For many luxury brands, "clienteling" has become synonymous with a post-visit digital nudge—a generic WhatsApp message or a broadcast of the latest collection images. However, true luxury clienteling is not a digital afterthought; it is a mindset and a circular process that begins the moment a guest enters your boutique. For Brand Managers and Training Heads, the challenge is clear: if your team fails to forge a personal emotional connection  during the first visit, no amount

Season time is here, and in luxury retail, it’s more than just high sales—it’s a heightened moment of connection. Globally, brands are buzzing with gifting, celebrations, VIP events, new launches, cocktail hours… the calendar is packed. But amid all this activity, one truth remains clear:   the human touch is what truly differentiates a luxury experience . And that’s where VIP clienteling becomes not just a tactic, but a core strategy. Over the years, I’ve seen luxury brands

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

VIP clients are the cornerstone of the luxury retail industry, driving a significant portion of revenue and brand prestige. These clients not only make frequent high-value purchases but also serve as brand ambassadors, influencing others and setting trends. Catering to VIP clientele is crucial because they demand and expect exceptional service, personalized experiences, and exclusive access, which in turn fosters loyalty and long-term relationships.  In this article, we will

In the fiercely competitive world of luxury retail, VIP clienteling has emerged as a critical strategy for top-tier brands to distinguish themselves from the rest and deepen relationships with their top customers. In this article we will first understand who the VIP Customer is, their expectations and VIP customer serving strategies.   Understanding the VIP Client   The latest report on True-Luxury Global Consumer Insights by Altagamma & BCG Team states that ultra high net wo