Hermes – The Luxury Experience

This is an interesting interview with Bob Chavez of Hermes US discussing the Hermes culture and how it translates to the customer experience.  The high points, while somewhat obvious, should be repeated often so hopefully more organizations adopt a brand culture that is synonymous with their company and products.

1. Hermes = Quality and Craftsmanship – it is essential that all customer touch points exhibit the same level of care and quality that is put into their much sort after goods.

2. Open Communication – Bob speaks about open communication at all levels, even including his “State of the Company” address where he shares a recap of the past year and the goals of the current year.  Transparent management increases employee commitment and motivates the team to achieve the company’s collective goals.

3. Online to Store – Bob’s comments that their online store is more for comfort and information about the brand, products and pricing was an interesting note.  A brand with such an established upper tier positioning using the web to educate and break down a barrier of brand intimidation is an interesting perspective, and an understandable one when a lot of people only know Hermes for their Birkin Bag whose price tag starts at around $4500.

4. Growth – Depth vs. Breadth, as with most retailers and established lifestyle brands, Hermes future growth is planned not through additional retail outlets but through deeper product offerings in categories that are proving to be successful for the brand.

All in all an informative interview.  Here is a LINK to the interview on YouTube.

Enjoy

Suz