Transparent communication & Customer Experience

OTB brands aim at providing personalised experiences to their customers, promoting an inclusive and authentic communication

Customer needs are key drivers of the OTB Group activities. For this reason, we aim at elevating the quality of our products and promoting services that make our customer experience unique. This is possible thanks to a transparent communication, aimed at promoting a cultural change

Personalised customer experiences

The OTB brands are dedicated to offering customers unique personalised experiences, anticipating, and satisfying their needs with a proactive approach. Through a wide range of in-store and online services, the Group places increasing emphasis on omni-channel anagement, which is essential to adapt to the various sales channels and customer profiles.

Its omni-channel services include the Buy Online and Pick Up In Store, Click and Reserve, Click From Store, Return In Store, Book an Appointment and Ship from Store.

Transparent communication to our stakeholders

We share our ESG performance and the goals we have reached, transparently. To facilitate this information exchange with its stakeholders, OTB has been publishing a Sustainability Report since 2022, in order to inform on the brands and the companies progress in their transition towards a more responsible fashion.

Moreover, our brands are committed to developing projects that allow customers to obtain more detailed information on their products. For example, Diesel has developed a system that allows its consumers to scan a QR code on the garment's inner label, that redirects them to a digital “ID” platform detailing the preferred materials used, the innovative low-impact treatment techniques, as well as selected accessories. Marni, Maison Margiela and Jil Sander, instead, provide authenticity certificates of their products through the Aura Blockchain Consortium platform, ensuring the products’ value over time and making counterfeiting impossible.

Protecting Our Planet

We are committed to reducing our environmental impact and supporting the fashion industry in its decarbonization process