The Business of Fashion

CEO Talk | Natalie Massenet, Chairman and Founder of Net-a-Porter

When Natalie Massenet talks, people listen. It wasn't always that way. When Massenet first proposed the idea of selling luxury products online in 1999, she faced more than a few doubters. Nobody doubts her now.

Frequently described as one of the most influential women in the fashion business, as Chairman and Founder of NET-A-PORTER, Massenet has built the pre-eminent online luxury destination, incorporating a clever commerce-meets-content approach that is squarely targeted at a woman that she always seems to have on her mind. It is this laser focus that has kept NET-A-PORTER at the top of its game, becoming the benchmark for luxury ecommerce retailers around the world.

In the first in a series of CEO Talks to understand how fashion entrepreneurs and business leaders are combating the economic downturn, we sat down with Natalie to get her views on the prospects for online luxury.

Luxury Outlook | "You've been shopping, we won't tell"

In the latest sign of just how quickly consumer psychology is changing, Net-a-Porter yesterday sent an email blast to its huge customer database, offering a "discreet packaging service" to offset the conspicuousness and potential guilt associated with shopping in this, the most severe economic crisis in at least a generation.

Whereas previously the direct marketing email from the world's pre-eminent online luxury fashion retailer would have been accompanied by a strong, aspirational fashion image, the latest email features whispering women in a 1950's era photograph. The ad, while cleverly recalling the current fashion revival of the one-piece dress, focuses its message instead on the opportunity to continue to shop "and receive items in an unbranded recycled brown paper bag."

The move to the discreet strategy is even more noteworthy when one considers that the deluxe packaging usually offered by Net-a-Porter has generally been thought of one of the secrets to the success of the online retailer, and certainly one of the defining moments in its customer experience. Indeed, fashion magazines are currently running two-page Net-a-Porter advertisements showing nothing but the company's famous black boxes.

Luxury Outlook | Survival of the fittest

Even as America teeters on the brink of economic armageddon, fashion week has continued on in full force here in Paris. But, between all the comings and goings, the drama and parties, many designers, buyers and editors have had their eyes and ears tuned into what is going on Stateside, trying to make sense of the ever-changing news.

So what should luxury retailers and brands do in troubled times like this?

The days of unfettered consumption are over. Multi-thousand dollar canvas bags and poorly made clothes with staggering prices which are designed to last only one season will be a tough sell. More than ever, for consumers, every purchase now will involve the price/quality calculation that constitutes value. Consumers will ask themselves, how long will this last? How long can I wear this before it goes out of style? How versatile is this?

Halston | Fast fashion resurrection

It's been a long time since the days of disco, Studio54 and the iconic American fashion brand Halston. But, Net-a-Porter and the new team behind Halston are teaming up to use some very 21st century technology to  bring the brand back to life.

Next week, the newly-relaunched Halston will hold its first runway show at the Gagosian Gallery in New York. In a fashion first, two of the featured looks  will be available on Net-a-Porter the very next day for immediate delivery, less than 24 hours after the designs are revealed.

Historically, high-fashion collections are shown months before the clothes actually hit the shopfloor. This was fine in the days before the Internet and fast-fashion retailers, but in recent years, it's only served to give time for others to knock-off the looks and get them to the market long before the real ones appear.

Online fashion retail: A party without the cool kids

Every week there are reports of new online fashion retailers, but some of the biggest names in the UK are noticeably absent from the space. Selfridges and Harvey Nichols have essentially no online fashion businesses to speak of, while the venerable Harrods is selling a heavily edited mix of its lower-priced collections, with an emphasis on accessories, knitwear and outerwear only.

All of this is even more surprising when you consider that many of the major American department stores, with similarly large profiles, have made heavy (and successful) pushes into the online space. Neiman Marcus, Bergdorf Goodman, Nordstrom, Bloomingdales, and Barney's all have online sites with a large fashion assortment for sale. What's more, many of the world's best known luxury brands say that their rapidly growing online boutiques are their number one or two retail sales generators, even more than their flagship stores in the world's fashion capitals.

Roland Mouret: Back, hopefully in the black

Roland Mouret, as part of his new partnership with Simon Fuller, is taking to the web to launch his new collection under the newly-founded RM label.  With high-profile behind-the-scenes coverage of the collection's unveiling at Couture Week on Net-a-Porter, we may be seeing the first evidence of Mr. Fuller's influence and experience in having marketed such pop phenoms as the Spice Girls. He may not have fashion experience, but Fuller is a man who knows how to work with creative talent and get front-page attention.

What's more, this coverage is actually going to be linked to sales to end customers. In a first for the fashion industry, the small 21 piece collection for Spring Cruise 2008 will be available for pre-ordering on Net-a-Porter as of 5:30pm London time tomorrow. Natalie Massenet, the luxury e-tailer's co-founder, declared the online RM initiative a 21st Century trunk show. It's another coup for Net-a-Porter which has been continuously  innovating in the increasingly competitive online luxury retail fashion space.

Fashion 2.0: What the future holds

About a month ago, I attended the Harvard Business School’s annual Retail and Luxury Goods Conference in Boston. It was an interesting day of speeches and panel discussions, bringing together industry veterans and experts from leading luxury goods and retail companies including Neiman Marcus, Loro Piana, and Holt Renfrew. You can read more about the conference in this news article from HBS’s Harbus Newspaper.

I was honoured to speak on a panel with a diverse group of talented people from across the world of Luxury Goods, including the American designer Peter Som, Olivier Cardon, President of Roche Bobois North America, and Roberto Vedovotto, Chairman of Lehman Brothers Global Luxury Goods practice. I thoroughly enjoyed the back and forth with my fellow panelists. We touched on many topics, but the one that seemed to provoke the most debate was regarding the role that the Internet and so-called "Web 2.0" technologies can play in the branding, marketing and commercial strategies of luxury and fashion companies.

I have to say, it felt like being in a time warp. There was a notion that luxury “customers aren’t on the Internet” and that the Internet “is too risky” for luxury brands. All of a sudden, I knew what it must have been like to be Natalie Massenet (of Net-a-Porter) or Ernst Malmsten (of boo.com) back in 1999, making a case for the potential of Luxury and the Internet, to people who were very risk-averse, conservative and stuck in old mindsets; people who couldn’t see the potential for what the Internet could do for their brands and businesses. Of course boo.com and Net-a-Porter have followed two very different stories. (One, which ended abruptly, was discussed in this post.) Massenet, however, has shown (with her company that is now turning over a reported $80m and growing at 100% per year), that as with all businesses, harnessing the power of the Internet for Luxury comes down to basic business acumen, strong marketing skills, and knowing how to properly manage and grow a start-up, while also understanding technological issues such as the adoption curve and limitations of sophisticated technologies.

As for Luxury customers not being on the Internet, this appears to be an assumption made in the absence of basic facts or data. One need only look at a recent article from the Financial Times to see really how many luxury customers are online:

"A survey of  500 of America's richest families published in 2005 by researchers Doug Harrison and Jim   Taylor found that the respondents spent on average 13.7 hours a week online. The Luxury Institute, in a  survey of 1,000 wealthy consumers published in March, found that 98 per cent used the internet for     shopping, and that 88 per cent read product research and review sites.”

Clearly, these are not just young bucks trying to pick each other up on Myspace or Facebook, but also high net worth communities like asmallworld and focused fashion communities like Iqons.com. Big brands and collections are being discussed passionately on all of these highly-trafficked sites, but also on blogs (purseblog.com, whowhatweardaily) and virtual communities (secondlife.com). The amount of content is mindboggling. 

Obviously not all of it is good content. But, my basic point is that since conversations about Gucci, Prada and Burberry are going on, Gucci, Prada and Burberry might as well figure out a way to be part of those discussions, where it makes sense. The fact of the matter is that the conversations will continue, whether they are involved or not. Of course, not all of those places would make sense for every brand all the time, but to disregard the importance of the Internet outright seems shortsighted.

When it comes to the riskiness of luxury brands on teh internet, I can certainly appreciate this point. Big players have the most at stake, given the energy and money that have been invested in their brands, sometimes over hundreds of years. But that said, where there is risk, there is also opportunity. Thankfully, some big brands have recognised this and started to experiment with some of these new communication channels. Armani and Karl Lagerfeld have brought their fashion show videos to the Internet, iPods and mobile phones, showing that being a pioneer has nothing to do with age, it has to do with attitude. Dior has also experimented with the launch of a jewelry collection on secondlife.com.

That said, some of the most exciting ways to really experience what online luxury might feel like in the future is by visiting the amazing virtual worlds created by emerging designers, who are able take more risks and experiment. Boudicca’s site at platform13.com is like walking right into the fantastical (sometimes incomprehensible) world of the designers, Zoe and Bri an, who share all aspects of themselves and their passions. They have also uploaded all of their fashion shows to Youtube. Other fashion designers are also providing a peek into their everyday lives by keeping regularly updated blogs. New York-based Brit Sue Stemp and dynamic British-Japanese duo Eley Kishimoto are amongst those using blogs to create a space to communicate with their customers.

What the future holds for luxury eCommerce in particular is very exciting indeed, because much of the basic foundation has been laid. Competition is just beginning to heat up.  Since pioneers like Massenet successfully brought luxury online, all of the big retail and luxury players have jumped in. You could say, they have been fashionably late. Neiman Marcus’ direct business (which includes the nm.com, bergdorfgoodman.com and the catalogue business) now generates $700m in revenue. Revenue growth rates for the online boutiques of Coach and Gucci are massive, somewhere in the 60%+ range. Interestingly, partially because of the rush to capture online real estate and market share quickly, almost every online luxury site feels the same. Not much time has really been spent in creating a truly unique destination. Just check out  brittique.com, matchesfashion.com, brownsfashion.com, neimanmarcus.com, eLuxury.com , and bluefly.com and you will see what I mean. For the most part, each site is a one-way interaction with the consumer. They also tend to be organized in the same way, with similar aesthetics using similar fonts and layout. Only Net-a-porter has successfully integrated compelling content into their site (with its magazine) and just Yoox has a truly different look and feel.

So now, as with any other business where the product/service starts to become commoditised, the key players will have to take it to the next level and differentiate themselves to keep up with the rapid pace of what’s going on. It's not a zero sum game yet because the industry's growth is so high, but with so many players in the game, its bound to be more competitive. This is where Web 2.0 can play a role. Luxury ecommerce sites which differentiate themselves through unique product assortments, clever editorial and content, and interactive community development, will be the ones that succeed. On the other hand, with retail it always comes down to number of visits and average purchase size, so its also important that the interactivity and community don’t detract from the primary objective at hand, which is to drive sales.