143 Be FAIR142 Be FAIR MONCLER GROUP 2023

lected and repaired at the workshop in Ravarino (Modena). every stage of the relationships with partners ensures a constant contact with client care, attentive to any issue.

Moncler and Stone Island also periodically subject their busi- ness partners to audits carried out by both the personnel of the two brands and independent third-parties to verify the management of the Brands and compliance with service and quality principles in accordance with the ISO 9000 standard.

UNDERSTANDING AND FULFILLING CLIENT EXPECTATIONS Listening to clients is a fundamental strategic activity to offer a ser- vice that is increasingly aligned and consistent with clients desires and expectations. The VIBE project, adopted at a global level by the Moncler brand, involves the systematic collection of feedback from local clients after each purchase through a quick questionnaire that analyses, on a scale of satisfaction from 1 to 5, various aspects of the experience, including hospitality, personalisation and service.

The objective of the project is to identify and redress any cas- es of dissatisfaction, but above all, to support and focus the Client Advisor on getting to know clients even more so as to establish a long-term relationship.

The survey is structured into five steps: the day after the pur- chase clients receive, by email or SMS, a summary of their purchase which they can save and a questionnaire of five questions. Client feedback (VIBE) is immediately reported in the clienteling app avail- able to the Client Advisor, who will then be able to see the comment left by the client and thank them in order to strengthen the relation- ship. In case of dissatisfaction, the Store Manager will be tasked with finding a solution that fully meets the client s expectations and initiatives aimed at improving the in-store experience.

At the end of 2023, in line with 2022, the Moncler brand main- tained a high VIBE score of 93 (on a scale of 1 to 100), which measures the clients willingness to recommend Moncler to others. The Com- pany s objective is to maintain a high VIBE score for 2024 (over 90).

Moncler also has a worldwide direct client communication channel, Client Service. It is not only a reference point of contact for clients, but a channel for constant dialogue with a view to con- tinuous improvement. The service handles support requests from clients from the various channels, physical and digital, in an omni- channel perspective at global level. In 2023 the Company consol- idated the process of digitalising Client Service by strengthening its social media presence, using instant messaging, implementing web chat and integrating clienteling activities.

The Client Moment project is aimed at supporting Client Ad- visors in identifying and personalising client engagement moments. Multiple contact moments have been identified, from those related to the product such as the launch of a new collection (Product Mo- ments), to cross-cutting occasions such as international holidays (Festivity Moments), to personal ones such as birthdays (Personal Client Moments). each of them represents an important opportunity for Moncler to create value for its clients, build relationships of trust and deliver a highly distinctive and engaging experience.

Thanks to the digital Customer Relationship Management (CRM) application, the Client Advisor identifies and selects various client moments for each client that translate into personalised ap- pointments at Moncler stores, during which the client is followed exclusively by their trusted Client Advisor. This CRM platform also makes it possible to manage client lists in the most efficient way possible during the various collection launches, with a particular fo- cus on local clients.

Moncler also organises various events at its stores to en- sure a unique shopping experience. In 2023, customers enjoyed an immersive experience in Crans-Montana, participating in a se- ries of winter activities at the exclusive Swiss ski resort, fully per- sonalised by the Brand.

Furthermore, in an environment characterised by increasing- ly intense interaction between Client Advisors and clients, growing integration between the physical and digital channels, Moncler s clienteling app, MonClient, has taken on a role of fundamental im- portance. The application is based on a centralised and integrat- ed management of the CRM calendar, enabling Client Advisors to manage appointments, plan and record activities related to the Cli- ent Moment, check product availability, make sales, enhance client database and handle after-sales requests. during 2023, significant

improvements were made to the features of the MonClient app in support of proactive business management and client relations. The app will continue to evolve in 2024, with new features con- stantly being added.

As use of technology by clients accelerates, Moncler s clien- teling is becoming increasingly relational and supported by social platforms as well as by digital tools such as video messaging, digi- tal appointments, distance sales and phygital events, creating new synergies between physical stores and digital channels, accompa- nying clients in discovering the Brand.

The Stone Island brand underwent a year of consolidation in 2023 in building direct relationships with its clients thanks to the MyStoneCompass project (MSC), launched with a pilot project in Germany in 2021, extended to europe and the America Region in 2022, and launched at stores in Japan and APAC in 2023. Through this app, Client Advisors can keep in touch with clients and offer a personalised experience, even in the after-sales phase.

In 2023, two new features were added to both monitoring the proactivity of Client Advisors and providing support in responding to client needs in a more personalised manner.

AFTeR-SALeS ASSISTAnCe AS An InTeGRAL PART OF THe CLIenT exPeRIenCe The after-sales phase is another important moment in the relation- ship with clients for ensuring a positive client experience with the Moncler brand even after the purchase phase. Highly personalised and tailored services are offered to satisfy all clients requests, by putting style and collection experts at the individual s disposal.

After defining a global policy, identifying local tailors of qual- ity and providing stores with a replacement accessories kit to en- sure fast and excellent service, Moncler continues to strengthened the organisation of its after-sales management in the countries in which it operates, including through the creation of central plat- forms for handling repairs. This process has resulted in increasing- ly widespread and rapid after-sales service.

To extend garment s durability, the project for the Extra Life repair service was extended to all Regions in 2022. Thanks to this service, the Company has also begun to repair issues that it had not previously handled because they would have changed the style of the garment, such as holes in fabric, very often affecting garments purchased many years before. In 2023, Client Advisors participated in training sessions that underscored importance for the Group of integrating circular economy principles from the de- sign and creation process to the choice of materials and product longevity guarantee. In this occasion, the Extra Life service was presented and fabrics and possible repairs were discussed. See also pages 72; 163-164.

In 2023, 87% of all types of repair requests were fulfilled. In 2023, the desire to create a direct connection between cli-

ents and repair platforms led Moncler to develop its Distant Re- pairs service in the United States and continue to refine the already existing one in europe, Japan and Chinese mainland. With this ser- vice the Client Service arrange a pick-up of the garment directly from the client if the client cannot visit the store.

VIBE After Sale has also been implemented globally since 2020, in order to allow the systematic collection of feedback from clients who have used the after-sales service. In 2023, the Moncler brand achieved a VIBE After Sale index of 84 (on a scale of 1 to 100), a percentage point higher than in 2022.

Moncler and Stone Island are constantly engaged in the fight against counterfeiting to guarantee intellectual property rights and prod- uct authenticity, to protect end clients and intangible assets.

The approach to the fight against counterfeiting has confirmed over the years as a fundamental and daily commitment to guarantee the protection of clients. This is the guiding principle of the global strat- egy implemented by the Moncler Group s Brand Protection and In- tellectual Property department.

The action against the production, distribution and marketing of counterfeit products is based on solid portfolios of trademarks, models, patents and Moncler and Stone Island domain names. The execution, maintenance and protection of their portfolios guaran-

FIGHT AGAINST COUNTERFEITING