LVMH
How many employees work at LVMH and how many are women?
196,000, 71% women
What are the main rules to follow when it comes to customer experience? - Customer-first - Brand consistency - Connection with customers - All of the above
All of the above
What business sector at LVMH generated the highest share of revenues in 2022?
Fashion & leather goods
Which characteristics may help to measure the luxuriousness of an offer?
- Price - Quality - Scarcity - Signed by brands - Controlled channels - Personalized services - Delivering experiential rewards
What are the two main roles of store managers? - Providing a lasting experience with their clients - Buying raw materials - Creating products - Developing their team
- Providing a lasting experience with their clients - Developing their team
According to Serge Carreira, which are the essential values of luxury?
- Quality beyond aesthetic - Legacy beyond desire - Emotion beyond ownership - Creativity beyond trends
Louis Vuitton launched in 2020 its Committed Journey program, with an environmental roadmap based on three pillars. What are the pillars?
- Responsibly source all raw materials - Fight against climate change through ambitious actions to decrease carbon emissions - Deploy circular creativity processes
How are eco-conscious customers adapting their consumption?
- Rethinking the product as a service (rental) and not only a good to own - Rediscovering vintage products
What are the talent-centric objectives to foster an inclusive culture at LVMH?
- 50% of women in key positions by 2025 - 2% of people with disability by 2025 - 30% of people of color in leadership positions in the US by 2026
What are the core values of LVMH?
- Creativity & Innovation - Entrepreneurial Spirit - Quest for excellence - Sense of commitment
What challenges can you be faced with when innovating in the luxury sector?
- Integrating the human sensibility within innovation - Finding the right pace of innovation
How is Sephora reducing CO2 impacts? (select all) - by using renewable energy contracts - by making deliveries via drones - by reducing the packaging - by promoting "Good for" sustainable product selection
- by using renewable energy contracts - by reducing the packaging - by promoting "Good for" sustainable product selection
How is Parfums Christian Dior committed to protect flowers?
- cultivating flowers on a regenerative way within the upstream supply chain - helping reintroduce flowers into agricultural ecosystems
Emotional value is...
... is about the ability of brands to create affective responses all the way to strong emotions of joy and pride, and to identify and nurture these emotions.
Select the appropriate sentences related to LVMH omnichannel strategy: 1. Omnichannel is a client-centric approach aimed at providing a consistent, qualitative, and seamless customer experience across all channels and geographies. 2. The omnichannel vision is only relevant to retail as this is where the brands come in direct contact with the customer. 3. Establishing a smooth omnichannel customer experience requires cross-collaboration across all teams, departments, and through all activities - from warehouses to stores.
1 & 3
According to Anne Michaut from HEC Paris, what are the purposes of retail today? 1. Magnifying the product 2. Celebrating the brand 3. Nurturing clients' emotion 4. Developing new products
1, 2, 3
According to you, what would be the 3 most relevant KPIs to monitor the overall performance of this LVMH service? 1. Customer Satisfaction 2. Carbon footprint 3. Cost per order 4. Number of used bicycles per hour
1, 2, 3
When it comes to retail, what objectives do Data and AI serve? 1. Automating tasks to improve customer satisfaction 2. Optimising the retail space 3. Personalising the customer experience 4. None of the above
1, 2, 3
According to you, which factors have an impact on the cost of this delivery? 1. Average delivery distance 2. Possibility to mutualize several orders within a same vehicle 3.Prices of the product bought by the customer 4. Number & sizes of shopping bags / packages
1, 2, 4
What are the main advantages to work with socially protected employees companies of couriers (as opposed to the Gig-economy, i.e. platform of self-employed couriers) for such delivery service? 1. Better quality of service (incl. selection & continuous training of couriers) 2. Lower price 3. Number of available potential couriers at short-term 4. Social Protection of employees (job security, paid vacations, health insurance)
1, 4
In transitioning from multi-channel to omni-channel, Wendy Chan shares the 3 critical pillars for success: - Data - IT - Prices - People
1. Data 2. IT 3. People
At Guerlain, what are the three pillars that create a connection with customers? - Store teams - Place and retail design - Customer programs - Releasing new products weekly
1. Store teams 2. Place and retail design 3. Customer programs
According to Bain & Company, by 2030, online sales will represent what percentage of luxury sales?
33%
How many stores does LVMH have around the world? - 2,000 - 3,000 - 4,000 - 5,500+
5,500+
How many stores does LVMH manage?
5,600 stores
What is the goal of the Bee Respect platform?
A platform that offers more transparency on the supply chain and whole life cycles of Guerlain products
According to Sandrine Crener from HBS and LVMH, we have moved from a traditional retail model to a new global and omnichannel model. This traditional model was defined by... 1. a few stores in a limited number of cities in the world 2. a target of few privileged people who had physical access to those stores 3. the promotion of scarcity and exclusivity
All
Select the key success factors of a best-in-class customer experience 1. Customised 2. Face-to-face focused 3. Elevating 4. Memorable 5. Involving 6. Relevant
All except 2
What are the main advantages to use bicycles for Last Mile Delivery in city centers for short distance (as opposed to use cars or trucks)? 1. Delivery speed 2. Carbon footprint 3. Number of packages that can be transported at once 4. Overall traffic relief 5. Noise reduction
All except 3
According to Anne Michaut, select key principles of Luxury: - Consumers have a range of consumption motivations. - Consumers tend to express their values through the brands they select. - Brands can become powerful personal branding tools as they project clear and strong values. - Brands can deliver higher perceived value to their customers by expressing their own values.
All of the above
How can you help your (future) organisation harness diversity in a way that promotes greater inclusion? - Being aware that out-group bias exists and we are all prone to it - Being open to difference and learning helps counteract exclusion - Acting as an ally when you see inequity or exclusion - All of the above
All of the above
What are the main qualities to succeed as a store manager? - You need to have an insatiable curiosity for products - You need to like people - You need skills in storytelling - You need to be passionate
All of the above
Which of the following are part of LVMH's LIFE 360 Program to positively impact the environment? - Protect Biodiversity - Fight Climate Change - Creative Circularity - Traceability and Transparency
All of the above
Among the following activities, which one is not part of the Other Activities sector? - Culture - Hospitality - Art - Automotive
Automotive
How do Fashion & Leather Goods Maisons offer their clientèle unique customer experiences? - By selling on marketplaces - By relying on robots - By mastering their distribution - By launching new products everyday
By mastering their distribution
Which of these Maisons is the oldest? - Fred - Repossi - Chaumet - Hublot
Chaumet
What is the best way to measure service level for time-slot delivery?
Delivery made within the announced slot delivery
Which is the oldest wine estate and youngest brand in the Wines & Spirits division?
Domaine des Lambrays (oldest) & Eminente (youngest)
Which Fashion House within the Group was founded in 1846? - Louis Vuitton - Berluti - Loewe - Rimowa
Loewe
How many Maisons are there within the LVMH group?
More than 75
A key stake and commitment of LVMH is to develop its talents in Retail. Those Talents represent at LVMH: - 10% of the employees worldwide - 35% of the employees worldwide - More than half of the employees worldwide
More than half of the employees worldwide
Which Maisons are part of the Perfumes & Cosmetics division? - STELLA by Stella McCartney - ACQUA DI PARMA - Maison Francis KURKDJIAN - FRED - BENEFIT COSMETICS - CHAUMET
STELLA by Stella McCartney, ACQUA DI PARMA, Maison Francis KURKDJIAN, BENEFIT COSMETICS
What is not a key driver for Selective Retailing Maisons? - Constant innovation - Standard product selection - Personalization of relationships - Transforming shopping in a unique experience
Standard product selection
The goal of the IME (Institut des Metiers d'Excellence) is to...
Transmit savoir-faire
True or False: A commonly used definition of Sustainability is based on three pillars: maximising simultaneously the biological system goals, economic system goals, and social system goals.
True
True or False: A key stake of the luxury retail is to offer exceptional customer experiences.
True
True or False: According to Erwan Rambourg the young generation of luxury buyers have transformed the luxury industry in certain areas such as casualisation, social media or values.
True
True or False: Gamification is a way for luxury brands to get closer to a younger clientele
True
True or False: Sustainability and sustainable development can be seen as the ability to meet the needs of the present without compromising the ability of future generations to meet their own needs.
True
True or False: The Life Cycle Assessment (LCA) is a methodology assessing the environmental impacts that are associated with the whole life cycle of a product, process or service.
True
True or False: the Net Promoter Score indicates the probability of clients recommending a product, a brand or service.
True
True or False: the circular economy is a model of production and consumption which involves sharing, leasing, reusing, repairing, refurbishing and recycling existing materials and products as long as possible.
True
True or False: the client experience refers to the interaction between the client and the brand across multiple points of contact.
True
True or false: According to Bain & Company, the US is currently the largest market for personal luxury goods
True
Looking at distribution, is Brick and Mortar still an important part of the luxury story?
Yes
