Luxury Retail and Digital Management: Developing Customer Experience in a Digital World (Hardcover, 2)

Foreword by C. Bernstein Schweiz Introduction Part I Important Choices in Luxury Distribution Chapter 1 The various models in luxury distribution Chapter 2 Do Luxury Products Still Sell In Stores? Chapter 3 Concept and design of a luxury boutique Chapter 4 Online, Offline or O2O? Part II Know and understand the client Chapter 5 Putting the customer back in the centre Chapter 6 Customer identification and CRM Chapter 7 The challenges of offline and online integration Chapter 8 Logistics Adapted to a Digital Culture Part III Making Client Relationships More Meaningful Chapter 9 Customer Behaviour in the Store or Online Chapter 10 The Importance of Stores for Building Customer Relationships Chapter 11 Customer Experience and Building Loyalty Chapter 12 How the Internet has Shattered the Traditional Sales Model Part IV Management Tools for Luxury Stores Chapter 13 Location of Sales Points Chapter 14 Managing Store Personnel: A Toolbox Chapter 15 At What Price Should Products be Sold? Chapter 16 Financial Analyses of Sales Points Conclusion Index