Luxury Goods Series

The Online Purchase Experience Ranking: from Milan to New York City

09/2016

La ricerca realizzata da Contactlab in collaborazione con Exane BNP Paribas, analizza la customer experience online e in store dei consumatori newyorkesi durante l’intero processo d’acquisto.

I nostri analisti hanno confrontato le performance di 36 top brand del lusso, compresi 4 tra i più importanti grandi magazzini del lusso e 1 dei più grandi e-tailer internazionali.

Il report evidenzia che i principali player stanno rendendo al meglio sui parametri relativi ai Digital Touch Points (54%) rispetto a quelli relativi ai Physical Touch Points (44%), e che in generale il potenziale di entrambi i canali di contatto non è sfruttato a pieno.

I fatti principali che emergono dal report:

Fendi e Balenciaga si classificano primi nel NYC 2016 Ranking;
Cartier si conferma il miglior player per quanto riguarda il Physical Customer Engagement;
I Millennials si aspettano dai brand un approccio sempre più omni-channel.

Per avere una panoramica completa sul tema, è disponibile anche la prima edizione dello studio condotta sulla città di Milano.

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For further information please send an email to digitalfrontier@contactlab.com

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