Tag Archives: Digital

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 […]

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?

Are Flash Sales players fit for purpose to run Luxury Brands’ E-Commerce operations?

Are Flash/Private sales pure players fit for the job of actually running the online operations of Luxury Brands?

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.

Learnings from the ‘Luxury and Web 2.0″ Conference held 15 December 2010 by Benchmark Group in Paris, France

Highlights of the ‘Luxury and Web 2.0″ Conference held yesterday 15 December 2010 by Benchmark Group in Paris, France

Here we go.. the first post on LuxuryDigital.com

Back in May 2006, when I devised the concept of this Digital Luxury Networking Group, I had no idea that the Digital Luxury Group on LinkedIn would grow to 2000, 6000 then over 15,000 members in a few years. I felt that there was a need for Luxury Brands professionals to share openly and discuss how they could […]