THE INDISPENSABLE ASSET OF LUXURY HOUSES
from +6% to +10% in turnover*
+2% of loyalty*
* Figures from one of our clients
In the digital age, the Luxury Goods sector is making greater efforts than ever to personalise the customer experience and relationship. Pioneers in the art of personalising customer reception and staging sales ceremonies, Luxury Goods companies are rethinking their approach to meet new challenges, driven by digitalisation and the new consumer habits of customers, especially the youngest among them.
A WEALTH OF INFORMATION FOR AN ULTRA-PERSONALISED CUSTOMER EXPERIENCE
Data is the new card to play for an ultra-personalised customer relationship based on the most refined customer knowledge possible. This requires the collection of data on all channels in order to guarantee a seamless experience. But simple acquisition is not enough. The real source of value lies in the enrichment and activation of this data.
A unified database allows accurate and rapid analysis, able to initiate immediate actions. It then becomes possible to create personalised scenarios that are very useful for the one-to-one sales ceremony, and to trigger relevant interactions with the customer at the best moment, both in person and digitally. Communication with the customer becomes privileged and ultra-personalised in both form and content, at all stages of the purchasing process, regardless of the channel used.
DATA AS A RESILIENCE DRIVER
By managing Data, Luxury Goods companies can better anticipate the expectations of their customers and offer a dimension of qualitative representation that meets the demands of the sector. Data is the key to offering premium quality customer relations and experiences at all points of contact.
Digitalisation has accelerated significantly with the health crisis, and will undoubtedly continue to grow in order to get closer to this new, increasingly young and connected customer base. Digital technology has made it possible to adapt to this health crisis in record time. Data, for its part, has made it possible to offer new consumer experiences.
A KEY SUCCESS FACTOR THAT COMBINES DNA AND THE NEW CHALLENGES OF LUXURY
Capitalising on customer data is a key element in giving your customers the feeling of being unique and valued, and thus improving their loyalty. Sales representatives become true brand ambassadors thanks to a 360° vision that reinforces their proximity to customers and their business expertise, which sublimates both the brand and the customer.
Data allows us to establish a tailor-made omnichannel strategy for each customer so that he or she feels unique, while respecting the standards of the luxury world: excellence, exclusivity, quality and discretion. Today, in order to offer ultra-personalisation, control over the quality of customer data is essential. Data is becoming the partner of luxury brands to deploy their growth strategy both in France and abroad.
Octipas, a subsidiary of the ChapsVision group, helps you implement a 360 degree strategy to meet your challenges today and tomorrow.