[eBook Code] Luxury Retail and Digital Management (eBook Code, 2nd)

Foreword ix
by Luca Solca

Introduction xiii

Part I: Important Choices in Luxury Distribution 1

Chapter 1: The Various Models in Luxury Distribution 3

Chapter 2: Do Luxury Products Still Sell in Stores? 21

Chapter 3: Concept and Design of a Luxury Boutique 39

Chapter 4: Online, Offline or O2O? 67

Part II: Know and Understand the Client 87

Chapter 5: Putting the Customer Back in the Centre 89

Chapter 6: Customer Identification and CRM 107

Chapter 7: The Challenges of Offline and Online Integration 121

Chapter 8: Logistics Adapted to a Digital Culture 135

Part III: Making Client Relationships More Meaningful 151

Chapter 9: Customer Behaviour in the Store or Online 153

Chapter 10: The Importance of Stores for Building Customer Relationships 163

Chapter 11: Customer Experience and Building Loyalty 177

Chapter 12: How the Internet Has Shattered the Traditional Sales Model 203

Part IV: Management Tools for Luxury Stores 219

Chapter 13: Location of Sales Points 221

Chapter 14: Managing Store Personnel: A Toolbox 259

Chapter 15: At What Price Should Products Be Sold? 297

Chapter 16: Financial Analyses of Sales Points 315

Conclusion 339

Bibliography 345

About the Authors 351

Index 353