THE SECTOR'S BIG CHALLENGES
The customer is changing and transforming the brand relationship. Ultra-connected millennials and travelers are coming to stores. Such changes raise many questions in the luxury sector: What expectations are created by experiences outside brick and mortar stores? What kind of codes and exclusivity do we find on social networks? What message is resonating with sales personnel in your stores, i.e. in your showcase? How does this co-exist with loyal customers? What kind of cultural training do you offer to foreign sellers? E-commerce site or personalized cross-channel digital services: do your sellers perceive the web as a competitor? Interactions with customers are increasing: What’s the relationship with your partners: outlets, travel retail, the secondhand market. The sales representative is an actor and manages the customer’s time. The customer’s memory of the in-store experience is therefore essential. Has the sales representative done everything to make it unforgettable?