Gartner Research

Lessons in Luxury: How Luxury Goods Retailers Are Using a Multichannel Approach to Enhance the Consumer Experience

Published: 20 January 2016

ID: G00296555

Analyst(s): Thomas O'Connor


Multichannel retailing provides a unique opportunity for luxury goods retailers to build a new, superior level of consumer experience. Heads of supply chain in luxury goods retail must enable their businesses to turn this opportunity into commercial competitive advantage.

Table Of Contents
  • Key Challenges



  • Construct a Compelling Business Case to Exploit Your Luxury Retail Multichannel Operations Based on Clear Business Benefit, Defined Strategic Approach and Understanding of Risk
    • Establish a Clear Business Benefit
    • Define the Strategic Approach Required to Implement Multichannel Retail in Your Luxury Goods Business
    • Understand the Business Risks Upfront
  • Generate Sponsorship From Executive Management to Make Your Multichannel Approach More Consumer-Centric, and Then Cascade the Benefits and Rationale for This Change Throughout the Organization
  • Create a Multichannel Exploitation Roadmap That Will Optimize Stock Holdings In-Store and Ensure a Luxurious, End-to-End Consumer Experience That Drives Both Sales and Consumer Repurchase
    • Continuous Inventory Rebalancing and the Product Assortment
    • Enhance the In-Store Consumer Experience
    • Elevate the Online Retail Consumer Experience

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