customer service
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
To Succeed In China’s Fashion Market, “Wash, Rinse, Repeat”
Introducing a new shopping concept, new fashion sensibilities and new designers to a new market is no small feat. Read More
Pampered In Europe, Chinese Luxury Shoppers Slam Service At Home
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
