COLLECT CLIENT INFORMATION

22/10/24, 22:40

COLLECT CLIENT INFORMATION 🎯 How to build a consistent, contactable, updated CRM database.

Accurate Client Data Collection allows you to: Retain your Clients better through CRM initiatives Understand your Clients’ behaviours better and adopt personalized activities to ensure a UNIQUE EXPERIENCE

HOW TO Obtain your Client's Personal Data WHAT IF your Client is reluctant PRACTICAL WAYS to Collect Info

NB| Luxury is Exclusivity. CRM is all about delivering Unique Experiences. How to Obtain your Client's Personal Data: https://fendi.sharepoint.com/sites/CICERO/SitePages/CIC-Cards.aspx

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22/10/24, 22:40

COLLECT CLIENT INFORMATION

During the closing of the selling ceremony or at the cash, try to discover whether the Client has already been inserted into the system by asking simple questions such as:

"We already have the pleasure of counting you among our Fendi Clients, don't we?" "Have you already given us your contacts to join our Fendi Client Community?" "Do you remember if you've already filled out our Unique Client Card?"

You will get two possible answers:

NO: invite the Client to fill in the card with questions such as: "Would you like to share your contact information with us and stay in touch with FENDI family? "This will ensure that you're always aware of the latest FENDI releases and exclusive events designed for our Best Clients!"

YES: kindly ask for their last name and search in the Retail system/Heaven: "Perfect. Would you please remind me what your last name is?" NB| When the Client appears in the search results, ensure that it really is them and not someone with the same name.

Homonym Client Useful Tips: To be sure the Client is not a homonym, you can mention contact data displayed in the search result (i.e., “Is … your city?“ “Does your e-mail starts with… ?”, “Does your mobile phone end with ….”). ❗ Please respect the Client’s privacy by not mentioning these data in full.

What if the Client asks for more information or is reluctant to leave us their personal data? Examples:

Client:

Your Answer:

https://fendi.sharepoint.com/sites/CICERO/SitePages/CIC-Cards.aspx

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COLLECT CLIENT INFORMATION

"Sorry, I'm in a hurry."

No Problem! You can just give us your name, email, and phone number and next time, we'll fill in the rest of your information for a complete experience.

"No thanks, I live abroad."

Fantastic! Creating a Unique Client Profile allows you to benefit from a better after-sale service on a worldwide level.

"No, sorry. I already have too many emails to deal with."

Your personal contact will only be used for relevant information about exclusive releases and events. If you change your mind, you can easily unsubscribe with a click.

"I don't know where my personal info will be kept."

All Client info is kept strictly confidential and is only processed by Fendi. It’s in our interest not to give it to third parties.

Four Practical Ways to Collect Client Info:

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Heaven > Digital Customer Information Card (CIC)

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Beanstore > Digital Customer Information

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Physical Customer Information Card (CIC) - on paper

Do Ensure the sale is associated with the correct customer. Never create fake/dummy customers. Checks are performed on customer data. Never add fake or incomplete data to the phone/email/Name/Surname/Nationality. Never add the phone without the international suffix using +instead of the first zero.

https://fendi.sharepoint.com/sites/CICERO/SitePages/CIC-Cards.aspx

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Source: CLIENT/CLIENT ACTIVATION/COLLECT CLIENT INFORMATION.pdf