Customer Experience Report: Tommy Hilfiger's Value Maximization

This report provides an in-depth analysis of Tommy Hilfiger's customer experience strategies, focusing on factors that influence the company's ability to maximize customer value. It explores the importance of customer value and service, examining how Tommy Hilfiger's quality processes and pra...Read More

nderstanding and ngaging in the Customer perienceU E Ex
ommy ilfigerT H

Executive summary
Creation of the Customer value is the ultimate aim which every business have in the present
business environment t has become a significant element to measure while measuring the. I
success of the business t can be ma imised when high level of Customer e perience is. I x x
provided to the customers Customer e perience gets the customer engaged to the brand. x
and bring satisfaction in order to develop loyalty for the brand.
he assignment focuses on the factors which influence the ability of the organisation toT
ma imise the customer value Also the second part of the report focuses on the qualityx . ,
processes and other practices adopted by ommy ilfiger to generate high customer satisfactionT H
and ma imum value to the customers ommy ilfiger is the leading fashion brand which wasx . T H
found in America but now operating in various parts of the world.
t is concluded that the company has evolved itself and has shifted to digital space afterI
realising the opportunities provided by the digital platform he company should adopt the. T
practices which satisfies the e pectations of the customers t is the only way to make success sinx . I
the highly competitive market.

Table of Contents
ecutive summaryEx ..................................................................................................................................1
ntroductionI .............................................................................................................................................3
rief background of the reportB ..............................................................................................................4
actors influencing the ability of ommy ilfiger to ma imize the customer valueF T H x ..................................5
mportance of customer value and customer serviceI ........................................................................5
Critical analysis of the factors which impacts the ability of ommy ilfiger to ma imise the customerT H x
value..................................................................................................................................................7
Critical analysis of the quality processes and effectiveness of ommy ilfiger in meeting customerT H
requirements.......................................................................................................................................12
Conclusion...........................................................................................................................................16
References...........................................................................................................................................17

Introduction
Customer e perience has become a very common and very significant phrase in the recentx
ti
mes Customer e perience can be the factor for the competitive advantage of the companies. x
and this shows whether the company need to improve their approach or to encompass it
(Schmitt, 2016). Customer e perience is the sum total of retail or digital e periences andx x
interactions of the customer with the business t is how a customer gets engaged to the. I
brand and gets satisfied with its service.
he assignment here presents the analysis of the factors which influence the ability of theT
organisation to ma imise the value of the customer hese factors are the essence whichx . T
determines the engagement of the customer with the business Also a clear understanding. ,
will be set up of the quality processes of the company and how effective it is in meeting the
requirements and needs of the customers.
he assignment is focused on an American ashion brand ommy ilfiger which was found inT F , T H
the year he company started with the men fashion apparel but later on entered into1985. T
women clothing accessories perfumes and other lu ury items he company at present is, , x . T ,
one of the leading designer brand which is recognised internationally t offers preppy and. I
latest designs to its customers and is known for its breadth of collections he brand was. T
acquired by V Corp in and since then the brand has grown and has built a networkP H . 2010 ,
in over countries with more than stores worldwide throughput America Asia pacific90 1400 ,
and urope he company made a retail sales of more than S billion inE . T U $ 6.5 2014 ( ommyT
ilfigerH , 2018).
he brand believes in providing premium quality products to the customers to provide themT
value hat is why it has a strong global recognition by the customers he company runs on. T , . T
three principles which are the way they create their product the way they operate and the,
way they connect with people and communities his shows that company believes in. T
delivering the best customer e perience and it is successfully doing the samex ( ommyT
ilfigerH , 2018).

Brief background of the report
he report here discusses about the quality processes at the workplace of the brand chosenT
and it would also analyse the customer e perience of ommy ilfiger t would analyse thex T H . I
range of factors which impact the value of the customers of ommy t will also showcaseT . I
the activities on which the brand is focussed and aims at providing best e perience to itsx
customers A view will be provided on meeting the requirements of the customers of the.
company t will evaluate the challenges and the opportunities available with the brand to. I
ma imise its customer valuex .
he report will also discuss about the terms and concepts like customer value e perienceT , x ,
role of Customer Relationship management and relationship between the business and
customers which will help in identifying the critical success factors of the brand which
ma imises the value of the business and its customers as a whole Recommendations will bex .
provided in order to provide ma imum value to its customers t will also contain thex . I
discussions about the importance of marketing tools in ma imising the advantage of thex
brand for its customers.

Factors influencing the ability of Tommy Hilfiger to
maximize the customer value.
Customer service is the term which provides an idea about the satisfaction level of the
customers and by the skill of handling the customers by the business t is the assistance. I
provided by the businesses to the people who use those services t can also be understood. I
as the act of taking care of the customers by providing high quality and ti mely services for
meeting the requirements of the customers ( rewal evy and umarG , L K , 2009).
Customer value is another concept which shows the satisfaction or customer e periencex
perceived or e pected one by buying a product or service enerally there is a difference( x ) . G
between the perceived value by the customers by using same service or product So the fi nal. ,
customer value can be calculated or derived by comparing the perceived benefits with the
costs incurred here are many drivers of the customer value which includes products. T
function points of differentiation quality of product service services provided by the company, , / , ,
marketing efforts of the company branding done by the company price of the products, , ,
e isting relationship or e perience and personal bias towards any brandx x ( uccinelli et alP , . .,
2009).
According to Verhoef and emon in the recent ti mes organisations have started payingL (2013), ,
more attention to the customer Value management CVM t is done with the help of( ). I
Customer centric management systems whose main aim is to ma imise the customer valuex .
he businesses aim to ma imize the value of their customers by attracting them through costT x
reduction programs innovative products or by alluring them through offers A customer gets, .
engaged with the company only when there is something with the company to provide or
offer to the customer he combination of the drivers of customer value which are discussed. T
above heightens the customer e perience and also enhances the value of the brand as ax
result Verhoef et al( , . ., 2009).
Importance of customer value and customer service
According to almer the organisations can only value customers and ma imise thisP (2010), x
value by ti mely managing the customers and their services ecuting and providing. Ex
appropriate services is a challenge for the businesses Customer value ma imisation is like a. x

utopian situation for most of the organisations but the present tools and techniques and the
processes help organisations in making it happen t is very important to ma imise the. I x
customer value for the below given reasons:
To build up loyal relationship with clients: t is very important for the business to earn andI
gain loyalty from its customers his is how they can e pect for repeat purchases and more. T x
customer engagement hen an organisation have good relationship with its customers it. W ,
clearly reflects on its performance and earnings erry Carbone and aeckel(B , H , 2002)
For increased revenues and sales: increased customer value provides increased revenue
and sales for the business t further helps the company in establishing itself in the market. I
or industry.
Turns non customers into the real ones: ood customer services often turns non customersG
or the non interested customers into the real customers and loyal customers of the-
organisation t is not necessary that all the customers who visit the store or website of the. I
company will purchase the products or services from there but good services from the
company turns them into the loyal customers of the brand entile Spiller and oci(G , N , 2007).
Improves quality of products/ services: continuous provision of good services by the
company helps in gaining insights about the needs and requirements of the customer and
that is how they are bale to align their e pectations with their services so that best suitablex
services can be provided.
hese points clearly indicates the importance of good quality service and customer value forT
the organisation t is one of the way and the most important one for maintaining good. I
relationship between the clients and the business ill and Ale ander(H x , 2017).

Critical analysis of the factors which impacts the ability of Tommy
Hilfiger to maximise the customer value
As it is already discussed that the customer value and services goes hand in hand and are
very important for the organisations his section will focus on the factors which influence the. T
ability of the ommy ilfiger for ma imising the value of its customersT H x .
Quality of the products
ommy is always concerned about the quality of its products he company is focussed onT . T
its quality and makes sustainability as its integral part uality is something which should. Q
never be compromised by the brand f a company has a lousy product and if it s sold in. I ’
good numbers then it s definitely a luck of the brand o marketing or no R can bring long’ . N P
term success for the company if quality is not maintained by it in its products he quality of. T
products impel the customers to choose the product over its competitors t can be. I
considered as the most important aspect which influence the ability of the fi rm to affect
customer value followed by Service and cost ( umar and ReinartzK , 2016).
heel of ualityW Q
his concept was given by enneth Rose which answers various questions with respect toT K H.
the quality management his can also be understood as an advanced version of DCA. T P
Model which helps in maintaining the required quality of the products or services of the
organisation DA model is the lan Do Check and Action model which is a quality control. P P , ,
program for the organisations he wheel of quality helps in understanding the best practices. T
of management of quality for the organisation t provides an understanding as to how. I
customers can be provided high quality services and how improvement can be brought in
the services of the company (Dudin et al, . ., 2015).
Customer requirements and needs
he companies need to focus on the requirements and needs of the customers his helpsT . T
them in bringing improvement in their products and services and increases the ability of the
company to increase and ma imise customer value his can be done by conducting marketingx . T

research or survey which gives company an idea about the needs of the customers and how
the company can provide e cellent customer servicex ( ussain asser and ussainH , N H , 2015).
Training and development practices
As customer value is dependent mainly on customer service it is very important for an,
organisation to provide e cellent training to its employees so that they can increase thex
ability of the company to provide amazing services to the customers raining and. T
development helps in increasing the skills and knowledge of the individuals which helps
them in providing the best quality services to its customers So it is evident that training to. ,
employees definitely improves the customer value ( eckers Risselada and VerhoefB , , 2014).
Attention on processes
he processes of the company determines how successfully it satisfies customer and providesT
value to him he processes includes customer feedbacks and surveys which tells the. T
organisation about the actual responses of the customers t help ommy in bringing changes. I T
in its services and revamping the designs and models of the services provided to the
customers he products and services of an organisation are created keeping customers in. T
mind his is how they can provide the best services and can create e cellent customer. T , x
e periencex .
Styles of management and leadership
eadership is the way of leading people and employees so as to achieve common goals ofL
the organisation he style of leadership of ommy will determine the customer services. T T
because leadership style determines the quality and type of services provided to the
customers he leaders need to motivate and influence the employees to provide e cellent. T x
services so that the customers can get a smooth e perience with no fault in the servicesx .
So leadership has a great influence eon the ability of the organisation for creating and,
ma imising the customer valuex ( sou and uangT H , 2018).

Smooth and clear communication
Communication is the act when two or more people interact with each other and there is a
fl
ow of information ideas or opinions Communication between the employees and customers, .
so should be seamless t is because smooth communication will help customers in raising= . I
any query and in getting it solved without any hassle t plays major role in meeting the. I
e pectations of the customers and in also enhancing their e perience with the company sx x ’
services here are so many mediums through which an organisations communicates with its. T
customers Ver ssimo and oureiro t can be telephones emails social media digital( í L , 2018). I , , ,
media and more Communication channels chosen by the company should be such which do.
not provide any blocks and increase the speed and quality of communication t also increases. I
the reliability and consistency of the information on which the customers can believe easily.
he customer do not accept the fact that the organisations fail to solve their queries orT
problems So it is very important for any organisation to maintain smooth and consistent. ,
relationship with its customers with the help of seamless communication t shows that. I
communication is the factor which affect the ability of the organisation of providing ma imumx
customer value ( einstein and ohlmanW P , 2015).
Active listening and interpersonal skills
he interpersonal skills of the employees of the organisation and the active listening by theT
customer service department of the organisation affect the satisfaction level of the customers t. I
is seen that when a customer comes up with a genuine problem the ti me to solve problem,
and the way in which his query is resolved is taken into consideration hen they listen. W
actively to the customers clear understanding is developed between the business and the,
customers t helps in meeting the requirements and actual needs of the customers which. I
ma imises the value of customers ellerx (K , 2017).
Customised services
t is often seen that when a customer feels that the services are designed as per his needs andI
requirements he tends to get more attached to the brand or company t is known as, . I
customisation of services which personalise the e perience for the customers and onlyx

relevant content is shared with the customers which enhances their e perience and makesx
them loyal for the brand Sondhi Sharma and alla( , K , 2017).
Accessibility
he accessibility of the products and services should be easy for the customers whichT
enhances their e perience and impact heavily on the value derived by the customers t isx . I
very important for a brand to make its services and products available for the right target
audience ( u eak and rybutokX , P P , 2015).
Speed of the delivery of services
t is very important for a company to focus on the speed of loading a page if the customer isI
shopping on online platform Also speed of customer service on offline mode also determines. ,
the satisfaction level of the customers he faster page will load happier will be the customer. T , .
f the page loading will take ti me customer will take no ti me to shift on to another page orI ,
website his impacts the customer value a lot n the world of high competition it is very. T . I ,
important for a company to maintain its number of users so that competition can be met
erguson(B , 2002)
Navigation between the pages and user friendly website
he website of ommy should be user friendly which can make customer e perience moreT T x
smooth and rich he navigation between different pages should be smooth which can make. T
this process less cumbersome eywords should be used to make it easy for the customers. K
to search for any particular product (Agnihotri et al, . ., 2016).
Language used
he language used on the website should be kept keeping in mind the country culture andT ,
religion of the people in a country anguage impacts a lot on the customers Also the. L . ,
comple ity of language makes it tougher for the customers to understand and deal with thex
company he language used should be easier so that the customers feel fi ne with the. T
website or information provided t will definitely increase the e perience of the customer and. I x
will heighten its value.

Choice and convenience
f it is easy and convenient for the customer the sales and interaction with the customer willI ,
increase he opposite will happen if convenience is not provided Convenience can be. T .
termed here as the decisions taken regarding what to buy from where to buy easy, ,
payment options available and easy to navigate between pages t makes process for the. I
customers easier and smooth and also enhances the e perience of the comer Also thex . ,
variety given to the customer also adds up to the customer value t is because variety is the. I
spice of life and this is what believed by the customers nowadays hey have number of. T
other brands to choose from and only if number of choices will be provided it will help,
customers to remain intact with the same brand or company (Radojevic Stanisic and Stanic, ,
2015).
Sustainability and community involvement
ith the advent of sustainability concept it has become more important for the companiesW ,
to be sustainable and involve communities in their actions so that the community can provide
their valuable views and the sentiments of the community can be involved in the process of
buying and selling of the products and services f strong community is built by the company. I ,
it will impact a lot on increasing the customer value Cook( , 2017).
Above discussed factors are some of the factors which impacts the ability of the companies
so that they can ma imise the value of customers here are many other factors whichx . T
impacts the same uilding up relationship with the customers has now become an. B
indispensable part of the customer service process

Critical analysis of the quality processes and
effectiveness of Tommy Hilfiger in meeting customer
requirements
he global companies nowadays leverage new technologies and tools which helps inT ’
increasing the efficiency of the processes and in meeting the demands of the customers so that
competitive advantage can be gained Successful companies like ommy have fi gured out that. T
customer satisfaction directly impacts the value provided to the customers he quality. T
processes or quality management systems can be defined as the processes and structures
which are implemented to improve the management of quality ( oetsch and DavisG , 2014.).
his section will focus on the quality processes of ommy ilfiger which helps in meeting theT T H
customer requirements As per. ommy ilfiger the brand delivers premium productsT H (2018),
and quality services so that value can be added to the consumers worldwide he brand is. T
focussed on quality and is inspired to make it as an integral part of the business he. T
company sells its products both on digital platform and through online stores so that it can
attract masses and drives value for the customers at both the platforms.
ere are some practices and processes of the ommy ilfiger which states how it meetsH T H
customer requirements effectively:
High quality Customer service
he Company has high quality customer service strategies which helps it in outsmartingT
competition in the industry he company sees an opportunity for significant growth and that is. T
why it adopts several growth strategies which includes:
 Driving consumer engagement by investing in their in store and online e periencesx
 panding the reach and direct control over various licensed businessEx
 nvestments made to evolve and improve systems data control and supply chain initiativesI ,
of the business
 Develop skilled employees to ma imise customer satisfactionx
 enerate good amount of cash fl ow to seek and ma imise the returns of the businessG x
( ommy ilfigerT H , 2018)

Marketing campaigns and expanded portfolio of products
he company is consumer centric and enhance customer e perience by implementing aT x
global level marketing campaigns to engage customers Right products are delivered to.
different segments as per their demands and aspirations he company believes in delivering. T
right products to the customers that is why it builds up an attractive portfolio of brands which
have potential of growth and it also provides recognition to brand in the world of high
competition (Doligalski, 2015).
he organisation have forward thinking which takes it into sustainability actions he companyT . T
have some core values which includes partnership individuality passion integrity and, , ,
accountability he company is accountable for the best interest of its customers and other. T
stakeholders which helps it in maintaining a good quality process which ultimately increases
the customer value of the organisation ( aulK , 2017).
Reimaging the brand
ith the advent of globalisation the brand has reimagined itself as per the latest trends andW ,
requirements he company is investing into the partnerships a campaigns which shows its. T
concerns for the public ( swald and leinemeierO K , 2017). he company shares itsT
happenings and campaigns on acebook nstagram and twitter which gives them millions ofF , I
views and the advantage of social media platform he company says that in order to keep. T
the brand young they have to run this whole idea of being on the social media he, . T
company has changed and revamped its recognition as digital age evolved he owners of the. T
company says that the company need to be a fashion house which speak to a new generation
of consumers his shows how ommy and its processes are able to meet the changing. T T
needs of its customers Segran( , 2016).

Digital Campaign by ommy ilfigerT H
Customer relationship Management
Customer Relationship Management CRM can be understood as the strategy which has( )
been adopted by many organisations in order to build up strong relationships with the
customers t helps companies to stay connected with its customers and improve the. I
profitability of the company along with the increased satisfaction of customers ( hodakaramiK
and Chan, 2014).
ith the increased competition ommy ilfiger adopted CRM processes in order to establishW , T H
good relationships with its customers he company has pushed its customers to go for. T
online sales form its website hey also have feedback forms so that customers could give. T
their feedbacks which will be ultimately used to improve the quality of the services of the
company o develop loyalty with the clients ommy uses CRM ool which provides direct. T , T T
impact on the e perience of its customers and also creates a database for making futurex
sales of the company ommy is using its CRM tool well to provide what is required and. T
demanded by its customers t has ma imum impact on the customer value of the brand. I x
( achmann alsh and ammesB , W H , 2018).
Social networks

ommy has shifted its focus to social networks in the past few years t is because theT . I
company knows that they have clear opportunity to go digital or making this shift and to. F
make it easier for the customers to get engaged and interact with the brand the company,
has focussed on the unique and quality content which enables everyone to get engaged
with the story of the brand and also attracts target groups he company combines the. T
strength of influencer marketing which reward the most loyal fans of the company and perks
are provided to them like free access to the fashion show he company says that every. T
season that strive to develop new digital programs so that new audience can be engaged y. B
using digital technologies the company is able to provide unique e periences to its, x
customers ( amaZ , 2014).
Online shopping experience to the customers
he companies believes in shifting to the new and trendy he company has accepted thatT . T
ecommerce is in and it will provide huge benefits to the company he company is now. T
providing the online shopping e perience to the customers through which they can havex
lu ury e periences online he company care about its customers and that it why it providesx x . T
customer care options on the website through which quick interaction can be made between
the customers and the company he company also have retail stores which aims at. T
providing best products to the customers Caring about the customers is the key which.
provides high value to the customers of the company ( angW , 2015).
ike this it can be seen that the company has performed really well in managing its qualityL ,
processes and in ma imising the value for its customers he company intelligently uses thex . T
way outs which provides rich and smooth e perience to the customers and heightens theirx
e perience and value derivedx .

Conclusion
t can be concluded that ommy ilfiger is the leading name in the world of fashion and theI T H
company has started with its retail journey through retail stores but has now shifted to digital
age so that it can leverage the opportunities available in the retail industry and ecommerce
industry he company has successful created its aura in the industry and is been successful. T
in engaging the customers with the brand he brand is lu ury and with this it has. T x ,
responsibility of providing lu ury e periences to its customers to fulfil their demands andx x
requirements ailing to this customers can easily switch on to the other brand which would. F ,
be a huge loss to ommy ilfigerT H .
he report has discussed about the customer value and customer service t is customerT . I
service and the quality of customer service which enhances or ma imises the customerx
value t is also discussed that which factors are most responsible for making the organisation. I
able to ma imise the value to its customers t is also discussed that there are many factorsx . I
like quality of services communication channels ease of processes language and more, , ,
factors which influence the ability of the company to ma imise the customer value hex . T
second section of the report discusses the quality processes and practices adopted by tommy
which helps it in dealing with the tough competition in the market by engaging its customers
and their loyalty.
t is clear from the report that no matter how good the service quality is and how establishedI
the business is moving and shifting as per the demands of the consumers and present age is,
necessary t helps business in adopting present comple ities of business environmental and. I x
also in satisfying the customer needs t is clear that the shift to digital age has brought a lot of. I
success to ommy ilfigerT H .

References
Agnihotri R Dingus R u M and rush M Social media nfluencing customer, ., , ., H , .Y. K , .T., 2016. : I
satisfaction in salesB2B . ndustrial Mar eting ManagementI k , 53 pp, .172-180.
achmann alsh and ammes Consumer perceptions of lu ury brands AnB , F., W , G. H , E.K., 2018. x :
owner based perspective- . European Management ournalJ .
eckers S Risselada and Verhoef C Customer engagement A new frontier inB , .F., , H. , P. ., 2014. :
customer value management. Hand oo of service mar eting researchb k k , 2 pp(6), .97-120.
erguson ssentials of CRM a guide to customer relationship managementB , B. P. (2002). E : .
nline ew ork iley http www tsd ac uk en lrc onlineresources e books Accessed[O ] N Y : W . :// . . . / / / / - / [
August12 2018].
erry Carbone and aeckel S Managing the total customerB , L.L., , L.P. H , .H., 2002.
e periencex . M loan management revieIT S w, 43 pp(3), .85-89.
Cook S, ., 2017. Measuring customer service effectiveness Routledge. .
Doligalski nternet based Customer Value Management, T., 2015. I - . eveloping CustomerD
elationships nline Helder erg pringerR O . b : S .
Dudin M rolova ryzunova and Shuvalova he Deming Cycle DCA, ., F , E., G , N. , E., 2015. T (P )
concept as an efficient tool for continuous quality improvement in the agribusiness.
entile C Spiller and oci ow to sustain the customer e perience AnG , ., , N. N , G., 2007. H x ::
overview of e perience components that co create value with the customerx - . European
management journal, 25 pp(5), .395-410.
oetsch D and Davis SG , .L. , .B., 2014. uality management for organi ational excellenceQ z pper. U
Saddle River pearson, NJ: .
rewal D evy M and umar V Customer e perience management in retailing AnG , ., L , . K , ., 2009. x :
organizing framework. ournal of retailingJ , 85 pp(1), .1-14.

ill and Ale anderH , N. x , J., 2017. he hand oo of customer satisfaction and loyaltyT b k
measurement Routledge. .
ussain R Al asser A and ussain Service quality and customer satisfaction of aH , ., N , . H , Y.K., 2015.
A based airline An empirical investigationU E- : . ournal of ir ransport ManagementJ A T , 42,
pp.167-175.
aul D Customer Relationship Management CRM Customer Satisfaction and CustomerK , ., 2017. ( ),
ifetime Value in RetailL . evie of Professional ManagementR w , 15 pp(2), .55-60.
eller Managing the growth tradeoff Challenges and opportunities in lu uryK , K.L., 2017. : x
branding n. I dvances in uxury rand ManagementA L B pp algrave Macmillan( . 179-198). P ,
Cham.
hodakarami and Chan ploring the role of customer relationshipK , F. , Y.E., 2014. Ex
management CRM systems in customer knowledge creation( ) . nformationI &
Management, 51 pp(1), .27-42.
umar V and Reinartz Creating enduring customer valueK , . , W., 2016. . ournal ofJ
Mar etingk , 80 pp(6), .36-68.
swald and leinemeier MO , G. K , ., 2017. haping the igital EnterpriseS D Springer nternational. I
ublishingP :
almer A Customer e perience management a critical review of an emergingP , ., 2010. x :
idea. ournal of ervices mar etingJ S k , 24 pp(3), .196-208.
uccinelli M oodstein R C rewal D rice R Raghubir and Stewart DP , N. ., G , . ., G , ., P , ., , P. , ., 2009.
Customer e perience management in retailing understanding the buying processx : . ournal ofJ
retailing, 85 pp(1), .15-30.
Radojevic Stanisic and Stanic nsuring positive feedback actors that, T., , N. , N., 2015. E : F
influence customer satisfaction in the contemporary hospitality industry. ourismT
Management, 51 pp, .13-21.

Richardson A nderstanding Customer perience nline Accessed from, . 2010. U Ex [O ].
https hbr org understanding customer e perie:// . /2010/10/ - - x Accessed on August[ 11 2018].
Schmitt Customer e perience management, B., 2016. x . Hand uch o ialtechni en derb S z k
ommuni ation Grundlagen nnovative ns t e Pra ti sche mset ungenK k : –I A ä z – k U z pp, .1-13.
Segran ow ommy ilfiger s Reimagining is rand, E 2016. H T H I H B . ast CompanyF nline[O ].
Accessed from https www fastcompany com how tommy hilfiger is reimagining:// . . /3064125/ - - - - -
his brand- Accessed on August[ 11 2018].
Sondhi Sharma R and alla S M Customer engagement in the ndian retail, N., , B. . K , . ., 2017. I
banking sector an e ploratory study: x . nternational ournal of usiness nnovation andI J B I
esearchR , 12 pp(1), .41-61.
ommy ilfiger About s nline Accessed fromT H , 2018. U [O ].
http global tommy com in en about overview:// . . / / / / /8 Accessed on August[ 11 2018].
sou and uang mpirical Study of the Affecting Statistical ducation onT , H.T. H , Y.W., 2018. E E
Customer Relationship Management and Customer Value in i tech ndustryH - I . Eurasia ournalJ
of Mathematics cience and echnology Education, S T , 14 pp(4), .1287-1294.
Verhoef C and emon Successful customer value management ey lessons, P. . L , K.N., 2013. : K
and emerging trends. European Management ournalJ , 31 pp(1), .1-15.
Verhoef C emon arasuraman A Roggeveen A siros M and Schlesinger A, P. ., L , K.N., P , ., , ., T , . , L. .,
Customer e perience creation Determinants dynamics and management2009. x : ,
strategies. ournal of retailingJ , 85 pp(1), .31-41.
Ver ssimo M and oureiro S M C nhancers and tools to improve lu ury customerí , . L , . . ., 2018. E x
e perience otel managers perspectivex : H ’ . evista urismo esenvolvimentoR T & D , 4(21/22),
pp.197-206.
ang he value of lu ury brand names in the fashion industryW , T., 2015. T x .

einstein A and ohlman R A Customer value a new paradigm for marketingW , . P , . ., 2015. :
management n. I Proceedings of the cademy of Mar eting cience M nnual1997 A k S (A S) A
Conference pp Springer Cham( . 132-133). , .
u C eak D and rybutok V A customer value satisfaction and loyalty perspective ofX , ., P , . P , ., 2015. , ,
mobile application recommendations. ecision upport ystemsD S S , 79 pp, .171-183.
ama M nfluencers At he eart f rand Strategy he ommy ilfiger Case nlineZ , 2014. I T H O B – T T H . O ].
Accessed from https www launchmetrics com resources blog influencers at the heart of:// . . / / / - - - - -
brand strategy the tommy hilfiger case- - - - - Accessed on August[ 11 2018].