Pubblicato il 25 Febbraio 2019

How can Fashion and Luxury brands enable meaningful connections and lasting engagement with their customers? Which touch-points are most important in determining memorable experiences? How can firms converge the consumer and organizational perspectives of the customer journey?

Never as today, Fashion and Luxury companies need to answer these questions and craft a unique and proprietary signature experience across all their touch-points. Signature means that brand should avoid me-too strategies and “craft” the customer journey as they do with products, injecting creativity and their special touch into all relevant customer interactions. Crafting touch-points is not enough if the execution is not well-enginered.

The volume, addressed to an international audience, explains how fashion and luxury brands should craft the customer experience with the same attention as they do with products, injecting creativity in all relevant touch-points and leveraging on a well-engineered execution.