L'Oréal's chief retail officer Marc-Alexandre Risch has identified a key culprit driving shifts in the industry — and, not surprisingly, it's technology."Man was made of flesh and bone for a long time, now people are empowered — they're flesh, bones and they have a phone," Risch said. "For a hundred years we've been doing retail and retail has existed...what has changed the game is technology."It's driving lots of change for a company like L'Oréal that was essentially built as a wholesaler, Risch said, and the rise of direct-to-customer and e-commerce has caused the beauty giant to rethink things. Several of its brands have stand-alone retail stores now, including Kiehl's and NYX."The creation of my role as chief retail officer is to tackle these topics and help our brands to grow in a time where it's all about the customer and the right touchpoint...and the consistency of the message."Advances in technology (and Amazon) have raised expectations from customers, Risch said. He called Amazon a "key disruptor" and the "number-one driver of customer expectations in the way people shop online.""You cannot skip Amazon," Risch said. "People shop on Amazon, and they expect to find our products. [It is] up to each brand after that — and this is where I will draw a line and [not] get into detail — of each brand to define...what is your right strategy of distribution? How do you meet the customer expectation?"Expectations are likely to shift even more once Gen Z grows up, Risch noted, as they are an even more community-oriented and experiential group. "Their shopping pattern behavior is different, but they have a huge sense of community," he said. "There's a disrupting, but it's about reinvention...the question is, what is the experience we can bring?"To get it right, brands and retailers need to keep customers at the center of the equation. It requires continuously keeping tabs on customer shifts — and they are shifting constantly and quickly, according to Risch. The goal should be to understand who a customer is, the expectation when they visit a store, how to contact that customer and how to make sure the message sent drives the customer to the channel they are most likely to shop in, he said."The purchase is not the end game anymore," he added. "It's about engagement with the brands...it's about the lifetime value of your customers."
@margotrobbie steps out onto the red carpet wearing @miumiu. The actress is nominated for “Outstanding Performance by a Female Actor in a Leading Role” in “I, Tonya” at the #SagAwards. (📷: Stewart Cook) #wwdfashion
For @massimogiorgetti of @msgm, the Nineties are his favorite decade. “They had a huge impact on my personal growth. What I like of the Nineties is that they are not so precise in terms of style as other decades…there was actually a bit of everything,” he said. As seen on MSGM’s Spring 2018 show: tie-dye and a bit of grunge, two styles that are synonymous with the decade #wwdfashion #wwddecades (📷: @kukukuba)
Breaking News: @hedislimane joins @celine as its new artistic, creative and image director. One of fashion’s preeminent image-makers and trendsetters, Slimane is to join the LVMH brand on Feb. 1 and unveil his first fashion proposition for men and women next September during Paris Fashion Week. It marks a major homecoming for Slimane, who cemented his reputation – and influenced men’s tailoring for more than a decade – as the designer of Dior Homme between 2000 and 2007. He went on to reinvent and ignite the house of Yves Saint Laurent, which he rechristened Saint Laurent, between 2012 and 2016 – all the while maintaining a close relationship with the Arnault family, which controls LVMH and Dior. Read the full exclusive story on WWD.com. Link in bio. #wwdnews #wwdfashion
“Personally I believe the Eighties have been the richest and more vivacious period for international fashion,” Giorgio Armani said when asked what his favorite decade of fashion is. It was a moment of disruption and experimentation and only thinking back to the first years of that decade is always an emotion for me, for what they have meant to me and my work.” The influence is clear in @giorgioarmani spring 2018 collection, pictured here, which was full of bright colors and unexpected prints. Read more about which decades designers loved most on WWD.com #wwdfashion #wwddecades (📷: @aitorrosasphoto)
For Lady Gaga’s only Italian show on her “Joanne World Tour,” the singer wore a range of @versace_official outfits. The standout piece: this custom-made bodysuit inspired by the brand’s spring 2018 collection. #wwdfashion (RG: @ladygaga)
@_camillaruth_ is expanding on the wellness-craze concept with @westbourne – a new NYC restaurant that’s both a healthy-minded café as well as a business that gives back to the community. Marcus works with the Robin Hood foundation to give back to The Door, a non-profit providing youth development services, and also hires employees through The Door. Read our full interview with Marcus on giving back through food on WWD.com. #wwdeye (📷: @lexieblacklock)