Fashion, Luxury & Beauty
Fashion, luxury, beauty: combining inspiration, performance and transformation
In an increasingly polarized market, marked by slowdown, pressure on desirability and the emergence of new generational expectations, Vertone helps luxury and beauty brands and fashion players redefine their value proposition.
By combining customer excellence, economic performance and digital transformation, and through the strategic use of both quantitative and qualitative data, we capture weak signals, reveal key expectations and lay the foundations for sustainable, desirable and resilient growth.
Fashion, Luxury & Beauty: reinventing desirability in a changing world
Faced with polarized purchasing power and increasingly demanding customers, fashion, beauty and luxury brands need to rethink the balance between perceived value and price.
In luxury, the exceptional is expected at every point of contact: advanced personalization, impeccable service quality, extreme attention to detail.
80% of luxury customers expect a personalized experience. More broadly, the role of the salesperson, the quality of advice, omnichannel fluidity and the coherence of the brand universe are becoming critical levers. For younger generations in particular, the quest for meaning, transparency and sustainability are redefining priorities, and over 70% of consumers say they are prepared to pay more for brands aligned with their values.
Faced with these changes, it's essential to pick up on weak signals and decipher deep-seated aspirations in order to reinvent experiences that are fair, desirable and sustainable.
Our solutions for fashion, luxury and beauty brands
Align brand positioning and business model to conquer new markets
In a constantly changing environment, brands need to adapt their positioning, explore new territories and evolve their business model to capture new sources of growth.
We support players in the fashion, beauty and luxury sectors in the strategic framing of their development projects, based on in-depth market studies, analysis of new targets and assessment of geographic expansion opportunities.
Our missions cover the structuring of diversification, second-hand, rental, subscription and value-added service offers, as well as the optimization of existing value propositions. We intervene right from the upstream phases to secure the launch of innovative new concepts, aligning brand vision, customer expectations, economic viability and sustainability.
Develop loyalty and retention through ultra-personalized approaches
In a sector where the personalization of customer relations is a key differentiating factor, we support brands in defining and managing their customer strategies, from acquisition to loyalty. Relying on advanced data models, we strengthen customer knowledge, map value (CLV) and structure key segments, such as VIC customers or one-timers.
We design targeted relational programs, activate retention and reactivation levers, and work with low-engagement profiles to reveal their potential. For very high-value targets (UHNWI), we mobilize ultra-personalized approaches, based on a detailed understanding of the expectations and behaviors of different markets.
By reallocating investments to the most profitable segments, brands can optimize their performance and strengthen their relationship capital over the long term.
Designing a seamless, differentiating omni-channel customer experience
In the worlds of fashion, beauty and luxury, the customer experience is no longer limited to the act of purchase: it extends to the entire journey and becomes the reflection of the brand promise, conditioning conversion and loyalty. We work with brands to design coherent, differentiating and value-added omnichannel paths, both in-store and online.
To achieve this, we draw on service design and experiential innovation approaches (emotional mapping of customer journeys, integration of immersive devices, co-construction of services with customers, etc.) and exploit insights gained from satisfaction measurement systems.
We define clear relational signatures, formalize sales and welcome ceremonies, and develop clienteling tools adapted to the challenges of each market segment. By combining service excellence, relational coherence and attention to detail, brands can strengthen customer commitment over the long term.
Transforming distribution networks into strategic levers
Against a backdrop of rapidly changing distribution models and the growing power of digital channels, fashion, beauty and luxury brands need to rethink their distribution strategies in depth. We support them in defining and optimizing omnichannel systems integrating physical retail, e-retail and D2C, with a particular focus on customer journey coherence and sales performance.
Our work covers distribution strategies (selective, hyper-distribution), analysis of network and sales performance, and implementation of targeted action plans.
In particular, we design clienteling tools and omnichannel services to enrich the in-store experience and strengthen customer loyalty. By combining operational excellence, commercial efficiency and customer expectations, brands can turn their network into a profitable and differentiating growth lever.
Leading a global transformation combining performance, responsibility and innovation
In a sector in search of agility, impact and global coherence, transformation can no longer be thought of in silos. It must articulate operational excellence, social responsibility and technological innovation, in the service of sustainable performance. We help companies to structure and steer ambitious transformation paths, by aligning strategic vision, business realities and local dynamics.
AI and digitalization are becoming levers for optimizing processes, streamlining interactions between headquarters, regions and markets, but also creating human and relational value. We design tailor-made change management systems, promoting the appropriation of tools and new practices.
Finally, we support the definition of integrated CSR policies, reconciling the reduction of environmental footprints, territorial anchoring and the valorization of know-how. This approach aligns creative excellence with operational rigor, streamlining collaboration and reinforcing brands' ability to deliver a coherent, responsible and high-performance promise.
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