- Explains what sets a luxury customer experience apart and how to adapt to the changing luxury landscape
- Demonstrates how to adapt brand messaging across different channels and media and how to integrate emerging technology such as AI in order to deliver a true omnichannel experience
- Shows how to use data to provide truly personalized experiences whilst protecting customer privacy
- Features real world examples from leading luxury brands such as Lamborghini, Prada and Gucci
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The Future of Luxury Customer Experience
How to Create High-Value, Personalized Omnichannel Experiences
Understand how to utilize the latest technology to deliver a unique omnichannel luxury customer experience that builds long-lasting loyalty.
Key features at a glance
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EAN: 9781398615458
Edition: 1
Published:
Format: 234x156
344 pages
About the book
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.
About the authors
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.
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