L’industrie du luxe croît grâce aux opportunités qu’offre le commerce en ligne. Par ailleurs, 91% des millionnaires souhaiteraient que leur marque préférée soit accessible sur internet. Ce qu’ils cherchent sont de vrais et bons services clients. Pamela Wolf, fondatrice de My Luxury World affirme ici que la connaissance client est un enjeu majeur pour le futur du e-retail et qu’il permet d’offrir un service ultra-personnalisé à condition de maîtriser les bons outils.

1. Pamela
Wolf
Mobile
for
the
Luxury
Customer

2. Pamela
Wolf
20
years
in
global
opera;onal
roles
managing
and
working
with
25
renowned
brands
across
40+
markets
both
off
and
online.
Develop
and
mentoring
startups.
Presenter
2
Discover
Luxury
wherever
you
go!
Pamela
Wolf
CoFounder

3. Pamela
Wolf
Your
Shopping
Companion
was:
Once
upon
a
/me….
the
Brand
Spokesperson
or
TV
Host
the
Shop
Keeper
Your
friends
A
Shopping
List
A
Favorite
magazine

4. Pamela
Wolf
Today:
It’s
your
smartphone!
Source:
Gartner © Statista 2014
25%
of
world
popula;on
using
smartphones
by
end
2014

5. Pamela
Wolf
Luxury?

6. Pamela
Wolf
www.ccianet.org
Source:
CCIA
“The
Sky
is
Rising”
series
2014
Global
Luxury
Market
on
the
rise!
Total
Lux
Goods
Online
Lux
Sales
+43%
+260%

7. Pamela
Wolf
www.ccianet.org
Source:
CCIA
“The
Sky
is
Rising”
series
2014
Global
Luxury
Customer
is
tech
savvy!
FAST
FACTS
&
FIGURES
millionaires
would
prefer
their
favorite
brands
be
online
91%
wealthy
consumers
believe
brands
with
no
social
networking
presence
are
out
of
touch
65%
wealthy
consumers
use
social
networking
to
connect
with
a
brand
50%
online
luxury
goods
sales
are
for
full-­‐price
products
50%
luxury
consumers
use
the
internet
to
search
for
info
about
a
product
before
buying
92%
luxury
consumers
find
online
shopping
more
convenient
69%

8. Pamela
Wolf
Luxury mCommerce is booming!
Mobile
Share
of
Total
eCommerce
Transac;ons
(US
market)
Graph
source:
Criteo
Mobile
report
US
Q4,
2014
2013:
39%
of
traffic
to
the
Top
500
e-­‐retailers
come
from
smartphones
Source:
CCIA
“The
Sky
is
Rising”
series
2014

9. Pamela
Wolf
• Looking
for
the
Best
Deal?
• More
brand/retailer
Interac;on?
• Fast
&
Easy
Payment?
• Simplified
All
in
ONE
apps?
• Social
Shopping?
• Want
it
NOW!
• Befer
Customer
Service?
What
does
the
Luxury
customer
really
want?

10. Pamela
Wolf
Key
to
success
is
focusing
on
Customer
Service

11. Pamela
Wolf
On your PC
mashable.com/2012/07/06/signature-­‐neiman-­‐marcus
App
given
to
4,000
associates
in
its
full-­‐line
stores
Neiman
Marcus:
Connect
with
sales
associate
24/7
The
"ul;mate
personal
shopping
assistant”
www.neimanmarcus.com

12. Pamela
Wolf
On
your
PC
Neiman
Marcus:
Connect
with
sales
associate
24/7
Now
with:
Snap
Find
Shop
mashable.com/2012/07/06/signature-­‐neiman-­‐marcus
www.neimanmarcus.com
Take
photos
-­‐
find
similar
items
from
Neiman
Marcus
with
a
single
click.
Twilio
partnership:
personal
shoppers
txt
directly
with
clients

13. Pamela
Wolf
Services
that
turn
ads
and
real
products
on
the
street
directly
into
sales!
See
it,
scan
it,
buy
it!
pounce
kiosked
powatag
snapfashion
slyce

14. Pamela
Wolf
Beacons
-­‐
House
of
Fraser
Retailer
app:
addi;onal
product
info,
geolocalise
products,
special
offers,
click&collect,
House
of
Frazer:
Beacon-­‐enabled
mannequins
Each
mannequin
can
be
programmed
differently
to
send
out
different
informa;on

15. Pamela
Wolf
Extended
opening
hours
24/7:
Order
before
7pm
>
next
day
in-­‐store
pickup
in
store
amer
2pm
John
Lewis:
Virtual
Wall
with
instore
pickup
www.retail-­‐week.com

16. Pamela
Wolf
Shop
with
smartphone:
For
men
who
don’t
like
to
shop!
Hointer:
robots
deliver
selec/ons
to
fifng
room
in
30”
Image
source:
thedailyuw.com
techcrunch.com/2014/03/06/
150
jean
styles
-­‐
23
designers
are
suspended
from
steel
cables
NFC
enabled

17. Pamela
Wolf
They
basically
want
it
ALL!
So
what
does
the
Luxury
customer
want?
They
want
Quick,
Efficient,
Easy
to
use,
Customer
Friendly
interac;on
with
their
favorite
brands.

18. Pamela
Wolf
Thank
you!
Pamela
Wolf
pamela@myluxuryworld.com
@wolfpamela
0610268041