MILAN – As Italy entered a brand new coronavirus lockdown and shut outlets in March, Genoa-based jeweler Gismondi 1754 turned to messaging service WhatsApp to promote a 300,000 euro diamond ring to a rich Swiss consumer.

On the similar time, gross sales assistants at luxurious puffer jacket model Moncler had been arranging gourmand dinner deliveries to clients properties so they might dine in model whereas watching a video streaming of the model’s newest assortment.

The pandemic has compelled luxurious items corporations to make use of social media, video and digital showrooms to woo their rich clients in Europe and preserve them purchasing at a time when vacationers, particularly from China, have been absent for greater than a 12 months.

Retailers reopened in Britain and most of Italy on Monday, however they continue to be shut in France and entry is restricted in Germany, the place in Berlin, for instance, a unfavorable COVID check is required to enter most outlets.

Senior executives within the trade mentioned this pattern of promoting exterior the standard retailer community, whereas not changing the necessity for bodily outlets, is right here to remain.

“We’re studying that we are able to even have a excessive degree of service with a low degree of bodily contact,” Moncler’s boss Remo Ruffini informed Reuters. “Distant gross sales are a brand new frontier, one thing within the center between e-commerce and a standard retailer.”

Analysts say that lockdowns and “staycationing” imply that rich Europeans have cash to spend that they don’t seem to be splurging on fancy inns or Michelin starred eating places.

Designer manufacturers are eager to seize a few of that money.

Excessive-end labels akin to Hermes, which was once extra reticent to promote on-line, have needed to absolutely embrace e-commerce. On-line revenues for the trade have doubled to almost 20% of gross sales previously 12 months alone, primarily based on analyst estimates. Boston Consulting Group expects that share to rise to 25% by 2023.


Luxurious labels have additionally invested in remodeling retailer assistants into private consumers who pamper their VICs – crucial purchasers – by sending them merchandise at dwelling and communicate usually. Most manufacturers now stream merchandise on social media and present clients particular product movies.

Earlier than the pandemic, Gismondi wouldn’t have bought a 300,000 euros, 10-carat diamond ring with out exhibiting it to the consumer in individual. “I used to be on the cellphone chatting with the woman who’s shopping for it, and it got here up that this was the dream of a lifetime for her,” Massimo Gismondi, chief government of the jewelry group, mentioned.

From that second, an alternate began with the woman through WhatsApp and video-calls to search out the proper design for the ring that can be delivered to her dwelling.

“Persons are longing for leisure, for returning to savour life and spending,” Gismondi informed Reuters.

French luxurious group LVMH’s star label Louis Vuitton along with on-line gross sales has began taking its outlets to rich purchasers’ doorsteps in the USA.

The “LV by Appointment” marketing campaign basically brings a tailored store on wheels to the shopper, curated with a personalised choice of items – from leather-based items to watches and perfumes – for individuals who go for the service.

LVMH, the primary to report outcomes for the primary quarter, set a really bullish tone for the trade. Revenues bounced again strongly, with its style and leather-based items division surging 52% – double analysts’ forecasts. Gross sales in Europe remained in unfavorable territory, however the 9% decline was a significant enchancment from the minus 24% seen within the fourth quarter.

Luxurious manufacturers have had a powerful restoration in China since outlets started to reopen there final spring. However in Europe and the USA discovering new methods to attach with clients has helped them to mitigate final 12 months’s gross sales declines.

Analysts say that bettering gross sales in these two areas must also assist revenues this 12 months. Gross sales in Europe and the USA accounted for 60% of the full in 2019, and will are available in at just below 50% by 2025, consultancy Bain mentioned.

People queue outside a Gucci store on via Condotti in Rome, Italy December 19, 2020.
Folks line up exterior a Gucci retailer on through Condotti in Rome, Italy December 19, 2020.


Francois-Henri Pinault, CEO of Gucci proprietor Kering, mentioned in February that the group’s revenues from “distant gross sales” – or gross sales exterior its world retailer community – had risen sharply final 12 months. The group had skilled 400 gross sales assistants in 16 nations for this objective, he mentioned.

One supply at an Italian luxurious style label mentioned usually a model’s advertising division will present an inventory of purchasers to contact, primarily based on what they’ve purchased over the earlier 12 months.

The gross sales assistants then cellphone clients, present them the newest arrivals through video chat and ship them garments or sneakers to strive on.

“You create a powerful relationship between the gross sales folks and the shopper,” Prada’s CEO Patrizio Bertelli informed Reuters.

“We’ve gone from the store assistant that merely reveals you a product to somebody who additionally does a bit of selling, is aware of clients, their style and their habits, reaches out to them and sends them stuff dwelling.”

A Milan-based PR government who spends on common 40,000 euros ($47,552.00) a 12 months in Prada’s shops mentioned that since final 12 months Prada has usually despatched her movies about its garments.

“If there’s something I like they ship it dwelling. They know my dimension and if doubtful they ship a couple of dimension. I purchase what I like and I ship again the remainder,” she mentioned.

Over the previous 12 months, cashmere sweater label Brunello Cucinelli has been organising video calls with 30-40 clients directly to maintain them engaged.

“It permits us to have a dialogue with plenty of folks which, if we needed to prepare a bodily appointment, would take us maybe 3-Four years,” the model’s co-CEO, Luca Lisandroni, informed Reuters. He additionally mentioned that manufacturers mustn’t grow to be too insistent in attempting to promote their wares.

“Some folks like being contacted and stimulated, others don’t need to be solicited an excessive amount of,” he mentioned.