customer service
Retail Hacks Luxury Stores Must Know For 2021
China will soon become the first country to sell most of its retail online. So what is the point of a physical store post-pandemic? Read More
4 Reasons Consumers Hate Your Luxury Brand
What is the source of luxury brand hate, and should luxury brand managers be on edge if their brand is on the most-hated list? Read More
Luxury Brands’ WeChat Service Accounts Fail to Engage with Customers
WeChat is fundamentally a social media app and Chinese consumers expect direct interaction with luxury brands when they use it. Read More
Luxury Brands Shift China Focus From Store Size To Service
As luxury growth slows in China, some European brands are trying to keep sales on the mainland by focusing on better customer service rather than store expansions. Read More
Global Brands, Engage Your Global Chinese Customers
Despite the proven purchasing power and attractive spending patterns of traveling Chinese consumers, brands dramatically underinvest in this global customer segment in their home markets. Read More
Coach Set For China E-Commerce Launch: Is It A Game-Changer?
To explain the benefits of its online store, Coach included "10 reasons" consumers should shop online rather than offline, even when items are priced similarly. Read More
Are Luxury Retailers Ready For China’s “Super Golden Week”?
China’s fall holiday season will raise the stakes for American travel, hospitality and retail sectors this year, due to the unusual confluence of two major holidays. Read More
The Three Rules Of Social Media Crisis Management
Crisis management is the most critical pillar of a genuine social media strategy, and yet it remains the most overlooked by companies. Read More
Why China’s Shangpin Could Beat Major Luxury E-Tailers At Their Own Game
With American and European heavyweights such as Macy’s, Neiman Marcus and Net-A-Porter already adopting a full-price model and teaming up with Chinese luxury sites, how will Shangpin fare amidst such fierce (and well-capitalized) competition? Read More
Luxury Brands Kick Up Perks For Chinese VIPs
Private shopping sprees, flights to Paris for fashion shows, custom-made one-of-a-kind items -- for major luxury brands looking to lavish perks on notoriously brand-disloyal Chinese VIPs, the sky's the limit. Read More
