Customer Experience in Fashion Retailing

Merging Theory and Practice
1. Auflage 2024
ISBN: 978-1-032-45300-2
Verlag: Taylor & Francis Ltd

Buch, Englisch, 326 Seiten, Format (B × H): 245 mm x 173 mm, Gewicht: 650 g

Reihe: Mastering Fashion Management

This text provides a holistic, integrated and in-depth perspective on the growing field of customer experience (CX), in a fashion context.

Merging three core perspectives – academic, creative agency and retailer – the book takes a chronological approach to tracing the evolution of customer experience from the physical store, to omnichannel through channel convergence to consider the future of fashion retailing and customer experience. Beginning with the theoretical perspective, customer experience evolution in a fashion retail context is traced, considering the definition of customer experience, physical retail, the digitalisation of customer experience, omni-channel retail, in-store technologies and envisioning future retail CX. The retail creative agency perspective looks at how to locate and design customer experience journeys, designing harmonised CX across retail brand environments online and offline, responsible retailing and taking a human-centric approach to create visceral, wellbeing-based experiences. Finally, the retailer perspective explores real-life case studies of great customer experience from international brands, including Zara, Nike, Ecoalf, To Summer and Anya Hindmarch. Pedagogical features to aid understanding are built in throughout, including chapter objectives and reflective questions.

Comprehensive and unique in its approach, Customer Experience in Fashion Retailing is recommended reading for students studying Fashion Retail Management, Customer Experience, Retail Design and Visual Merchandising, Fashion Psychology and Fashion Marketing.

Zielgruppe

Postgraduate and Undergraduate Advanced

Autoren/Hrsg.

Alexander, Bethan

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing
• Wirtschaftswissenschaften Volkswirtschaftslehre Volkswirtschaftslehre Allgemein Verhaltensökonomik
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Einzel- und Großhandel
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Fertigungsindustrie Textilindustrie

Inhaltsverzeichnis

Part 1: Theoretical perspectives on retail customer experience. Chapter 1: Customer experience evolution in a fashion retail context: From mono- to omnichannel. Chapter 2: (Re)envisioned future retail customer experience. Part 2: Practitioner perspectives on retail customer experience. Chapter 3: Placing people at the heart of customer experience journeys. Chapter 4: Designing harmonised customer experiences for brand environments. Chapter 5: Creating visceral and human-centric customer experiences. Part 3: Retailer perspective on retail customer experience: Global case studies showcasing customer experience excellence. Chapter 6: Phygital customer experiences. Chapter 7: Sustainable customer experiences. Chapter 8: Visceral customer experiences.

Über Autor(innen)

Bethan Alexander is Reader in Fashion Retailing and Marketing and Research Lead at the Fashion Business School, London College of Fashion, University of the Arts, London. Bethan’s scholarly research interests span Multi-Sensory Fashion Retailing, Customer Experiences Online and Offline, Innovative Retail Formats, Retail Technologies and Future Retailing. Results of this research have been published in various academic journals and books in the fashion, retail, marketing and business disciplines. She champions research-informed teaching and leverages her extensive networks in collaborating with industry and academics internationally. Bethan is a published author, mentor and thought leader. She wrote Part 1 (Chapters 1 and 2) on theoretical perspectives of customer experience, as well as the Anya Hindmarch and Loanhood case studies.