"
Three of the four most widely cited digital investments are aimed at reaching customers through different channels: via…"
[...] Yes our values are reflected on our site, humanism, demanding nature, boldness, commitment with a collection of solidarity toys at this time . "living differently"of course and our promise "to offer the best of the world for a Better World" Can we talk about storytelling ? Yes we try to instill our values, and we make people travel and dream I hope with our products that have for some a storytelling, remind elder games or toys from their childhood 3/Customer experience and Pure players How do you perceive the customer experience at the level of the pure players compared to the traditional retail? [...]
[...] It is for example necessary to have a multilingual site when you evolve in the luxury sector. Creating an Instant messaging that allows you to get in touch with a customer adviser makes it possible to humanize the online relationship Customer service must be "Haute couture" beyond reproach by a phone number visible on the site, by the contact form, by email and newsletters. Digital content , messages and commercial offers must be customized because luxury customers want to live a unique experience. [...]
[...] Peut-on parler de storyliving ? Even though the digital era has injured physical brand experience and reduced its scope, it also allows brands to broaden the field of what they can do. Marketer can provide unique and immersive brand experience to consumers from the comfort of their home, without needing them to be in store. Digital media provide brands with a ubiquitous power, making a brand-consumer interaction possible everywhere. Even though brand experience is less concrete than it once was, digitalisation grants brands with more possibilities to have consumers take part in the brand experience. [...]
[...] In my opinion, chain in retails don't invest enough in digital, but, they can't really be blamed for it. The fact that they offer a multitude of brands and products makes it even harder to have a clear experience gathering all their product line. However, many of them have been doing efforts in that direction by developing apps and unique digital services for a special category of customers; overall facilitating the customer journey and improving customer loyalty. Expérience client et satisfaction du client Comment situez-vous la satisfaction fonctionnelle globale des clients (attente, efficacité . ) ? [...]
[...] Now both seem reconciled and are complementary for the customer satisfaction. So this hypothesis is confirmed as well by the results of the interviews as by the notions seen in the literature review Hypothesis 2 : omni channel is the new business model The customer is volatile because he is increasingly demanding and ruthless. According to the respondent Jonak Manager, « the customer has the bargaining power (cf Michael Porter five forces model). The LVMH Hospitality manager confirms this necessity to meet the customer needs and personalize the service and anticipate by asking before check in about their favourite dishes or bed sheets quality . [...]
Source aux normes APA
Pour votre bibliographieLecture en ligne
avec notre liseuse dédiée !Contenu vérifié
par notre comité de lecture