Luxury retail and digital management : developing customer experience in a digital world /: developing customer experience in a digital world. ([2020])

• Record Type: Book
• Uniform Title: Luxury retail management
• Further Information: Note: Michel Chevalier, Michel Gutsatz.
• Authors: Chevalier, Michel; Gutsatz, Michel
• Contents: Cover -- Title Page -- Copyright -- Contents -- Foreword -- Introduction -- What Is the Reason for This Revision? -- Change Is Accelerating: The Luxury Customer Is No Longer the Same -- Part I Important Choices in Luxury Distribution -- Chapter 1 The Various Models in Luxury Distribution -- Direct and Indirect Distribution -- Evolution and Perspectives of the Various Types of Sales Outlets -- Advantages and Disadvantages of the Various Distribution Channels -- Chapter 2 Do Luxury Products Still Sell in Stores? -- The Owner Becomes a Retailer as Well Different Situations According to the Different Luxury Segments -- Watch Manufacturers and Niche Perfumers Are Creating Single-Brand Outlets -- The Future of Multi-Brand Stores -- The Special Case of Travel Retail -- Chapter 3 Concept and Design of a Luxury Boutique -- Relaunching a Brand: The Urgency for a New Concept of Boutiques -- The Concept of the Boutique: Applying the Brand's Vision -- Store Formats: Closed or Open? -- Customising Boutiques and Flagships -- Visual Merchandising and the Institutional Image of the Brand -- Chapter 4 Online, Offline or O2O? From Yoox.com to the Merger with NET-A-PORTER.com -- A Brief History of the Love/Hate Relationship that Luxury Brands Have with the Internet -- Part II Know and Understand the Client -- Chapter 5 Putting the Customer Back in the Centre -- Looking at It from the Customers' Side: Why Have They Logged On and How Do They Use the Internet? -- The Seven Rules of the Internet and Social Networks -- Chapter 6 Customer Identification and CRM -- Managing the Customer Database -- Marketing Data -- How Can One Recognise a Client? -- Using the Customer Database Chapter 7 The Challenges of Offline and Online Integration -- What Are the Criteria for Offline/Online Integration? -- Global Tracking of Customers (Especially Chinese) -- Chapter 8 Logistics Adapted to a Digital Culture -- The Traditional System -- Number of Stores in Each City -- Details Are Important in a Logistics System: An Example -- The New Logistics Systems -- Stores Without Sales Staff -- The Challenges of Logistics -- Part III Making Client Relationships More Meaningful -- Chapter 9 Customer Behaviour in the Store or Online -- Store Behaviour Patterns Expectations and Perceptions in a Store -- The Basic Rules of Supermarket Merchandising -- Chapter 10 The Importance of Stores for Building Customer Relationships -- Why Sales Staff Need to Know Everything About the Brand -- The Problem of Retail: Retaining One's Clients -- Managing a Store: A Very Special Job -- Building a Customer Relationship: The Challenge of Individualised Service -- Chapter 11 Customer Experience and Building Loyalty -- Step 1: Focus on the Customer -- Step 2: The Loyalty Effect - Transforming Regular Customers into Brand Ambassadors
• Edition: Second edition
• Publisher Details: Solaris South Tower, Singapore : John Wiley & Sons Singapore Pte. Ltd
• Publication Date: 2020
• Extent: 1 online resource (xxiv, 359 pages)
• Subjects: 658.8/7; Luxury goods industry -- Management; Retail trade -- Management; Retail trade -- Management; Electronic books; Electronic books
• Languages: English
• ISBNs: 1119542359; 9781119542360; 1119542367; 9781119542346; 1119542340; 9781119542353
• Related ISBNs: 9781119542339
• Notes: Note: Includes bibliographical references and index.; Note: Description based on online resource; title from digital title page (viewed on April 20, 2020).
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.