Mastering Luxury Retailing with a World-Class Shopping Experience

Luxury goods are a no-brainer – one would think. But even in the luxury segment – or better especially in the luxury segment – retailing works only with an individual, extraordinary shopping experience. Customer expectations in terms of flexibility, a personalized customer journey and a convenient and service-oriented online and in-store experience are higher than in any other industry. An excellent service and consultation from skilled staff is as important as reliable and secure processes. This also goes hand in hand with higher demands on fulfillment.

A Seamless Customer Journey is Key

The goal of every retailer and brand should be to generate a seamless omnichannel experience for customers. From the moment they enter the boutique or browse the online shop to the moment they make a return. In a survey, 69% of respondents stated that they find a comprehensive experience with luxury brands important (Condé Nast Germany 2023). You can achieve this by optimizing the individual steps of the customer journey for you and your customers.

Flexible adjustment of delivery times to customer requirements

In the luxury industry, it is not just about speed. What counts above all is a combination of an individual customer experience, reliable and in-time deliveries, and maximum flexibility to receive the products at the desired location at the desired time, regardless of whether this means today, tomorrow, or in a month. With an intelligent order management system, this can be ensured. For example, it is possible to avoid processes such as an order split or to route all items of an order to one location first, so all items can be shipped from there.

Enable pre-ordering of products and create prospect lists automatically

In the luxury segment, goods are typically in short supply. Customers often eagerly await the launch of their desired product. A pre-order function makes it possible to reserve a product – whether shoes, watches or handbags – before the official sales launch. This way, customers can be sure to receive the product right at the sales start. At this point, retailers often use lists of interested parties. Using these lists, retailers can, for example, compare the request for a product with CRM data on customer status and thus automatically control and ensure who should be the first to receive the item when it becomes available. Equally important is a back-order function that guarantees customers that they will receive a sold-out product as soon as it is available again.

Use digital apps to organize your store fulfillment

To ensure smooth, easy and accurate processes, it is helpful to use a digital app to manage your store fulfillment. This supports your staff keeping a clear overview of all orders and to be guided through the operations. All fulfillment steps like taking an order, picking the products, eventually arranging additional service, packing it into the right carton and using the appropriate packaging material as well as handing the parcel over to the chosen carrier, are assisted by the software. This avoids mistakes, makes processes more efficient and disburdens staff.

Work with suitable shipping companies

Not every shipping company is made for the transport of luxury goods. Goods must be insured, transported in appropriate vehicles and handed over personally by reliable personnel. It is essential to be able to integrate companies such as Intex or Prosegur seamlessly and quickly into the fulfillment process and connect them to the order management system.