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

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

As shoppers it’s a common practice to browse online, and then drop into the store for a trial, especially if it’s a high value purchase. Imagine if we could alert the store with a click to keep shortlisted items ready for us to try in store, with confirmation that the items are in stock. When we arrive at the store, without a wait, we are greeted by name and shown a curated selection based on our online browsing history. We have the option to purchase in store and have the pr

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

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