CLIENT overview

21/10/24, 22:58

CLIENT

CLIENT "A brand is a set of expectations, memories, stories and relationships that, taken together, account for a customer's decision to buy one product or service over another." Seth Godin

THE CLIENT EXPERIENCE we want to offer Relevant: a client experience that communicates the Fendi identity, instils knowledge and is based on Fendi's competitive advantages. Emotional: filled with empathy, the Fendi Client experience is inspiring and communicates warm hospitality. Flexible: centred on the client, each client experience is personalized, innovative and handled with a proactive and dynamic spirit. Interactive: based on a conversation, the client experience is integrated within the client path with Fendi, whatever the channel or touchpoint. Building long-term relationships is encouraged, with each contact a step toward this goal.

FENDI EXPERIENCE FLOW* is a mindset and a training program with four main objectives: https://fendi.sharepoint.com/:u:/r/sites/CICERO_EMEI/SitePages/CLIENT.aspx?csf=1&e=KQb4ff

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21/10/24, 22:58

CLIENT

Place clients at the heart of the Fendi Experience and connect them to the Fendi universe
Value clients to make them feel unique, anticipate their expectations and surprise them
Master the selling fundamentals
Develop a Client Advisors’ autonomy and confidence to nurture relationships with walk-ins and clients *A flow is a state of mind in which a person is fully immersed in performing an activity while feeling energetic, fully involved and enjoying the process.

OMNICHANNEL

CLIENT ACTIVATION

https://fendi.sharepoint.com/:u:/r/sites/CICERO_EMEI/SitePages/CLIENT.aspx?csf=1&e=KQb4ff

SALES TRANSACTION

AFTER SALES

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Source: CLIENT/CLIENT overview.pdf