  • Case
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Zameer Kassam Fine Jewelry: Engaging Clients

By: Ryan W. Buell and Amy Klopfenstein
  • Format:Print
  • | Language:English
  • | Pages:31
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Abstract

Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by social-distancing guidelines with the advent of the COVID-19 pandemic in early 2020, Zameer Kassam and his team had been forced to take many facets of the business online. Although clients still seemed delighted by their rings, Kassam wondered what might be being lost for his clients and employees in this new virtual medium. On the other hand, perhaps there were aspects of the process that could be improved through online delivery? Such a transition could represent an opportunity to grow the business.

Keywords

Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry

Citation

Buell, Ryan W., and Amy Klopfenstein. "Zameer Kassam Fine Jewelry: Engaging Clients." Harvard Business School Case 621-043, September 2020. (Revised February 2021.)
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About The Author

Ryan W. Buell

Technology and Operations Management
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Related Work

    • September 2020 (Revised February 2021)
    • Faculty Research

    Zameer Kassam Fine Jewelry: Engaging Clients

    By: Ryan W. Buell and Amy Klopfenstein
Related Work
  • Zameer Kassam Fine Jewelry: Engaging Clients By: Ryan W. Buell and Amy Klopfenstein
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