Imagine that! Helping Customers Envision

AlgarveA few years ago my husband and I vacationed in the Algarve region of Portugal. I was struck not only by the stunning scenery, but also by the gracious and elegant service we received. Wherever we went—whether it was to a fancy restaurant, a roadside café, or a little shop—we were welcomed by the warm, friendly smiles of the courteous staff. Still, one encounter stood out above the rest…

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The Devil Sells Prada… and burns the customer!

matchHow rude can you go? Will nasty open your wallet?

Should the Devil Sell Prada? Retail Rejection Increases Aspiring Consumers’ Desire for the Brand, is a new study that will appear in the October 2014 Journal of Consumer Research. The study (co-authored by Dr. Darren Dahl, a marketing professor at the Sauder School of Business and Prof. Morgan Ward of the Cox School of Business) found customers who receive poor treatment from sales associates in a luxury retail environment are more likely to make a purchase.

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Missed Moments in Customer Service

penI’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:”

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