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Frontline associates need to become fluent in brand language

15 Tuesday Oct 2019

Posted by Victoria Macdonald in Uncategorized

≈ 1 Comment

Nice article in Luxury Daily about my recent LuxeCX talk on training customer-facing teams for transformational luxury customer experiences: https://www.luxurydaily.com/frontline-associates-need-to-become-fluent-in-brand-language/

Capture

 

Aside

Luxury isn’t snobby, it’s inviting.

02 Monday Sep 2019

Posted by Victoria Macdonald in Brand, Customer Experience, Customer Service, Luxury, Luxury Brand, Luxury Sales Training, luxury service, Uncategorized

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Tags

Brand, Customer Experience, Customer Service, Hospitality, Luxury, Luxury Customer Service, Luxury Selling, Ritz-Carlton, Sales, Selling

I’m currently reading Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise by Horst Schulze (co-founder of The Ritz-Carlton Company). So many wonderful ideas and words of wisdom from someone who laid the foundation for service par excellence!

This quote from the book sums up my approach to luxury “Elegance without warmth is arrogance.” Luxury should never be snobby; it should always be inviting.

Below is a link to a previous post about a study that showed while a snobby approach to luxury selling might result in increased sales, the increase is temporary. Ultimately, customers reject this strategy and leave the brand.

The Devil Sells Prada… and burns the customer!

 

 

 

Aside

Reflection

25 Friday Apr 2014

Posted by Victoria Macdonald in Reflection, Uncategorized

≈ Leave a comment

reflectionI’ve always believed that reflection is the most important part of learning. That’s why I try to build some element of reflection into every program: discussion, self-reflective questions, journaling, etc. What’s your favorite way to encourage reflection?

(Read the HBR article for additional ideas).

 

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