“The store was busy, so I couldn’t spend much time with the customer” If you're a luxury brand or store manager you have probably heard your client advisors justify service gap during busy periods. Managing peak hours is a real operational challenge for luxury retailers, especially in iconic shopping destinations. But does high footfall have to mean compromised customer experience? Why Crowds Undermine the Luxury Experience The luxury shopping experience is built on personali

Defining a signature brand experience seems to be the call of the day for luxury brands. When market conditions are competitive and sales are in decline, and customers are skeptical and increasingly discerning, it becomes essential to revisit the brand’s value proposition. Most luxury leaders now recognise that customer experience is not just an extension of the product—it is the product. Values like emotional connection, hyper-personalisation, seamlessness, sustainability, a

When clients face the same challenge and you find yourself conducting the same workshop on repeat, it calls for deeper insight. The ability to connect with luxury customers, has become a glaring gap in most luxury retail interactions. Luxury brands recognise this as a key issue in their overall customer experience, especially in growing markets like India and the Middle East with their diverse clientele . Sales advisors struggle to forge an emotional bond with clients, and t

The luxury slowdown can be attributed to several factors, such as the commercialization of luxury brands, lack of product innovation, sharp price increases, and questionable product quality. According to Business of Fashion and McKinsey’s report on the state of luxury, one-third of luxury customers feel in-store experiences have worsened in 2024 . Not only have aspirational luxury customers become increasingly skeptical of post-pandemic price increases, but they feel let down

What was your last most memorable #customerexperience ? In my experience, it's most likely to be a dining or hotel experience that knocked y

How annoying is it to receive irrelevant information from a brand that you have previously shopped with ? It can make you feel under valued and invisible, and in today's busy world, a big waste of time. A friend who is a single career oriented personality feels miffed when receiving sentimental communication about mother's day and baby goods from her beloved luxury mall. A conservative shopper who always buys relaxed fit and full length workout gear would second guess the bra