How Is Luxury Customer Service Evolving? | Transforming Luxury

In recent decades, the race to attract and retain customers saw dizzying amounts of money spent on clienteling — the industry term for building a 1 on 1 relationship with customers. Today, for major players of scale with the resources to invest in it, successfully digitising personalised in store service, which generates much high conversion rates through recommendations and experience, is being looked to as a key driver of future competitive advantage. Indeed, the luxury service revolution is now rooted in creating a single customer view, enabling businesses to guide an individual consumer to the products and services it offers that match their specific needs. An opportunity that stems from significant shifts in generational attitudes towards data sharing and its use. Follow the series to ensure you never miss an episode and discover actionable insights into the opportunities and challenges a redefined industry will bring and how luxury’s transformation will impact your business. Sign up for BoF’s Daily Digest newsletter. For comments, questions, or speaker ideas, please e-mail: [email protected]. For all sponsorship enquiries, it’s: [email protected]. Hosted on Acast. See acast.com/privacy for more information.

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