The challenge of the Luxury Client Experience
All Luxury stakeholders now consider that performance is based as much on the quality of the experience as on product desirability.
But what is a well-managed Client Experience?
The study ‘Processing emotions: the challenge of the Luxury Client Experience’ analyses the strategic priorities to address, and highlights:
/ The 4 conditions for managing emotion in the Client Experience
/ How to get ahead in the omnichannel transformation, essential to the client
/ How to develop an Experiential Signature, a necessary tool for operational teams
/ How to organize the constant renewal of the Client Experience
/ How to produce a new measure of the quality of a Client Experience, to better manage the business when traditional tools show their limits
More than ever, Client Experience remains at the heart of the Maisons’ business model.
To all Luxury talents: nurture your passion for Client Experience!
For further discussions, please contact the authors of the study:
/ Delphine Vitry – MAD Founding Partner
/ Jean Révis – MAD Founding Partner
/ Véronique Le Bansais – MAD Strategy Partner & Managing Director
/ Thomas Mesmin – MAD Strategy Partner
/ David Bourguignon – Head of MAD Insight