Table of ContentsSummaryIntroductionCustomer TypeMeeting Customer NeedsServices ProvidedTrainingConclusionSummary H&M is a universal clothing retailer operating in over 73 markets worldwide. H&M, short for Hennes & Mauritz, is known for its fashionable clothing line aimed at customers of all ages and genders. Founded in 1947 in Stockholm, Sweden, H&M employs approximately 179,000 people and has an operating profit of $1.8 billion. H&M values ​​constant improvement and a strong work ethic. By remaining open-minded, approachable for staff development, working safely, efficiently and taking pride in their work. Say no to plagiarism. Get a tailor-made essay on “Why violent video games should not be banned”?Get the original essayGucci, founded by Guccio Gucci, is one of the oldest Italian luxury brands still in business today. Gucci has a brand value of $7.1 billion and is the 38th most valuable brand in the world. Headquartered in Florence, Gucci employs approximately 2,097 people across 550 stores worldwide. Gucci began as a manufacturer of luggage for the Italian bourgeois and equestrian clientele. They promote respect for human rights and equal opportunities as well as the promotion of diversity. Regardless of culture, gender or disability, Gucci recognizes the importance of equality for customers and employees.IntroductionH&M and Gucci are internationally renowned brands in the fashion industry. Both founded in the early 1900s, H&M and Gucci are value and customer focused. H&M's slogan "the H&M way" represents H&M who they are, what they do and how they do it. They offer fashion at the best prices, which clearly defines their culture. The Gucci logo represents grandeur and authenticity. With the interlocking Gs symbolizing Guccio Gucci, the brand has become the definition of extravagance and sophistication. The aim of this report is to compare the customer service experience of H&M and Gucci from four different aspects: target markets, meeting customer needs and expectations, services provided by the company as well as training courses followed by employees. Type of customer H&M offers its customers fashionable and trendy pieces. H&M mainly targets young women, while Gucci targets middle and upper class customers aged 20 to 50. Both H&M and Gucci operate in the fashion industry. Gucci's market has evolved to the point that it is now also accessible to people under 20 years old. Over the years, Gucci has become affordable for the majority of middle-class and high-end customers. Formerly aimed at Italian equestrian customers, Gucci is still considered a luxury brand that has become more accessible to other markets. Due to changing trends and culture, H&M and Gucci have overlapping markets where H&M might be more appropriate for children than young adults and Gucci might be more appropriate for teens and adults. Additionally, Gucci's customers are often individuals who appreciate Italian heritage, luxury. , and timeless pieces. Yet, Gucci's target market has changed since the 1900s, where teenagers have the opportunity to use more luxurious accessories. In the late 1900s, Gucci and H&M had completely different markets, where Gucci customers appreciated the history of the products. Nevertheless, H&M launched a new line named “Nyden” to sell luxurious and affordable fashion, which would expand its target market to an upper class clientele. Meet customer needs To meet customer needsCustomer needs, H&M and Gucci have used technology to help them connect with customers. They offer customers different products and services. Employees will therefore have to adjust their dialogue with each customer. Since 2010, customers in 44 of the 69 markets who shop at H&M have had access to online shopping. In the United States, H&M recently launched an app for customers that offers them alternative ways to pay for items. In 2013, H&M launched a clothing collection initiative, to minimize unwanted clothing ending up in landfills. Customers who make a donation will receive a voucher that can be used for the next purchase. In addition to online shopping, H&M also offers customers the free choice of delivery or “Click & Collect”. Like H&M, Gucci has also implemented an online shopping option for its customers. They provide customers with high-quality images allowing them to observe the products in detail. In-store, customers have the opportunity to test the life-size interactive screens which allow them to examine products from a full 360° angle. Since Gucci products are expensive, they provide customers with a one-year warranty on all products. Customers are entitled to unlimited free repairs from Gucci provided this is done within one year of the date of purchase. There are places where in-house repairers are available, allowing customers to shop while the repair is in progress. Services Provided As both companies have different product qualities, they provide different services that benefit the customer. H&M products are more affordable, meaning no special or extravagant services like gift wrapping are necessary. While Gucci is a very high-end brand, this would mean that customers would expect more personalized services. The services provided by H&M are very simple. Online purchasing as well as the possibility of delivery or “Click & Collect” are accessible to all customers. Shoppers also have access to the new “Scan and Find” feature, allowing customers to locate an item at the nearest store. The clothing collection initiative also allows customers to donate clothing they no longer want to receive vouchers. This also acts as a loyalty program that encourages customers to return to the store. Conversely, Gucci products are luxurious and elegant, customers want something they have a deeper connection with. As a result, Gucci began personalizing gifts by adding initials to products. Not only that, but Gucci recently launched "Drawing Gucci DIY", where artists from around the world create hand-drawn illustrations using media such as acrylic on paper and digital sketches to personalize products depending on each customer. As mentioned above, Gucci also offers its customers free repairs within one year from the date of purchase. TrainingH&M and Gucci are two very different companies: middle class and upper class, so the intern's preparation to work as an employee at the company will be contrasting. Training at Gucci compared to H&M is long and very detailed, where aspects such as uniform and overall appearance are very strict and could affect the company's reputation. At H&M, training depends on your position. Trainees train for 4 or 13 weeks. During the 13 weeks of training, trainees have the opportunity to learn the roles of different positions such as sales advisor, store or department manager. The interns.