customer service
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
4 Reasons To Invest In Physical Luxury Stores
The global pandemic provided a surge in e-commerce shopping, but there are signs that traditional luxury spaces are gaining in importance again. Read More
How to Reduce Dropshipping Risks In 2021
Dropshipping — when a seller produces orders without keeping goods in stock — is growing globally, but there are several traps dropshippers must avoid. Read More
Why Luxury Is Not About Best-In-Class Experiences
If a luxury brand creates category experiences and not branded experiences, it will become predictable and interchangeable. Read More
Luxury Is A New Game. These Are The New Rules
The pandemic has reshuffled the luxury industry's deck. But brands that hope the game will return to "normal” are in for a rude awakening. Read More
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
