Description

Book Synopsis


Table of Contents

Foreword 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

Luxury Retail and Digital Management

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    A Hardback by Michel Chevalier, Michel Gutsatz

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      Book details

      Publisher John Wiley & Sons Inc
      Published 14 May 2020
      ISBN-13 9781119542339
      978-1119542339
      ISBN-10 1119542332
      Also in:
      Business, Finance & Law Business and Management Retail and wholesale industries

      Description

      Book Synopsis


      Table of Contents

      Foreword 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

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