The big challenges Case studies Our wardrobe Insight & research The way we work Next steps 05 Reay kno„inƒ your †uso…ers Ÿ I…aƒine kno„inƒ „ha eery †uso…er is ƒoinƒ o buy as hey „ak ino he sore This …ay be he i…€ossibe rea… bu aan†es in †ieneinƒ are …oinƒ ha rea… †oser –ieneinƒ …ay no be ne„ o ‚ashion an uxury brans – §4 saes asso†iaes †an re†oƒnise key †uso…ers on siƒh ¥o„eer he rise o‚ he ƒoba †uso…ers o€erainƒ a†ross ƒeoƒra€hies o‚ reai ransa†ions si ake €a†e an …ui€e †hannes …akes i harer an …ore †o…€ex in sore nururinƒ lŠƒl cŠ€‚’ ‚or †o…€anies o †o…€rehensiey unersan heir †uso…er li‚‹€‰i†€ hrouƒh iƒia †ieneinƒ base iƒia †ieneinƒ „hi†h in†ues eainƒ˜eƒe €ro†esses …akes he… …ore ikey o †oninue anayi†s an aan†es in –RM syse…s is eierinƒ a €ersonaise †uso…er ex€erien†e a†ross †hannes – an Œ‚ liŒ i’ ui…aey i…€roinƒ †onersion raes an reenues The Ne„ iƒia iie 2014 eoie Šour core clienteling steps to increase customer loyalty and conersion ˆ T ‹ l ‹ cŠ€‚’ ‚Š c‰ ƒi‹€ cŠ€‚’ ‚ ‰ €‚ ‰ † T‰‚Š‰‚Š ‰ ‹i E’†‚ˆ i‹ €l € cŽcl „ i‹ ’‚‹i‚i‹ The essentials €€‚ci € ‚ †‚i ‹ ’ €Š ’ ‹ ‹ƒl € of clienteling ‹ ‘c †i‚‹l i‹“€‚ c‚‹i‹Š‚Š€ i’†‚ ’ ‹ cŠ€‚’ ‘† i ‹c ‹ R l ‹ ‹ i’ lŽ Œ‚ll‚ˆ“ Š† ƒi‹€ cŠ€‚’ € ƒck Œ‚ ’‚
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