Why Luxury brands need Design Thinking ?
Design thinking meets Luxury! It's a growing trend for brands to seek human centered tools to help deliver great customer experiences.
The Building Blocks of a Customer-Centric Organisation
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....
How Indian Direct-to-Consumer Brands Inspire Luxury Retail
an luxury brands take inspiration from India’s booming direct-to-consumer brands? The answer is yes! In many ways, these brands...
Enhancing Luxury Customer Experiences: The Power of Customer Journey Mapping
Clients often ask me how customer experience differs from marketing as a function, and I find the best way to explain the difference is...
How to measure training impact on business
Over the years I have come to believe that helping my clients measure training ROI, specially impact on business, is the most critical...
Manage Angry Customers with Ease
Today, we delve into a crucial aspect of customer service—handling angry customers. Complaints are an inevitable part of the retail...