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News / Monday, 25 February 2019 - 15:13NEW YORK – As more luxury brands are getting up to speed with ecommerce, companies also need to adapt how they value and measure customer experience. Customer service metrics do not always reflect actual customer experiences. Speaking at Luxury...
News / Monday, 25 February 2019 - 14:54Jean-Baptiste Calais South-East Asia & Oceania Director of Customer Experience Group You Help Brands Move Towards A Personalised Customer Experience Model. What Does This Mean And Is There Such A Thing As Too Much Personalisation? Based on our...
News / Monday, 25 February 2019 - 14:41Let me start with a story -- one that tells of changing times and practices failing to keep up. A few months back, I was in the store of a well-known luxury brand, looking for a tie. A sales assistant approached and began telling me the brand story...
News / Monday, 25 February 2019 - 14:20In 2013, the Chinese government sought to diffuse social tension by imposing a ban on TV and radio ads for luxury goods. This was meant to address the country’s widening gap between the rich and poor, although Beijing also claimed to be concerned...
News / Tuesday, 11 December 2018 - 16:53Why mystery shopping is obsolete? Mystery Shopping, the act of sending a ‘fake customer’ into a retail store has long been seen as the end all solution for assessing a store’s compliance versus pre-defined guidelines/standards. But, turns out that...
News / Tuesday, 3 April 2018 - 12:35No one can accuse luxury brands of cutting corners where advertising spend is concerned. On average, they divert 8% of their turnover into funding advertising initiatives. In the US for example, luxury brands invested more than $5 billion in...