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

A Conversation That Stuck With Me Not long ago, I had coffee with a friend who is global luxury client. She described her latest luxury escapade with these words, “The boutique was beautiful, the service was polite, …but honestly, it all felt so transactional.” That stayed with me. Because this wasn’t about product knowledge or the efficiency of the sales process—the store had ticked every box .  What was missing was something harder to measure : an emotional connection . And

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 does it feel to splurge on a luxury product, only to find the same item at a steep discount soon after? Disheartening, to say the least.

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

Design thinking meets Luxury! It's a growing trend for brands to seek human centered tools to help deliver great customer experiences.

Chats are often seen as reactive customer service tools rather than opportunities to acquire, engage and connect with customers. When it comes to luxury brands, effectively using chat to meet customer expectations becomes even more critical. Let's delve into three key aspects of chat: moving from reactive to proactive, performing as a sales tool and personalising customer interaction. Elevate chat from reactive to proactive Nothing frustrates a customer more than not being ab

In this article we dive into the nuanced world of making additional recommendations – an art that involves cross-selling, link selling, and up-selling. Let's understand each of these strategies and why they play a pivotal role in maximizing the sale. Understanding Cross-Selling, Link Selling, and Up-Selling: Cross-Selling is recommending a product from another category that complements the original need. Example: Suggesting a handbag to accompany a pair of work shoes. Link

Welcome to a deeper dive into the world of sales, where communication is an intricate dance. In this article we unveil a pivotal technique – the power of acknowledgment. Whether you're a seasoned salesperson or navigating everyday conversations, the temptation to respond immediately is ever-present. However, the wisdom lies in resisting that urge. A carefully chosen acknowledgment statement has the power to turn a potentially tense dialogue into a comfortable exchange. Consi

In a world where customers are cautious about pushy sales tactics and commission-driven recommendations, the key to success lies in personalizing your suggestions. Today, we will delve into the art of making recommendations that no customer can refuse. Why Personalize Your Recommendations? Customer Satisfaction: Personalized recommendations ensure that customers get precisely what they want, leading to genuine satisfaction. Customer Understanding: It makes customers feel sp

After successfully welcoming your customer and establishing an instant connection, the next phase is just as crucial—the browsing phase. This stage is where the customer explores your store, forming impressions and uncovering hidden needs. Let's delve into why this phase is so vital and how you can navigate it effectively. Why Is Browsing Important? Customer Feels Welcome: Browsing creates an environment where customers feel welcomed and free to explore. It sets a positive t

Today, we delve into a crucial aspect of interpersonal skills that often goes overlooked—the art of introducing yourself with impact. In the realm of retail, where every interaction is an opportunity, making a memorable introduction is the key to forming instant connections with customers. Think about the numerous times we engage in conversations without taking a moment to introduce ourselves. A mere exchange of names might seem courteous, but it often falls short of creating

Imagine approaching a doorstep only to be met with a blank stare and no acknowledgment. It's an uncomfortable scenario that underscores the importance of warm greetings. Whether in personal or professional interactions, a simple greeting goes a long way in making someone feel seen and respected. Why Should You Greet Someone? Acknowledgment and Respect:  A greeting is a basic act of acknowledging another person, signaling that you recognize their presence and value them. Less