What you will discover
- 1Why luxury, the sector of attention par excellence, sometimes applies service standards online that it would never accept in store.
- 2The store → online → after-sales crossing: the precise place where the exceptional dilutes, and why customers feel it more sharply here than elsewhere.
- 3What clienteling promises, what the sales associate actually sees on screen, and the gap between the two.
- 4Resale, repair, authentication: the new moments of truth for a sector built on longevity.
- 5How human advice is passed on — or lost — when the relationship changes hands, channels or countries.
The full study develops each point with sourced data, sector analysis and actionable levers.
Available in French
This study is currently published in French only. An English edition is on its way — subscribe below and you will receive it as soon as it is out.
Contents
On the programme.
01
The thesis
What the sector optimises is not what costs it: the angle of the study and its reading frame.
02
Sources & method
Dated, attributed public sources, explicit scopes, and Onivio analysis kept distinct from the data.
03
The market
The state of the sector and how the breaking point has moved along the customer journey.
04
The signals
The indicators the sector measures separately, and what they say once connected.
05
The journey
From discovery to loyalty: where the journey tears, at the seams between channels and departments.
06
The leaks
Our analysis of the diffuse breaks nobody ever invoices.
07
The levers
What changes when the after-purchase is held to the same standard as the sale.
Full content available after signing up below.
Study coming soon
Study coming soon
Sign up to be notified as soon as it is published. Expected: October 2026
