customer service

WeChat is fundamentally a social media app and Chinese consumers expect direct interaction with luxury brands when they use it. Read More

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

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

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

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

Crisis management is the most critical pillar of a genuine social media strategy, and yet it remains the most overlooked by companies. Read More

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

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

Introducing a new shopping concept, new fashion sensibilities and new designers to a new market is no small feat. Read More

If there's one major complaint we hear time and time again from Chinese luxury consumers shopping at home, it's about the uneven and relatively low level of customer service at high-end boutiques. Read More