Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Sav Luxury Watches Michel Grand 2008

445 views

Published on

After sales services and added values for watch companies

Published in: Business
  • Be the first to comment

Sav Luxury Watches Michel Grand 2008

  1. 1. CUSTOMERS’ SERVICES A suggestion on how to enhance service values to YOUR customers By Michel Grand Business Presentation (c) Michel Grand, November 2008.
  2. 2. Enhancing the services to YOUR customers INTRODUCTION TO SERVICES SUGGESTIONS HOW I CAN CONTRIBUTE ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  3. 3. Part 1: Introduction to services ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  4. 4. ENHANCING SERVICES TO YOUR CUSTOMERS TODAY SITUATION The watch brands are getting conscious on the need to enhance their services and started to develop new concepts. But do they know- have the expertise and how for what is a new area for them? ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  5. 5. ENHANCING SERVICES TO YOUR CUSTOMERS FUTURE TRENDS (1/2) Buying a product today is not enough. The customer wants to be taken care of, even better than the product they purchase! • Brands are increasing their own boutiques network • Boutiques are set as hotel/bar lounge • Champagne, cigars, food, coffee, magazines are now served during the purchasing process • Educational experience are created with “mini” museums ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  6. 6. ENHANCING SERVICES TO YOUR CUSTOMERS FUTURE TRENDS (2/2) The renaissance of the “Maisons” by taking over a full house in a city and transforming it as a Home for their customers to create a comfortable environment to purchase a product and benefit from value-added services... Concierge services • Hair dresser, barber, spa • Bar and private club • Driver service • Entertainment room • Restaurant • Wine cellar • ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  7. 7. Part 2: SUGGESTIONS ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  8. 8. ENHANCING SERVICES TO YOUR CUSTOMERS Differentiation With so many players, a real need of differentiations, further than the product itself, is primordial in order to secure fidelity and belonging to YOUR brand from customers. How to be unique in your services? ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  9. 9. ENHANCING SERVICES TO YOUR CUSTOMERS NEW TYPES OF SERVICES - ENHANCEMENT Today, YOUR brand needs to create and offer an unique concept to attract new customers, to fidelise and to serve them on a long-term basis. Not only the selling points need focus on but the customer relationship needs to become a closed and lasting partnership... • The horloger is a friend of the client (They share techniques and the repair, i.e. Webcam to follow the repairs) • The client has a name that everyone knows • The client is part of the family • Neighbourhood stores, proximity ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  10. 10. Part 3: MY CONTRIBUTIONS ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  11. 11. ENHANCING SERVICES TO YOUR CUSTOMERS MY CONTRIBUTIONS TO YOUR COMPANY • Analysis in depth of the trends and needs of customers • Implementing solutions based on results and anticipation • Creating new concepts taking techniques from the Hospitality business “I will bring to YOUR brand an expertise and deep knowledge of Hospitality services and concepts creation of retail outlets after an international career in that sector. In addition, my specialisation in luxury goods and services management gained during my MBA has gave me the opportunity to work on projects and in depth industry analysis on the Swiss watch industry. Combined with my entrepreneurial spirit and business unit/market responsibilities, I will be able to implement innovative and creative tools and methods in order to increase YOUR brand customer’s satisfaction and its turnover.” ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS
  12. 12. ENHANCING SERVICES TO YOUR CUSTOMERS NEXT STEPS I would be pleased to present some ideas and concepts to you personally and to show you how I can contribute greatly to the enhancement of your customer services within YOUR company... Michel Grand ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS

×