The round table dedicated to customer experience at the Excellence By Vendôm trade show was held this Friday. Organized by Luxus Plus and moderated by its founder Claire Domergue, it gathered Alexandre Rossoz, director of the Loulou Group restaurants, Elodie Carpentier, co-founder of the luxury cosmetics brand Le Rouge Français and Oonagh Mackenzie, director of the Barnes Chamonix real estate agency.
On the occasion of this roundtable hour, the guests were able to talk about their vision of the customer experience, how the Covid-19 pandemic had forced them to review their policy in this area, or what their axes and ideas are to evolve the experience they offer to customers in the future.
What emerged above all from this round table was that the need, the importance of contact with the customer still remains, perhaps even more so with the pandemic. For Alexandre Rossoz, “coming to a Loulou restaurant is first and foremost an experience in itself, and having contact with a waiter for example, is essential for building customer loyalty and making them want to come back” . This is why the Loulou Group refused to offer takeaway food during the pandemic, as many other restaurants did. For him, technology cannot replace real human contact, even if it can sometimes bring benefits.
— LuxusPlus (@luxusplus) October 8, 2021
For its part, Le Rouge Français relies on showrooms, but above all on virtual reality, which allows the customer to be projected into the heart of the cosmetics manufacturing process, by taking them, for example, to the fields from which certain products used in this manufacturing process are harvested. We work a lot on the feeling, the story that can be behind the design or the packaging of a product : “The experience is not only about the product, but also about the packaging“, says Elodie Carpentier.
For Barnes International, Oonagh Mackenzie explains that their customer base is primarily foreign and international. For tours, technology is also used, allowing a new virtual experience.
— LuxusPlus (@luxusplus) October 8, 2021
In terms of the future of their perception of the customer experience, all three stakeholders agree that technology will be of paramount importance. However, it should not take over the real human contact, which is more pleasant and still very important in people’s hearts. Technology must therefore be coupled with, and even complement, the knowledge that companies have of their customers.
Featured Photo : © Screen Cam
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[EN] CLAIRE DOMERGUE, A SPECIALIST IN COMMUNICATION IN THE LUXURY SECTOR, HAS SURROUNDED HERSELF WITH EXPERTS TO CREATE THE FIRST MEDIA DEDICATED TO THE ECONOMIC NEWS OF LUXURY AND FASHION. THE LATTER DRAWS THE ATTENTION OF ITS READERS TO ALL THE MAJOR PLAYERS IN THESE SECTORS WHO SHARE THEIR EXPERIENCES, VISIONS AND KNOW-HOW. MORE THAN A SPECIALIZED WEBZINE, LUXUS PLUS IS A MULTI-SECTOR INFORMATION SYSTEM, WHICH HAS BECOME THE REFERENCE MONITORING TOOL FOR LUXURY AND FASHION PROFESSIONALS. OUR NEWSLETTERS CONTRIBUTE TO MAKE OUR READERS AWARE OF THE CHANGES AFFECTING THE LUXURY INDUSTRIES. THANKS TO AN INCREASED WATCH AND AN EXCELLENT KNOWLEDGE OF THE SECTOR, WE ARE INTERESTED IN THE MAIN ECONOMIC AND TECHNOLOGICAL STAKES OF FASHION, FINE WATCHMAKING, JEWELRY, GASTRONOMY, COSMETICS, PERFUMES, HOTELS, PRESTIGIOUS REAL ESTATE...********[FR] Claire Domergue, spécialiste de la communication dans le secteur du luxe, s’est entourée d’experts pour créer le premier média consacré à l’actualité économique du Luxe et de la mode. Ce dernier attire tout particulièrement l’attention de ses lecteurs sur l’ensemble des acteurs majeurs de ces secteurs qui y partagent leurs expériences, visions et savoir-faire. Plus qu’un webzine spécialisé, Luxus Plus est un système d’information multi-sectoriel, devenu l’outil de veille de référence pour les professionnels du luxe et de la mode. Nos newsletters de veille contribuent en effet à sensibiliser nos lecteurs aux mutations qui touchent les industries du luxe. Grâce à une veille accrue et à une excellente connaissance du secteur, nous nous intéressons aux principaux enjeux économiques et technologiques de la mode, la haute horlogerie, la joaillerie, la gastronomie, des cosmétiques, parfums, de l’hôtellerie, l’immobilier de prestige…