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

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

“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

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

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

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 the world of luxury sales, every detail matters. From the exquisite products to the personalized service, creating a memorable experience for customers is paramount. One often-overlooked yet powerful aspect of this experience is addressing customers by name. Let's delve into why this seemingly small gesture can make a significant difference in luxury sales interactions.   The reason Recently, I visited an ultra-luxury jewelry store where the sales professional failed to as

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

You've nailed the first impression, but what's next? Let's delve into the art of building instant rapport – that magical connection that transforms a transactional interaction into a human-to-human connection. Understanding Rapport: Rapport is the ability to create an immediate connection with someone, transcending the usual customer-salesperson dynamic. It's not about forming a long-term relationship but establishing a swift, genuine understanding on a human level. Why Rapp