Description
Book SynopsisTable of ContentsForeword ix
by Luca Solca
Introduction xiii
Part I: Important Choices in Luxury Distribution 1
Chapter 1: The Various Models in Luxury Distribution 3
Chapter 2: Do Luxury Products Still Sell in Stores? 21
Chapter 3: Concept and Design of a Luxury Boutique 39
Chapter 4: Online, Offline or O2O? 67
Part II: Know and Understand the Client 87
Chapter 5: Putting the Customer Back in the Centre 89
Chapter 6: Customer Identification and CRM 107
Chapter 7: The Challenges of Offline and Online Integration 121
Chapter 8: Logistics Adapted to a Digital Culture 135
Part III: Making Client Relationships More Meaningful 151
Chapter 9: Customer Behaviour in the Store or Online 153
Chapter 10: The Importance of Stores for Building Customer Relationships 163
Chapter 11: Customer Experience and Building Loyalty 177
Chapter 12: How the Internet Has Shattered the Traditional Sales Model 203
Part IV: Management Tools for Luxury Stores 219
Chapter 13: Location of Sales Points 221
Chapter 14: Managing Store Personnel: A Toolbox 259
Chapter 15: At What Price Should Products Be Sold? 297
Chapter 16: Financial Analyses of Sales Points 315
Conclusion 339
Bibliography 345
About the Authors 351
Index 353
