Gucci customer journey Revise
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5YK60208VJ479141KLuxuryBrandConsumerJourney1.pptx
Luxury Brand Consumer Journey
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Gucci Retail presence in Paris
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Gucci focused on physical stores to reach their rich and celebrated clientele in Paris.
They kept their store on the map (Google Map) for customers to easily locate their stores. Accessibility of a business increases retail presence.
Convenience of website store locator
All Gucci official websites have website store locater depending on your location that enables customers to access their store.
Their website store locater can select the nearest store to you depending on your location. A customer just need to Google “Gucci stores near me” and get a list of stores depending on their location.
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Possibility to check online product availability and make appointment
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Each product in Gucci’s official website is labeled as “available, pre-order, back to order, made to order, and personalized items”.
Consumers are provided with an online platform for booking in-store appoints
Availability of a dedicated Client advisor for a virtual tour of the store
Gucci first impressions and welcoming ritual
Gucci welcomes their customers with a smile and greetings and then request the customers how they wish to be helped.
When a customers enters their stores they stop what they were doing and give customer full attention and try to help them shop their desired products by answering all customer’s questions and offer alternative suggestions.
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Sales associates ability to engage, my scenario
Gucci sales associates have good communication skills. The time I visited their store addressed me very well and I was impressed.
They also have commendable listening skills.
They have good customer service skills and have excellent product knowledge
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Gucci Professional dimension of luxury service
Gucci employees have the best sewing and drawing skills. Competency is very important in every field and Gucci employees have excellent fashion designer skills.
Employees know how to effectively communicate with their clienteles.
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Cont..
They have a great understanding of fabrics and materials.
They have artistic ability and great creativity.
Employees exhibit high levels of professionalism
Gucci Aesthetic dimension of luxury service
Gucci employees are constantly aware of their appearance and use language and vocabularies that cannot offend the customer (Kumar & Mittal, 2021).
Their body language, eye contact and highly respectful communication skills enhances their beauty of service.
They show empathy and respect to their customers and this makes customers want to shop more of Gucci products.
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Gucci Human dimension of luxury service
Gucci employees acknowledges and recognizes their clients whenever they visit their outlets. They posses all the social skills practiced in business environment because I was given the best luxury services.
They show their clientele sense of humor and enthusiasm.
They have courtesy and are very considerable.
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Leadership dimension of luxury service& selling skills
Gucci management shows exemplary leadership that is characterized with wisdom, integrity and courage.
They practice sets of interdependent competencies, skills and characteristics that permits leaders to bring people together.
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Gucci leadership have excellent collaborative skills that enable employees to work collaboratively (Kumar & Mittal, 2021).
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Presence of technology in the store, sales associate’s empowerment
The store is fitted with CCTV camera surveillance that ensures the store is well secured and every operations done inside the store is well monitored.
Gucci empowers their sales associates by training them excellent marketing skills and encouraging them to take their duties diligently.
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Cont..
Through its App, Gucci enables shoppers to play with its garments and accessories using augmented reality for virtual try-on.
AR Enabled Try-it-out Tool
Gucci virtual try-on App
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Sales associates support of brand’s e-commerce
Sales associates ensures that online store is visually appealing to many people.
They ensure all the relevant information concerning the product is up-to-date (Kumar & Mittal, 2021).
They build email lists and use email marketing to stay engaged with customers.
Sales team keep on testing and testing customers on various communication channels.
Dedicated customer care support services
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Cont..
Use of AI technologies to facilitate product offering
Promotional emails aligned with my product preferences
Use of online streaming to support customer decision making.
Modelling for clients on products virtually.
After a month, I needed more products from the store. Customer service provided online streaming
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Gucci last impressions: Departure ceremony.
Gucci employees escorts their customers out of the shopping space while chatting them.
They appreciates clienteles for purchasing from them and welcomes you again while escorting you with a warm smile.
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Gucci offline to online customer concern.
Before I left the shop they requested my contacts so that they can keep in touch with me through my email address.
After one month they contacted me and informed me to visit their various website to see the new stock and make an order or make an appointment.
Sent invitation emails to provide feedback about products and services
Livestream services for online orders
Compliance with data privacy policies
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Cont..
After one month they contacted me and informed me to visit their various website to see the new stock and make an order or make an appointment.
Asked me to join their social media pages on Facebook and Instagram so as to expose myself to more of the brand’s products.
Constantly communicated via customer care services to ask about my experience with their products.
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