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Future of Luxury Customer Experience: How to Create High-Value, Personalized Omnichannel Experiences [Pehme köide]

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  • Formaat: Paperback / softback, 344 pages, kõrgus x laius: 234x156 mm
  • Ilmumisaeg: 03-Aug-2024
  • Kirjastus: Kogan Page Ltd
  • ISBN-10: 1398615455
  • ISBN-13: 9781398615458
Teised raamatud teemal:
Future of Luxury Customer Experience: How to Create High-Value, Personalized Omnichannel ExperiencesSuurem pilt
  • Formaat: Paperback / softback, 344 pages, kõrgus x laius: 234x156 mm
  • Ilmumisaeg: 03-Aug-2024
  • Kirjastus: Kogan Page Ltd
  • ISBN-10: 1398615455
  • ISBN-13: 9781398615458
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9781398615458.html
Märksõnad:

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 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 Dior, Chanel and Ferrari, 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 inclusivity and social responsibility, the use of AI and virtual experiences, as well as how set KPIs to evaluate success, this book provides practical advice on how to create a luxury customer experience that will deliver exceptional results.



Understand how to utilize the latest technology to deliver a unique omnichannel luxury customer experience that builds long-lasting loyalty.

Arvustused

"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." * Cristiana Cinotti, Global Wholesale Director, Moncler * "Gabriella has perfectly captured the essence of Italian hospitality within an international group, as well as the importance of authenticity of people and services." * Luca Finardi, Area Vice President Operations, General Manager, Mandarin Oriental Hotel Group * "In The Future of Luxury Customer Experience, Professor Gabriella Lojacono offers a forward-looking analysis on the evolution of luxury brands in a tech-driven era. This book combines in-depth research, including interviews and extensive field analysis, with practical insights on enhancing customer engagement through technology and emotional connectivity. Essential for students and executives alike, it serves as a crucial guide to navigating the complexities of modern luxury markets with innovative strategies and a customer-centric approach." * Guia Ricci, Managing Director and Partner, Fashion & Luxury, Boston Consulting Group (BCG) *

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
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.