A Comprehensive Report on Gucci's Customer Experience Management

This report provides a comprehensive analysis of Gucci's customer experience management. It begins by identifying three distinct customer types and their perspectives on the brand. The report then examines the customer experience over time, including a journey map, and presents evidence from generative research data, such as direct interviews and customer experiences. A competitor analysis is conducted, comparing Gucci to brands like Armani and Versace, highlighting areas where Gucci excels and where it lags behind. The report summarizes the findings, noting the importance of online product delivery and pricing strategies. Appendices include a questionnaire and customer survey used in the research, providing valuable insights into customer satisfaction, preferences, and areas for improvement. The analysis underscores the significance of maintaining product quality while adapting to evolving market demands and competitive pressures in the luxury fashion sector.