How to Provide Customer Service Like a Luxury Brand - (2022)

  • Luxury brands serve a demographic that expects the best, so they have perfected customer service in their business models.
  • Any business can implement luxury service tactics, such as personalizing communications, regularly collecting customer feedback, tracking key metrics and incorporating executive attention.
  • If you can’t handle customer service in-house, there are ways to outsource it while still providing luxury-level customer service.
  • This article is for small business owners looking to provide the best possible customer service.

Luxury brands have long been admired for their product quality and how they treat their customers. They serve a demographic that expects nothing but the best, and these brands constantly strive to raise the bar.

But luxury-level service doesn’t have to come with products that cost thousands of dollars. You can implement these high-end customer service practices in your small business.

Crown & Caliber – a company that consigns watches from brands like Rolex, Breitling and Cartier – believes the luxury market is all about honesty and comfort.

“When dealing with expensive items, it is important to portray trust and professionalism,” said CEO Hamilton Powell. “Excellent customer service is the best way to put a customer at ease. Successful customer service representatives will portray empathy and will make the owner feel comfortable placing their beloved [luxury item] in safe hands.”

We spoke to several small business owners to find out how they incorporate luxury-level customer service in their businesses. Here are seven essential tips to follow.

1. Collect regular feedback from customers.

Your perception of your customer service doesn’t matter, Powell said. What matters is how your customers think you’re doing. For instance, Crown & Caliber performs quarterly net promoter score surveys with its customers to get an idea of how the team is doing and where it needs to improve.

“Ask, ask, and ask,” said Thalia Toha, brand and business strategist. “Ask better questions, and don’t let [complaints] fall flat with no visible improvements afterward. The extra mile is not crowded for a reason.”

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How to Provide Customer Service Like a Luxury Brand - (1)Tip: Collect feedback by using customer surveys to gauge brand awareness, evaluate events and measure customer satisfaction.

2. Track customer service metrics.

You can’t improve what you’re not tracking. Powell noted that his company’s customer service team has precise metrics reported to them daily, such as the percentage of repeat customers and the amount of time spent on the phone.

These are some other key customer service metrics to track:

  • Customer satisfaction: Unlike many customer service metrics, this value is a ratio. To calculate it, divide the number of customers satisfied in your surveys by the total number of customers that responded.
  • Net promoter score: You’ll calculate this metric using a single-question survey that identifies how your customers feel about your brand. The lower your score, the more work you can do to turn less enthusiastic customers into loyal ones.
  • Customer churn: To calculate customer churn, figure out why customers stop using your services. Then, analyze data relevant to these factors every month. Your ultimate goal is to figure out how to push this data in a direction that helps you retain customers.

3. Be available to your customers.

Customers want to know their voice is being heard, and their concerns are your concerns. Using social media for customer service is an effective tactic. Social media, especially Twitter, is a great way to immediately listen and respond to customers who may have an issue, Powell said.

But being quick to respond to online reviews, tweets and comments isn’t the only way you should be available to customers. Powell emphasized the importance of taking phone calls for customers who want to speak directly with a service representative.

“It is difficult to build a strong rapport with a customer when the only form of communication is [digital],” he said. “Speaking with customers on the phone does take a bit more time than just emailing them, but it shows them they are worth the customer service representative’s time.”

Jared Weitz, founder and CEO of United Capital Source, said that businesses should avoid leaning too much on feedback bots and artificial intelligence to provide a customer experience. “Remember that you are serving people. AI, service bots, and automated content are great resources, but they should not be the only resource for providing service.”

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How to Provide Customer Service Like a Luxury Brand - (2)Tip: Be aware of customer service phone etiquette when speaking with customers. For example, speak clearly and calmly, listen carefully, take notes, ask questions, and never interrupt.

4. Use live chat the right way.

Although AI chat shouldn’t be your customer service focus, live chat remains a viable option. In fact, 41% of customers prefer live chat to other customer service channels. You can follow several live chat best practices to incorporate live chat into your customer service options.

For starters, remember the word “live.” A person should be behind your chat tool, ready to respond to incoming queries. Your live chat technology should also keep a complete record of what your team and customers say during each conversation. You should also include a survey at the end of each interaction to determine how your customers feel about your live chat.

Look over your agents’ conversations and analyze the data you obtain from surveys. If you see concerns about response time or your representatives unclearly communicating via live chat, train your team to do better. As you improve your live chat service, you’ll help a substantial portion of your customer base feel more satisfied.

5. Offer personalized experiences.

So much of consumption these days is about the whole experience rather than just the product or service. Customers want to feel special and valued whether they’re shopping for a Porsche or a new paint color for their house.

Jason Taylor, co-founder of Prestige Transportation, said that he pushes his company to go the extra mile in personalizing and creating value in his customers’ experiences. “For many of our regular clients, we keep notes in their account and bring them their favorite Starbucks drink when taking them to the airport in the morning.”

Another way to personalize your service is starting customer loyalty programs. Loyalty programs can include direct mailers, rewards programs, card-linked offers and other purchasing incentives. You could also ensure that actual people speak to your customers during key interactions and make recommendations based on their buying history.

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How to Provide Customer Service Like a Luxury Brand - (3)Tip: Your team can offer personalized product recommendations based on data provided by the best customer relationship management (CRM) software.

6. Level the playing field.

The Ritz-Carlton’s motto is “we are ladies and gentlemen serving ladies and gentlemen.” This concept goes along with the idea of empowering your employees to create stellar experiences for your customers. If you give your employees the same respect you do your customers, they feel valued and motivated to pass on a positive experience.

Furthermore, as a CEO or business owner, you should make a point to interact directly with employees and customers.

“Even as CEO, I get on the phone with customers myself,” said Bob Seidel, private jet pilot and CEO of Alerion Aviation. “No request is too small for me to listen to, which makes the client feel important.”

Powell reminds business owners that the customer should always come first, regardless of your company’s size, industry or target market.

“It is important to build a relationship with the customer so they feel like they are more than just a transaction,” he said. “Smaller companies should make this the foundation of their company. Build your company on the idea that it is built to fill customers’ needs, and their needs should be the priority. No company is too big or too small to provide customers with excellent service.”

How to Provide Customer Service Like a Luxury Brand - (4)Key takeaway: True leaders are never too high on the corporate ladder to speak with customers or clients and address their concerns.


7. Outsource customer service to a call center if you can’t do it yourself.

Sometimes, providing luxury-level customer service means knowing you can’t make that happen in-house. Maybe your skills and knowledge pertain solely to your products and not the art of interacting with customers. Or maybe you can’t quite build the infrastructure or afford the costs of building an in-house customer service staff.

If this is the case, choose a customer service call center for your business. You won’t be alone: Roughly 1 in 4 customer service lines are outsourced.

All kinds of factors play into whether a particular call center service fits your needs. For example, a domestic call center may offer more services than an international one, along with superior technology and agents who may be better suited to work with your customers.

Other considerations include whether your agents will be dedicated to your company or distributed across many clients. You should also look into the service’s policies on outages, minimum monthly call volume, availability and reporting. Reporting is particularly crucial: The best call center services report real-time data, record calls, and offer maximum transparency.

Some of these services, such as Go Answer, excel at handling inbound calls (read our Go Answer review to learn more). Other call services are better for outbound calls, primarily involving lead-generation tactics that not every business may need.

No matter your customer service needs, you can likely find a call center to help.

Max Freedman contributed to the writing and research in this article. Source interviews were conducted for a previous version of this article.

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How do luxury brands engage their customers? ›

Luxury brands live and die based on their repeat customers. Customers who develop high brand loyalty will regularly purchase new item releases, shop for others at your store during the holidays, share luxury brands on social media, and bring other customers with high brand loyalty potential on board.

What is high end customer service? ›

Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.

Which luxury brands have the best customer service? ›

Which Brands Deliver the Best Customer Experience?
  • Four Seasons Hotels.
  • Dior. ...
  • Gamestop. ...
  • Kia. ...
  • Wendy's. ...
  • Chanel. ...
  • Dove. Among Dove's positive mentions, we found people supporting their Self Esteem Project, as well as hashtags like #selfcare and people talking about body confidence. ...
Jan 30, 2020

What is the most important thing in luxury services? ›

Emphasizing the symbolic value

The most important element of creating luxury brands is the brand's ability to create and communicate symbolic value for its customers. Brands usually offer two types of value – functional value and symbolic value.

What do luxury customers want? ›

Luxury customers feel power from spending big and satisfaction from obtaining exclusive, rare, and quality products. Luxury shoppers demand their brands to be 'woke'. They are concerned with the environment, including social and political issues.

How would you approach a customer in luxury retail? ›

10 Must-Know Tips For Selling Luxury Retail
  1. Make it about the customer. ...
  2. Do not ignore the value. ...
  3. Add-on features and suggestions should be relevant. ...
  4. Looks matter. ...
  5. Set the expectations right. ...
  6. Do not over expect when you are selling. ...
  7. Don't dwell on past errors. ...
  8. Be on the same page as the customer.
Mar 11, 2020

What is a luxury service? ›

Luxury services are extraordinary hedonic experiences that are exclusive. Exclusivity can be monetary, social and hedonic in nature. Luxuriousness is jointly determined by objective service features and subjective customer perceptions.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

How do you give a 5 star customer service? ›

Here are five tried and true tips to infuse a mentality of five-star support directly into the culture of your company.
  1. Give your customer service team more information. ...
  2. Respond to customer feedback. ...
  3. Admit when you are wrong. ...
  4. Encourage personal development. ...
  5. Creatively and proactively problem solve.
Apr 24, 2020

What are the 3 most important things in customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

What makes a luxury good or service desirable? ›

The ten luxury brand values as defined by Danziger are superior performance, craftsmanship, exclusivity, innovation, sense of place & time, sophistication & design aesthetic, creative expression, relevance, heritage, and responsibility.

Why is good customer service important? ›

Customer service is important to your business because it retains customers and extracts more value from them. By providing top-notch customer service, businesses recoup customer acquisition costs and cultivate a loyal following that refers customers, serves as case studies, and provides testimonials and reviews.

What are luxury experiences examples? ›

From Boutique Concert Camps to Refined Cheese Pop-Ups
  • Department Store Fitness Studios. ...
  • Luxury Vehicle Fuel Deliveries. ...
  • Interactive Wine Tables. ...
  • Exclusive Chocolate Tastings. ...
  • Solitary Dining Pop-Ups. ...
  • Members-Only Cocktail Bars. ...
  • Lavish Festival Accommodations. ...
  • Immersive Aircraft Experiences.
Nov 14, 2016

How would you approach a customer in luxury retail? ›

10 Must-Know Tips For Selling Luxury Retail
  1. Make it about the customer. ...
  2. Do not ignore the value. ...
  3. Add-on features and suggestions should be relevant. ...
  4. Looks matter. ...
  5. Set the expectations right. ...
  6. Do not over expect when you are selling. ...
  7. Don't dwell on past errors. ...
  8. Be on the same page as the customer.
Mar 11, 2020

How do I build a luxury service brand? ›

To get started, follow these steps on how to build a luxury brand.
  1. Identify a Niche Segment.
  2. Brand Positioning with High levels of Differentiation.
  3. Emphasize the Symbolic Value.
  4. Create Exclusivity Perceptions.
  5. Intransigent Delivery on a Superior Brand Promise.

What is a luxury service? ›

Luxury services are extraordinary hedonic experiences that are exclusive. Exclusivity can be monetary, social and hedonic in nature. Luxuriousness is jointly determined by objective service features and subjective customer perceptions.

What do luxury customers want? ›

Luxury customers feel power from spending big and satisfaction from obtaining exclusive, rare, and quality products. Luxury shoppers demand their brands to be 'woke'. They are concerned with the environment, including social and political issues.

Follow our tips to design luxury customer service experience like famous brands and grow your business for long-term results!

We all know luxury businesses sell exclusive products, but what about their customer experience (CX)?. Is it vastly different from the service other retailers and brands provide, or is it just the products that keep it afloat?. The question is what brands like Gucci and Jaguar do to provide a luxury customer service experience?. Therefore, a luxury customer service experience is more than just a quality product or service with a high price tag.. Think back to any time you had an experience with a luxury brand or business.. They are completely focused on portraying trust and professionalism, and customers feel comfortable through the entire journey.. Therefore, you should help your CX operators to understand the product they are trying to sell, so they can advise customers while they’re making a purchase.. Customers tend to offer businesses they buy from a wealth of information about themselves, and this data should be used purposefully.. Considering the year behind us and the rapid implementation of technology, nurturing empathy in our lives might be more important than ever.. They should give employees the time to interact with customers and provide the service full of respect and understanding they deserve.. For you to achieve a luxury customer service experience, you will even need to predict customer behaviour to prevent issues before happening.. Luckily, customer and behavioural data can help you with this.. In the end, even the slightest changes in your business can make a difference between your customer coming back or never showing up again.. Please, feel free to ask your department manager any question at any time.

Customer loyalty is especially important during the COVID-19 pandemic. Here's how to build customer loyalty in your brand.

As a business owner, you know your customers are the reason for your business.. Here’s why cultivating customer loyalty is important and tips on building it.. “If you put in the work necessary to build customer loyalty, those customers will … stay invested in your business.. “So, one of the key lessons from the pandemic has been [that], in good times, building customer loyalty can help you grow faster and more profitably, and in tough or challenging times, it can be the difference between surviving and going out of business.”. Because they already trust your business and its products or services, existing customers tend to spend more money than new customers.. The more customer loyalty you have, the better your profits will be.. For instance, on a customer’s birthday, you could send them a personalized birthday message with a special deal.. What does your business do best?. You know what they say: “Don’t fix what isn’t broken.” Unless you are having trouble attracting and retaining customers, don’t switch up your offerings or become unrecognizable as a brand.. Instead, stay as loyal to your business as you’d like your customers to be.. To cultivate their loyalty, you must be loyal to them first.. Convenience like this could encourage customers to make frequent purchases from your business.

Customers have never been as demanding as they are today and expectations continue to rise rapidly. In the past few years alone we’ve seen personalis

Customers popping down to their corner store for a loaf of bread and some milk will not expect the same service post-purchase as a customer purchasing a handbag from Louis Vuitton.. For a luxury retailer, such as Louis Vuitton, the after-care will focus on following up on the experience and providing attention and care to the customer post-purchase – demonstrating to the customer that they are not only valued at the point of sale, but building a connection over time.. Luxury brands have had to prove their value to customers far more extensively than other brands, by providing an entire 360 experience that justifies the price.. In an effort to differentiate by enriching the brand experience, luxury brands are extending the focus of the brand-customer relationship beyond pre-purchase encounters and shopping experiences to come after the sale.. Stores have become ultra-sensory “temples” of luxury, where brands showcase products and materials in unique settings to create an individual and unique pre-sales and purchase experience.. Excellent, personal service underpins the retail encounter, and it’s this lasting impression that forms the foundations of the customer’s relationship with the brand.. Putting a focus on extending this encounter beyond the shopping experience helps luxury brands differentiate to engender better customer relationships and deeper brand loyalty.. Spending time to check customer satisfaction with both the product and the experience, communicating brand and new product news in a relevant and personal way and working sensitively and efficiently to solve any queries or issues, are all vital tools brands can deploy post-sale to achieve a full and loyal customer relationship.. Pre-sale, purchase and after-care are the new holy trinity of the (luxury) retail experience, and it’s brands that activate this that are the ones seeing the results.. But above all, ensuring that after purchase the customer experience is commensurate with what the customer has come to expect from the brand will ensure the relationship pays for itself in time to come.. The old adage holds true, and in an age where customers expect so much and have a huge choice of providers to select from, brands need to work increasingly hard to retain their fickle customers.

Historically, luxury customer service was not the same thing as customer service. But these days, most customers want what they want, delivered almost the minute they want it, produced by a company that shares their values, and offered by someone who responds to their mood.

Different service dimensions Historically, customer service for the affluent was another dimension compared to customer service for the rest of us.. But the lines between luxury customer service and customer service are beginning to blur.. In a more recent article in The New York Times about how customer service for the wealthy is creating new types of jobs, Nicolas Sala, omni-channel and client experience director at the luxury French jewelry house Boucheron, said, “My objective is not a sale but the story we are going to create with the customer.” Customer service for the wealthy, he said, is about building relationships, not dominating or controlling customers.. The reality that customer service is improving everywhere means Dyer needs to get even better at customer service for her clients.. The reality that customer service is improving everywhere means Dyer needs to get even better at customer service for her clients.. But these days, good customer service for everyone includes greeting customers by name, creating “custom” recommendation engines, and automatically sending customers to particular agents or communication channels depending on their history.

Luxury businesses that cater to the high-net-worth individual (HNWI) know their clients are smart and do their research when it comes to investing their money. Therefore the successful brand treats them with respect and intelligence. From this, we can assume HNWIs automatically know what they don't

I believe the current state of the luxury market has shifted from luxury names into luxury experience (with luxury service bridging the gap).. The new luxury business owner/service provider/product creator lives in all the worlds that his ideal client lives in.. The new luxury experience advisor speaks, writes, and acts within the complementary fields of his own business, where his clients are living.. The ideal client lives in these overlapping worlds, and is the reason I believe Aaron Daniel Films can request higher-end value from clients.. When I say culture and ascribe it to the ideal clients of Aaron Daniel Films, I mean culture in terms of regality and North American taste with wide global traditions.. Luxury brand authority comes from living the exact world the client lives in.

Utilize our 7 step-to-step Guide to have a Successful Luxury Branding strategy and get more High-End Leads!

Once you understand what exactly it means to build your luxury brand, you can leverage these seven steps to enhance your luxury branding strategy and maximize your long-term marketing and business success.. They make us feel better about ourselves, especially when we feel down on ourselves.. Find Your Unique Niche Understand Current Audience Perceptions Start Shaping Your Narrative Through Storytelling Emphasize Your Product’s Symbolic Value Build On Your Audience’s Sense of Exclusivity Promise Much, Deliver More Amplify Your Message Over Time. Your first step should be finding your unique niche.. The first step is largely internal, based on your own perception of your luxury product or service, the market, and the direct competition.. 92% of consumers want brands to share ads that feel like a story.. Telling your story will most likely include and even be based on visuals, which are crucial to getting the message across.. Brands in your category don’t have that luxury.. Your brand narrative makes a brand promise, which is likely built on exclusivity and self-esteem.. When your audience gets and first uses your product or service, can you deliver on that promise?. We already mentioned influencers above, and they are a crucial opportunity to spread the word about your brand without losing focus.. A luxury branding strategy is a must.

The global luxury brand market is worth more than $1 trillion a year. If you are looking to build a luxury brand, you must be wanting a piece of this pie. So, what are your most coveted luxury brands...

Identify a Niche Segment Brand Positioning with High levels of Differentiation Emphasize the Symbolic Value Create Exclusivity Perceptions Intransigent Delivery on a Superior Brand Promise. You should make sure that there are enough affluent customers in the niche that you are settling for.. You should keep in mind that in the luxury segment of the market, perceptions are vital.. Personalization The luxury car brand, Rolls Royce, has succeeded widely by taking advantage of personalization.. Through personalization, this brand has set itself apart from the other brands in the luxury car market.. Building a luxury brand on Instagram What makes Instagram stand out from the other social media platforms is its visual focus.. Create content and post it consistently: It’s essential that you create content that is loyal to your niche and post it consistently.. As a luxury brand, make sure that you use the relevant hashtags for your content whenever you post any.. As a luxury brand, you can take advantage of your story and heritage to create and reinforce the exclusivity perceptions.. As you embark on building your luxury brand, you should keep in mind that success is a journey.

Which companies have the best customer service? The short answer: supermarkets, restaurants, and car manufacturers. But the long answer is fascinating, and you'll want to stick around for it.

Here's the ACSI list that answers the question: Which companies have the best customer service?. I've included their industry category, score, a commentary from VanAmburg and Morgeson, a testimonial from a real customer they surveyed, and the company's claim to fame.. ACSI commentary : "Employee-owned and long a leader in ACSI, Publix keeps its customers in the southern United States happy.". ACSI commentary : "Good steaks, good service, and free peanuts make Texas Roadhouse a winner for its customers.". Customers say : "They actually care about the customer's needs."

“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” (Jeff Bezos) – CEO Amazon.   89 percent of companies expect to compete mostly on the basis of customer experience in 2016 according to a recent […]

If your customers don’t like the customer experience they have with you, there’s a high probability they won’t buy again and they’re highly likely to share their poor brand experience with everyone they know — online!. The latest reports on customer brand performance are eye-openers and worth reflecting on when you review your own brand or give it a customer performance brand health check.. This perceived brand value has nothing to do with affordability but everything to do with user experience, a unique experience that creates strong brand loyalty and engenders long lasting customer brand champions.. Case Study #1 Amazon – Let the Customer Rule How Amazon created a brand around its customers?. They’ve built their entire customer service brand strategy, and in extension, their brand around this mission.. Unlike many other instances where a customer might hold for an eternity on their phone, waiting for customer service with other brands, with Amazon you connect swiftly.. Employees not only take pride in working here but they also identify with the brand and are active champions of the brand, a fact that reflects in their customer service and in the way customers identify with the brand.. According to the leading industry surveys from KPMG Nunwood and Which?, retail brands like Lush have made significant impact with their customers and consequently increased sales, simply by creating the right environment for their customers consistently.. The heritage retailer has received five stars for its outstanding customer service and courtesy that left customers feeling positively happy, a word that is often not often associated with customer service today.. Building a Brand with Customers at its Heart According to the StellaService report, the brands that measured well are accessible to their customers via multiple channels: phone, email, online live chats, and have outstanding shipping and return policies too.. When we look at all the brands that have made it to the top positions for customer service, we see one thing in common – perceived brand value.. Customers need to be able to count on their favoured brands and the brands in turn have to focus on meeting and exceeding their customers’ expectations, and work their deliverables around those expectations.. Key Learnings to Consider: • A brand is built through its service – both sales and customer service. Survey,, ‘Best and worst brands for customer service: 100 big brands rated for customer service’, May 2015

My wife and I were shopping together in our local Trader Joe’s this past weekend. I’m always amazed at the sparseness of their stores.  Small footprint store, just a few shopping aisles, very few name brands, and yet, they seem to have just about everything we need.  Furthermore, we always seem to walk out with…

Because on this shopping day, I was reminded of a brand story about Trader Joe’s.. The responsible kids called several local grocery stores in the area to see if someone would be willing to bring food to their father.. From attracting customers to keeping them coming back, success is all about telling a simple, clear brand story and aligning your resources to assure that your customer experiences your brand story in a remarkable way.. Though this isn’t true for most companies, if you don’t have a personalized touch to the way you engage with your customers you’re sending the wrong message.. The best brands view customer service as an opportunity to dynamically learn from the market and they put marketing systems in places to reinforce their brand story at every touchpoint with their customers.

Strategy five step framework for luxury brand management, business insights and best global practices for CEOs and brand managers to create strong global luxury brands

As competition increases and the trend from commoditization continues, companies are more keen than ever to create strong brands, especially luxury brands that can increase their revenue base, enhance their overall brand equity and strengthen the base of their loyal customers.. On the other hand, Bang & Olufsen, the iconic Danish luxury brand in design and electronics, is globally acknowledged as a leading luxury brand in its industry as the bases of its differentiation highlight primarily the symbolic value and appeal to customers’ psychological need to associate themselves with brands that are high on the social hierarchy.. If one were to study the similarities between luxury brands in the market today, it is very apparent that all luxury brands have a story to tell, from its founder’s story of founding the brand, to its sustainable efforts in connecting with society.. As such, CEOs and brand managers striving to build luxury brands should carefully devise their strategies and resulting tactical actions to create a sense of exclusivity for their brands.. In such situations, it becomes even more important for luxury brands to solely focus on highlighting the symbolic value through brand experiences than being inconsistent to its brand promise of high value.. However, with a clear plan to identify a niche customer segment and emphasize the brand’s symbolic value, there is huge potential for brand managers in Asia to differentiate and position new, iconic luxury brands in the market.

By: Abhay Gupta, Luxury Expert, Author, Speaker, Professor of Luxury Management

By: Abhay Gupta, Luxury Expert, Author, Speaker, Professor of Luxury Management. This combined with the growing luxury market size in various markets has created a need for skilled luxury professionals who understand the intricacies involved in the luxury industry.. One of the key aspects of working in the luxury industry is a clear understanding of the difference between luxuries vs. designer vs. super-premium vs. premium.. Breaking into the industry and working for the luxury industry needs a certain attitude with the blend of appropriate academic excellence and professional experience.. Some reputed posts for which brands are always on a lookout include Luxury Brand Manager, Luxury Goods Product Manager, Fashion Retail Buyer, Fashion and Product PR Specialist, and many more depending on your capability, skills and interests.. Good Verbal and Nonverbal Communication: A typical luxury manager should have good command over not only verbal but also non-verbal communication.. A luxury school that can help you get a chance to work in such events with prominent brands is a win-win: You will get the practical exposure of working in a brand, and it would also be helpful for networking.. Normal School Vs Luxury School: Pursuing a course specifically from a business school which focuses only on luxury as a stream should be the preferred choice over other business schools which offer luxury courses along with other streams.. Deep rooted associations with various International organizations: Pursuing a career from a luxury business school is a great first start that can definitely help with the lucrative career of working with some of the most known luxury brands in the world.. Real time exposure to industry events and site visits: Does the school of your choice arrange for you to visit industry events like fashion shows, launch events, luxury conferences?. With the large demand for trained professionals in the industry, students and professionals can drastically increase career possibilities by pursuing specialized courses such as a Post Graduate Diploma in Luxury Brand Management which specifically caters to this need.. Abhay Gupta is the founder, promoter and CEO of Luxury Connect (a boutique consulting organization) and Luxury Connect Business School (LCBS).. Having being featured in Forbes Luxury Trend Report 2012 as one of the industry leaders, he has also been widely recognized as a luxury expert by many media organizations.

Luxury brands sometimes experience difficulty with digital marketing strategy. A digital agency can be the solution to effectively showcase your products.

Well, here are a few ways you can use digital marketing for your luxury brand without risking your brand image .. A great way to keep the focus on visuals involves using social networks like Pinterest and Instagram.. While it is always important for your customers to understand exactly what your products do, they also want to know about who they buy products from.. You can also include a short story within your product pages explaining how you came up with the product and why.. But, how do you choose an agency to carefully craft a marketing plan that helps further establish your business as a luxury brand instead of harm it?. Due to the unique nature associated with marketing a luxury brand, you want to hire an agency that understands all of your specific needs.. By hiring an agency with luxury brand experience, you can also find out how effective they were in marketing their previous clients.. Whether you choose to hire a digital marketing agency or do it yourself for your luxury brand, always take the time to plan out your marketing strategy so you enforce your established brand image without harming it.

45% of all luxury sales are influenced by digital marketing. See how luxury brands like Chanel, Dom Perignon, Aston Martin, Harrods are adapting highly effective strategies to drive more sales through online channels.

As such, visual social networks like Pinterest represent a huge opportunity for luxury brands to raise brand awareness and advocacy.. A luxury brand that I came across who do an exceptional job of marketing themselves on Pinterest is 77 Diamonds in London.. Generally speaking, luxury brand websites are very stylish, but perform poorly when it comes to user experience and functionality.. The way we challenge the status quo is by making our products beautifully designed, simple to use and user friendly (How Apple achieve their why).. Communicating the story behind your products, and explaining the values that define a luxury brand, is fundamental to effective luxury marketing.. Facebook Ads are one of the most effective forms of online advertising, thanks to the high level of segmentation and targeting that you can do.. Unsurprisingly, most of those websites also have extremely bad SEO, making it difficult for their websites to rank well in Google for search terms that would otherwise capture potential customers.. When I search for Prada handbags, not only do I not receive a link to Prada’s handbag page (due to their poor keyword targeting, slow site, and poor on-site structure), but the results also look messy and untargeted.. One of the most effective ways we’ve found to generate traffic and engagement for Qosy is create highly visual and aspirational content, such as our guide to kitchen islands.. By focusing on long-form visual content, we’ve generated 10,000’s of social shares, and a huge amount of SEO traffic.. Our latest venture, TrueNorth , is the only marketing strategy platform for projecting, planning and tracking your marketing under one roof.. Because one of the primary motivations for buying luxury goods is to display status, brands can take advantage of this by creating and publishing content that, when others share, will make them look stylish, smart, or cool to their friends.. Email marketing is extremely effective for e-commerce marketing and increasing customer loyalty, as it provides the opportunity to educate consumers and tell them about new experiences or products offered by the brand.. One luxury brand who are leading the way in combining the in-store and online experience is Burberry .. It seems that every few months Burberry are running a new online brand-awareness campaign, driving luxury shoppers into their stores.


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