The Future of Luxury Customer Experience: How to Create High-Value, Personalized Omnichannel Experiences...

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Gabriella Lojacono Guido Tirone

The Future of Luxury Customer Experience

How to Create High-Value, Personalized Omnichannel Experiences

Gabriella Lojacono, Guido Tirone

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Hardback

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English

Kogan Page Ltd
03 August 2024

Business strategy; Business innovation; Sales & marketing management; Customer services

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 human touch and 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 Ferrari, Cartier, Audemars Piguet, Mandarin Oriental, Valentino, Bottega Veneta and many others, 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 arts and culture, authenticity, inclusivity and social responsibility, the use of AI and virtual experiences, as well as how to set KPIs to evaluate success, this book provides practical advice on how to create a luxury customer experience that will deliver exceptional results.

By: Guido Tirone
Edited by: Gabriella Lojacono
Imprint: Kogan Page Ltd
Country of Publication: United Kingdom
Dimensions: Height: 234mm, Width: 156mm, Spine: 39mm
ISBN: 9781398615472
ISBN 10: 1398615471
Pages: 344
Publication Date: 03 August 2024
Audience: College/higher education , Professional and scholarly , Primary , Undergraduate
Format: Hardback
Publisher's Status: Unspecified

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.

Reviews for The Future of Luxury Customer Experience: How to Create High-Value, Personalized Omnichannel Experiences

"""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) *"