Category Archives: Market Engagement

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?

Lessons from China in Luxury Brands E-Commerce: the new benchmark for the West?

Examining successful online operations in China, I wonder if they are not showing us the way.. at home – to improve E-Commerce and multichannel sales in our Luxury Brands’ domestic markets.