The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
How to Ensure an Ideal Omnichannel Client Experience With Key Performance Indicators: Focus on Personal Luxury Goods
|
|
Author(s): Anne-Flore Maman Larraufie (SémioConsult, France & ESSEC Business School, France), Lucile Arsov Gouriou (ESSEC Business School, France)and Cécilia Goutran (SémioConsult, France)
Copyright: 2021
Pages: 31
Source title:
Competitive Drivers for Improving Future Business Performance
Source Author(s)/Editor(s): Carlos Martins (Lusíada University of Porto, Portugal)and Paula Rodrigues (Lusíada University of Porto, Portugal)
DOI: 10.4018/978-1-7998-1843-4.ch006
Purchase
|
Abstract
By 2025, electronic sales (e-sales) of luxury goods are expected to triple, reaching about €74 billion and standing for one-fifth of total luxury sales. This mix of online and offline client journeys increases the number of digital points and touchpoints. Thus, the journey of the omnichannel client is worth a deep focus. The omnichannel client experience (CX) requires key performance indicators (KPIs) to assess and understand disruption, enhance the experience, and present the “wow” factor. To get fresh insights on CX in luxury/digital retail, a qualitative study (with focus groups) on the omnichannel luxury client journey was conducted to identify specific pain points and KPIs. Results from an online survey quantitative study on poorly or uncovered omnichannel KPIs are disclosed. Ultimately, an overall list of relevant KPIs for CX in the luxury omnichannel retail industry is provided as a guideline for managers.
Related Content
|
Yuvika Singh, Esha Bansal, Nisha Chanana.
© 2024.
26 pages.
|
|
Nitish Kumar Minz, Anshika Prakash, Meenal Arora, Rishi Chaudhary, Saurav Dixit.
© 2024.
14 pages.
|
|
Manoj Govindaraj, Chandramowleeswaran Gnanasekaran, R. Kandavel, Parvez Khan, Sinh Duc Hoang.
© 2024.
20 pages.
|
|
Ravishankar Krishnan, Elantheraiyan Perumal, Manoj Govindaraj, Logasakthi Kandasamy.
© 2024.
22 pages.
|
|
Sanjay Taneja, Rishi Prakash Shukla, Amandeep Singh.
© 2024.
11 pages.
|
|
Mune Moğol Sever.
© 2024.
23 pages.
|
|
Sujay Vikram Singh, Terrance Ancheary, Anish Mondal, Shashank Rajauria.
© 2024.
17 pages.
|
|
|