Category Archives: CRM Luxury Fashion Brands

The right use of Social Media for Luxury Brands? As a Media, not as a Home.

Some things never change, apparently. Bring an innovation, people will be skeptical at first. Then marketers take it on, push adoption, use and abuse it.. and totally mess it up. Why would a Luxury Brand develop a Facebook page as it’s own website, does it really make sense? I do not think so. In a […]

Talking Digital In-store – What is really happening in our Luxury stores?

“Drive to store”, “in-store digital activation”, “cross-channel CRM”… these terms are used so often that one would expect to experience revolutionary innovations when visiting the Stores of Luxury Brands. Luxury Brands’ Strategic presentations, indeed, along with their 3-Year Plans and other declarations are full of cunning plans to: –        Be true to their brands whilst […]

Luxury Couture and Ready-to-Wear Brands go Digital and focus on CRM as well as Online Sales – what are the Drivers to go online? what are they expecting from Department Stores?

Most Luxury Couture and Fashion brands have either launched their Digital platforms or are about to do it… even CHANEL believe it or not! At this time, the likes of Dior, Givenchy, Saint Laurent, Kenzo, Celine – to name only some of the most iconic – are not doing this only for the show. They do it […]

What’s next… in Luxury Customer Experience online?

I am very lucky to sit with the Brands when they are defining their digital roadmaps and devising the briefs for their CRM, E-Commerce and Retail operations. Looking back at the last year (2012-2013) I noticed obvious and solid trends: * The end of the “Shop on the side”: Brands are now seeking a deep integration between Brand […]

Time for Luxury brands to develop experiences in store, fuelled by online traffic – Is ROPO (Research Online, Purchase Offline) verified?

Time for Luxury brands to develop experiences in store, fuelled by online traffic – The ROPO (Research Online, Purchase Offline) effect is worth verifying!

CHANEL Digital Relaunch – the sensual explosion of beauty that captures the essence of the ‘Maison de Luxe’. But why are they still afraid of E-Commerce?

Superb – at last a Luxury Brand focusses on it’s ‘raison d’être’: beautiful products, their history and the craftsmanship that make them happen. But where is the “order” button?
One cannot order online, and this is.. disappointing and frustrating.

CRM & Luxury Brands – What for? Poor for Segmentation, but rich for Experience?

Many of us measure and understand the power of nurturing and mining a clean and relevant customer databases to create, manage, broadcast and measure campaigns. Some of us daily experience the richness of the data collected – behaviours, purchase patterns, customer service.. etc.. both explicitly and implicitly. But what is the value of this information in the context of FASHION & LUXURY?

CRM – as a business process and from the perspective of Customer Segmentation  – is extremely valuable for brands and retailers distributing goods which are purchased regularly or in cycles – food, groceries.. even books, and other necessities and cultural items. Profiles and suspect/prospect groups can be created in many cases.. and ‘predict’ patterns and interests.

But is there a FASHION/LUXURY CUSTOMER PROFILE?