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."
Supermodel @helenachristensen teamed up with longtime friend and designer @camillastaerk on a joint @paredeyewear collaboration. The lineup features three styles and 11 offerings, all of which embody a vintage feel. Get all the details on how they celebrated the collab on WWD.com. #wwdaccessories #wwdeye (📷: @slovekinpics)
“It’s a hard industry to keep motivated, as well, so finding different subjects and people is what makes it worth it – when you’re like, oh, I’ve met great people, I feel like I’ve done something good, and I feel proud of having done this,” said French actress Stacy Martin on being grateful for the variety of roles she’s take on. Read @ktauer’s full interview with Martin on her her latest film “Godard Mon Amour.” #wwdeye (📷: @danieldorsa)
After showing in front of the Eiffel Tower for his last two women’s ready-to-wear collection, it looks like @anthonyvaccarello may be heading to the Big Apple. Sources say the designer will stage his next @ysl show in NYC on June 6. Get all the details on WWD.com. #wwdnews #wwdfashion (📷: @aitorrosasphoto)
EXCLUSIVE: Two and half months after John Targon, cofounder and codesigner of Baja East, was hired as creative director of the contemporary division at Marc Jacobs, he has left the company, WWD has learned. Marc Jacobs International, which is owned by LVMH Moët Hennessy Louis Vuitton, confirmed Targon’s departure in a statement: “John Targon is a talented designer and we appreciate the work he has done here. Ultimately working together did not make sense for the brand and we wish him the best.” Read the story by @jessiredale, link in bio. #wwdnews
@theluxurycollection is officially launching a collection, tapping Sofia Sanchez de Betak for the capsule. Over 30 styles will be featured in the Chufy x The Luxury Collection, debuting next month at Bergdorf Goodman, The Webster, FiveStory and more. De Betak, known as “@chufy,” drew inspiration for the collection from her trips to Japan in the past year #wwdfashion
@lhd, founder and CEO of @thewebster, has teamed up with @lebonmarcherivegauche for the European launch of her ready-to-wear line, LHD. The launch will come with an exclusive pop-up opening today that’s set to run through May 20. Located on the second floor, it carries her debut Miami-themed resort collection, launched in November as see-now-buy-now. #wwdfashion