Excellence in Client Experience Program Details

Timeline: April 25 - June 3, 2016

The Curriculum

Core Courses

(15h each)

  • The luxury brand and its expression in the retail environment
  • Retail management challenges
  • Client experience at the core of business performance
  • International retail development
  • Creating a seamless omnichannel experience.

Elective Courses

(6h each)

  • Focus on supply chain management
  • Focus on selective retailing
  • Focus on HR management for experience.

Seminars and Visits

With HEC Paris Professors 

  • Breaking the codes of luxury
  • The psychology of excellence
  • Investing in hedonic assets
  • The language of luxury.

With LVMH executives (2016 examples) 

  • Fashion Challenges (Christian Dior Couture)
  • The art of clienteling (Berluti)
  • Rethink Retail: a vision for retail (Louis Vuitton)
  • Etc.

The program includes store visits and hospitality experience.

Business project

The Business Project brief poses a real and current strategic problem or question within one of LVMH house. It provides participants an opportunity to face real-life issues and deal with issues of uncertainty and time pressure. Their contribution involves: to analyse and understand the brand and mission proposed as well as research its context, to present their reflections and analyses, to bring an independent “fresh” viewpoint.

Academic Team and Guests

  • Anne Michaut, Affiliate Professor at HEC Paris
  • Jean-Noël Kapferer, Emeritus Professor at HEC Paris
  • Anne-Laure Sellier, Associate Professor at HEC Paris
  • Alain Lorenzo, CEO LVMH Fragrances
  • Chloé Stefani, Marketing Director, Veuve Clicquot
  • Matthieu Percet, Client Director, Berluti
  • Guillaume Gelusseau, VP Marketing & Image at Bon Marché
  • Michel Chevalier, lecturer at HEC Paris & EIM
  • Jean Revis, lecturer at HEC Paris & MADnetwork
  • Georges-Edouard Dias, lecturer at HEC Paris & Quantstreams
  • Pascal Monfort, lecturer at HEC Paris and founder Cabinet Pascal Monfort
  • Aurélie Labruyere, lecturer at HEC Paris, founder Vindeme
  • Eric Briones, strategic planning Director Publicis etNous, author

Missions and Deliverables

Participants will be working in teams of five for a number of missions proposed in the Certificate.

  • Each team will deliver Business Project recommendations for the final jury. The Business Project brief poses a real and current strategic problem or question within one of LVMH house. It provides participants an opportunity to face real-life issues and deal with issues of uncertainty and time pressure. Their contribution involves: to analyse and understand the brand and mission proposed as well as research its context, to present their reflections and analyses, to bring an independent “fresh” viewpoint.
  • Each team will produce a 6’ short movie tracing the Team’s learning journey and offer a pitch of their learning experience within this intensive program, at the personal and professional level.

Each participant will also submit an end paper on the topic of his/her choice chosen as a reflection topic during the course of the program.