The April 2013 Luxury Institute survey revealed only 25% of wealthy shoppers buy online after checking out merchandise and gaining insights at a store. While luxury brands are starting to understand the importance of creating a seamless brand journey through omni-channel marketing, the luxury consumer still enjoys the personal, white glove treatment. For more on the importance of the luxury customer experience read this recent blog post “Moving Beyond Customer Service to Customer Experience.”
Our Ladies and Gentlemen: Olivia Brown
Each month, The Ritz-Carlton Leadership Center (RCLC) features an interview with an employee — a Lady or Gentleman of The Ritz-Carlton — in order to share an insider’s view of the organization.
Ken Blanchard on giving ‘legendary service’
For sales associates to care about customers they need more than product and sales training – they need emotional intelligence and decision-making skills.
I recently wrote “Missed Moments in Customer Service” about a failed shopping experience at a luxury store. I analyzed each step of the interaction to see what the salesperson could have done to provide better service. Now, several weeks later, the details of that interaction have faded and what I’m left with is simply this—I had a disappointing experience. The encounter didn’t fit with my expectation of the brand. That’s when I realized luxury brands need to move beyond just providing luxury service, to creating a complete luxury experience.
What makes a luxury experience?
Luxury is the opposite of ordinary. Nothing about the luxury experience should be mundane. Everything about the interaction should be delightful and memorable. Here are some suggestions for turning luxury customer service into luxury customer experience:
Continue reading “Moving Beyond Customer Service to Customer Experience”
I’ve spent several years in customer service and sales training in the luxury industry. So when I go shopping, I’m particularly aware of the service. Customers should expect good service; but when service fails in a luxury setting, it’s particularly troublesome. In this case, I went into a luxury retailer to purchase a pen refill. When I left the store, I not only had my refill, but also a list of “missed moments:”
luxsell.me 