After sales services and added values for watch companies

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. Enhancing the services to YOUR customers
INTRODUCTION TO SERVICES
SUGGESTIONS
HOW I CAN CONTRIBUTE
ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS

3. Part 1:
Introduction to
services
ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS

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. 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. 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. Part 2:
SUGGESTIONS
ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS

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. 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. Part 3:
MY
CONTRIBUTIONS
ENHANCING SERVICES TO YOUR LUXURY CUSTOMERS

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. 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