• News / Monday, 25 February 2019 - 15:13
    As more luxury brands are getting up to speed with ecommerce, companies also need to adapt how they value and measure customer experience.
  • Jean-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 - 14:41
    Let 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 - 14:20
    Chinese luxury brands are a reality and likely to become a force to be reckoned with sooner than we expect.
  • why-luxury-mystery-shopping-is-obsolete-and-how-to-replace-it
    News / Tuesday, 11 December 2018 - 16:53
    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.
  • customer-experience
    No 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...