customer service
The New Codes of Luxury: 5 Essential Questions For Reinventing Luxury Customer Experience
In a time when consumers are choosing brands that resonate with their own values, what many brands forget is that the overall experience counts. Read More
A Luxury Brand’s Weakness? Getting The Human Connection Right
When a brand is unable to provide a human connection, it does not create extreme value. And without it, there is no desirability, no loyalty, and a limited willingness to… Read More
Will Gen Z Break Up With Your Luxury Brand?
Half of the existing luxury brands today likely won’t survive by 2030. They must deliver a best-in-class performance or risk becoming obsolete to Gen Z. Read More
How Raffles Is Setting A New Standard In Luxury Hospitality
As useful as the "star" system of rating is, it’s fundamentally flawed. In the end, luxury isn’t about real estate or amenities — but the magic of detail. Read More
The New Game of Luxury: Gen Z in China
Although Gen Zers contribute to less than 20 percent of luxury spending worldwide, they are critical in influencing the preferences of older consumers. Read More
Luxury Lives on During China’s Latest Lockdowns
As lockdowns shutter regions in China, luxury brands are exploring new ways of reaching high-value customers during this difficult time. Read More
Molekule and Herman Miller: Two Different Lessons About Digital Luxury
Recently, Jing Daily columnist Daniel Langer made two different online luxury purchases. How did they go? Very differently, it seems. Read More
Why Consumer Breakups Are Luxury’s Costliest Mistake
After years of loyalty, one bad interaction is enough to cause a terrible brand breakup, so luxury brands must be vigilant about their customer journey. Read More
Death by a Thousand Cuts: The Financial Perils of Bad Luxury Choices
When analyzing underperforming luxury brands, the same themes recur — too much focus on internal matters and not enough on consumer connections. Read More
‘Luxury’ Is in the Product, Right? Wrong
Brands are extremely confident about charging enormous premiums for their products. But if a customer doesn’t feel valued, no luxury is experienced. Read More
