CONSOLIDATED NON FINANCIAL STATEMENT 2020BE FAIR
At Moncler, clients take centre stage. Every interaction is an opportunity to receive and learn, but also to share, engage and surprise. Every effort must ensure consistency towards the achievement of a single objective: to enhance the shopping experience for clients and involve them more and more in Moncler s world. Over the years, Moncler has developed and completed the Retail Excellence project covering 15 areas of operation, which include redesigning the client experience, organizing stores and sales staff, and redefining store procedures and operations. Version 2.0 of the project has contributed to further improve the client s in-store experience, through digitalization while remaining faithful to the fundamental principles of the retail channel. Several initiatives have been launched to foster a comprehen- sive technological management of stores: from the Match to Traffic system, which allows scheduling activities on the sales floor and thus improving client service, to RFID warehouse management, that allows speeding up the various transac- tions. The use of these technologies leads to an optimization of operational tasks in stores, favouring efficiency and thus providing more time to be devoted to end clients. The digital payment service is also active at a global level, allowing pur- chases to be completed directly on the sales floor and mak- ing the in-store experience even faster and more enjoyable. This project has been an important starting point for the om- nichannel strategy.
Moncler s omnichannel system, in fact, is designed around a shopping experience and a purchasing process where online and offline coexist. This is a system built for a client who fol- lows non-linear paths, who interacts with the Brand in the physical boutique but also in the online store and through the
CLIENT EXPERIENCE 2.0
Through the direct management of the e-commerce and an increasingly omnichannel digital vision, Moncler ensures that clients have a personalised, integrated, seamless and consistent shopping experience across all the channels.
various digital channels. Such a client experiences a consist- ent, personalized, and perfectly seamless experience at all times, while being increasingly involved in a real communi- ty. For Moncler, omnichannel also means new approaches and experimental collaborations with other digital retail channels, so that a shopper s experience with the Brand is distinctive and unique everywhere.
One of the most representative examples of this trans- formation is Omnichannel New Experience (ONE), a project which aims at internalizing Moncler s e-commerce channel, which is being implemented gradually region by region. After being initiated South Korea in 2019, in 2020 it was extended to the United States and Canada, and will conclude in 2021 with Europe, Japan, and China. See also pages 33; 140. ONE involves a variety of omnichannel services: Click and Reserve, Click From Store, Return In Store, Pick Up In Store, and Book an Appointment. These services allow clients to manage their purchases in a flexible way, tapping the full potential of the various contact channels. It becomes possible to book an item online and then try it on and eventually buy it in the store (Click and Reserve), to order an item in the store with the support of a Client Advisor and receive it comfortably at home (Click from Store), to make a return directly at the store even if the purchase was made online (Return in Store), to buy an item online and then pick it up directly in the store (Pick Up in Store), or to schedule an in-store appoint- ment with the Client Advisor (Book an Appointment).
Another example of the omnichannel strategy is the recent launch of Omnistore, a new store concept that rein- terprets the traditional luxury retail channel and promotes a Hyper-Human Imaginarium vision. By doing so, Moncler
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