Maintain Brand Status While Delivering 1:1 Customer Experiences At Scale
Customer Experience Strategies For Luxury Brands That Make Truly Seamless 1:1 Personal Interactions Possible
Translating intimate, exclusive shopping experiences into online transactions initially proved tricky for brands reluctant to appear too accessible or mass-produced to their customers.
With more than half of all purchases now influenced by the Internet, luxury sellers can no longer rely exclusively on stores to pique interest in their offerings.
Sellers must take advantage of these trends to deliver bespoke, elite customer experiences across touchpoints at scale alongside maintaining an aura of exclusivity while catering to the social media masses that represent the next generation of luxury buyers. To achieve this goal, merchants must recreate concierge selling for a new era by putting the customer experience squarely at the center of every interaction, throughout the customer lifecycle.
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In This CX Guide You Will Learn:
How to capture the imagination with cutting-edge brand experiences
Brands that stay focused on delivering unique, wholly individualized customer experiences can differentiate themselves, engage shoppers, and encourage them to move from window shopping to serious consideration and eventual sales.
How to Present Curated, Custom Assortments and Content
Once shoppers have been enticed to enter into a dialogue, brands must live up to the promise of intimate exclusivity by delivering highly relevant recommendations for products that are one-of-a-kind.
How to proactively serve customers from the “buy” button onwards
By staying in touch with buyers throughout the fulfillment process, especially for bespoke buyers whose items may require long production times, and offering new opportunities for re-engagement, brands can demonstrate lasting relevance.
How premier 1:1 service is the cornerstone to luxury growth
By delivering white-glove services at every stage of the customer lifecycle with blended online/offline and human/AI-driven experiences, brands can build lasting connections that not only spur sales, but drive lifetime loyalty.