Developing ever more memorable experiences in an ever changing environment

Attention to detail, excellence of know-how, virtuosity: the luxury sector has always combined excellence and exclusivity of products and services to amaze a particularly demanding clientele. Today, it is faced with two major challenges: the pandemic has highlighted the weaknesses of a sector that needs to better control its supply chain, manufacturing and distribution, but also to explore the emotional side of the business more and more in order to create unique and unforgettable customer experiences, worldwide.

In this context, we support luxury industry players in the deployment of their supply chain optimisation, customer experience improvement and sales channel development projects.

We address these issues on all dimensions of the company: strategy, organisation, skills, solutions, performance management and optimisation.

Our expertise allows us to address key issues for luxury players:

  • Customer experience and omnichannel commerce
  • Redesign and internalisation of distribution networks
  • Development of new digital services
  • Excellence from the manufacturing to the distribution chain

Definition and implementation of a customer relationship strategy for a luxury hotel group

With the objective of providing an excellent customer experience, Colombus Consulting developed a strategy to refine the customer relationship as closely as possible, in particular through the use of CRM tools integrated into the operational processes in the establishments. Our intervention allowed the hotel group to acquire a better knowledge of its customers, to create a more personalised experience and to obtain a more efficient management of prospects’ requests.

Support to the Data strategy of a Swiss watch manufacturer

Colombus Consulting supported the Swiss watchmaker to establish the maturity of the organisation on data and to better target the associated challenges. Our intervention allowed to define the priorities of the business lines on data, the possible use cases, but also to articulate the target organisation, the new skills to be developed, and the solutions to be put in place through an ambitious roadmap.