Luxury Customer Experience Masterclass
Understanding what truly defines luxury — from emotional value and experience design to evolving customer expectations.
Duration: Half-day
Description:
This foundational masterclass introduces participants to what truly defines luxury customer experience today. Designed for those new to luxury — or in need of a mindset refresh — the session explores luxury as an emotional, experience-led journey rather than a transactional retail model. Participants examine what differentiates luxury from standard retail, the core values that shape luxury experiences — such as personalisation, seamlessness, belonging, exclusivity, and delight — and how customer expectations have evolved.
For:
Luxury Retail Sales Advisors, Luxury Brand managers, Marketing teams, Customer service leaders, Luxury Sales professionals, CX strategists
Learning outcome:
Clearly articulate what defines a luxury customer experience
Understand the emotional drivers behind luxury decision-making
View experience as a journey made up of meaningful moments
Build a shared luxury mindset across teams and functions
Business Impact:
Stronger alignment across sales, marketing, and service teams
More intentional and consistent luxury experiences
A clear foundation for advanced luxury selling and clienteling skills
