As a trainer, classroom sessions are always great energisers, but coaching on the floor can be truly fulfilling. Last week, I spent time on the shop floor coaching a luxury retail team in real time. Once again, it reinforced something I deeply believe about luxury retail training:   Classroom learning builds understanding, true transformation happens on the job. When we talk about elevating clienteling, strengthening soft skills, or improving luxury sales performance, we are talking about...

I landed back in Dubai the very day the war broke out. For the first week I was alone; my husband was still in India and unable to return. Like most residents of the UAE, my phone was flooded with messages from concerned friends and family abroad, while the distant sound of missile interceptions echoed across the sky. The idea of war is unsettling enough from afar — being physically present within it can easily trigger fear and anxiety.   Yet something unexpected happened over the days that...

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 of sophisticated...