The Future of Luxury Customer Experience
Kogan Page Ltd (Verlag)
978-1-3986-1547-2 (ISBN)
What is a luxury customer experience and how can luxury brands best use emerging technologies in order to create truly unique, high-end experiences for their customers?
These are the questions that The Future of Luxury Customer Experience has been designed to answer, as it explores how luxury brands can best utilize human touch and new technologies to deliver experiences that surprise and delight customers in a truly omnichannel environment.
Using case studies from world-leading luxury retailers such as Ferrari, Cartier, Audemars Piguet, Mandarin Oriental, Valentino, Bottega Veneta and many others, this book explains what makes a luxury customer experience different. Learn how luxury brands need to evolve in order to adapt to the changing landscape, using data and the latest technology to provide exceptional customer experiences whilst protecting their customer's privacy. Written by experts from the world-leading SDA Bocconi School of Management, this book provides a thorough understanding of how to create and deliver luxury customer experiences that will build long-lasting customer loyalty, as well as how these experiences can build and support brand awareness. Covering topics such as arts and culture, authenticity, inclusivity and social responsibility, the use of AI and virtual experiences, as well as how to set KPIs to evaluate success, this book provides practical advice on how to create a luxury customer experience that will deliver exceptional results.
Gabriella Lojacono is an Associate Professor of International Management at the Department of Management and Technology of Università Bocconi and SDA Bocconi School of Management based in Milan, Italy. She is also the Director of the Executive Master in Luxury Management at SDA Bocconi.
Chapter - 00: Introduction
Chapter - 01: The Alchemy of Luxury: Brand Identity and Value Creation
Chapter - 02: (Un)setting the Boundaries: The World of Luxury and its Protagonists
Chapter - 03: Timeless Yet Timely: The Paradox of Luxury Authenticity
Chapter - 04: Luxury, Arts and Culture: How Luxury Maisons have Become Prominent Cultural Actors
Chapter - 05: Experience-Led Luxury Strategies: How Brands are Reshaping Customer Activation and Engagement
Chapter - 06: Seamless Retail: Bridging the Digital and Physical Divide
Chapter - 07: How to Build a 360° View of the Customer to Nurture Personalized Relationships
Chapter - 08: Emerging Trends in Customer Relationship Management
Chapter - 09: How to Optimize Spend and Evaluate Success
Chapter - 10: New Technologies and the Future of Customer Experience
Chapter - 11: Reimagining the Supply Chain in the Luxury Industry : Transparency, Human Rights, Ethical Labor Practices and Animal Welfare
Chapter - 12: Sustainability for Luxury Brands: Global Change in CSR, Circularity and Authentication
"Among its many strengths, this book masterfully crafts a true customer journey, establishing connections between direct and indirect business aspect that capture the essence of the modern luxury experience."
"Gabriella has perfectly captured the essence of Italian hospitality within an international group, as well as the importance of authenticity of people and services."
| Erscheinungsdatum | 31.07.2024 |
|---|---|
| Verlagsort | London |
| Sprache | englisch |
| Maße | 156 x 234 mm |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 1-3986-1547-1 / 1398615471 |
| ISBN-13 | 978-1-3986-1547-2 / 9781398615472 |
| Zustand | Neuware |
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