How is Today’s Luxury Customer Changing?
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In today’s digital era, the self-informed client has become self-directed.
As a result, sales advisors now rank #3 in influencer status after #1 friends and #2 social media.
Close the relationship gap between clients and sales advisors or risk becoming irrelevant and lose revenue.
What Distinguishes Our Relationship FIRST
- Focus on Behavior
Predict success, don’t leave it to chance.
We identify the proven behaviors that drive today’s success. Our behavioral-based training programs offer measurable, actionable, coachable and scalable results for luxury brands. Our behavioral approach ensures employee accountability.
Breakthroughs in the realm of neuroscience give us ever-expanding insight into what makes client relationships tick. One thing is clear, we can no longer rely on old strategies if we are to be successful in this new frontier. Our programs incorporate the latest findings to ensure the most up-to-date interpersonal skills.
- Emotional Intelligence
The skills to inspire emotional connections and relationships are the key to success in today’s luxury retail. From the teams we lead, to the clients we serve, the quality of our connections is the new currency. Our programs address both self-awareness and social awareness to ensure authentic relationships.
Sales teams transform on two levels:
Sales associates: We educate and train associates to deploy new strategies to connect and sell today’s high-net-worth client.
Managers: We train your managers in new skills that inspire today’s sales associates to be accountable and self-motivated.
|OLD CLIENT RELATIONSHIP||NEW CLIENT RELATIONSHIP|
|Self-focused associates||Client focused associates|
|Associate educates the client||Associate facilitates the client experience|
|Transactional culture||Clienteling culture|
|Product focused||Relationship focused|
Learning and Development Programs
All Bespoke Programs Available In-Person or Virtually
- Managing Today’s Evolving Workforce
- Prepare High Potentials for Their Next Position
- Hiring the Best
Additional Bespoke Solutions
Shanker Inc. Consulting: An added Value
Our international insight into today’s luxury retail sector allows us to provide unique solutions to:
- Client journey and experience
- Business development opportunities
- Change management
Our Programs Generate Results
Gross Margin Increase
Our clients say it best…
The current gap between the way sales professionals treat customers and how customers actually prefer to be treated led The New York Times to acknowledge Martin’s unique insights on this topic and credits him as a “behaviorist”.
The New York Times
“Working with Martin Shanker has been a great opportunity to strengthen the high jewelry expertise throughout our organization, from management to the retail team. His very personalized approach has helped us to develop the individual talents of our High Jewelry Sellers and to significantly improve our overall commercial performance, both in boutiques and during high jewelry events.”
Emilie de Tramasure
General Manager Watches & Fine Jewelry, CHANEL USA
“I have been working with Martin Shanker of Shanker Inc. for nearly 10 years and have found his work exemplary. Martin quickly and effectively is able to identify the challenges and the needs of the business. His customized sales and management programs when applied consistently have effectively improved and enhanced the skill sets of both sales associates and managers. The results of his programs are immediately measurable and quantifiable with positive testimonials from every team member he coaches. Over the years, Martin’s programs have been instrumental in my success, and I personally continue to utilize the skills that Martin has taught me on a daily basis.”
Senior Vice President, Van Cleef & Arpels
Martin Shanker is an expert on the nuances of sales and service.
Philip Delves Broughton
The Art of the Sale: Learning from the Masters About the Business of Life
Martin Shanker of Shanker, Inc was one of those trusted partners and exceptional resources for us at Burberry, Americas for 8 years as Burberry skyrocketed into a global luxury brand. Martin took the time to understand our brand values and company culture to develop a bespoke selling program and manager training to create a unique customer experience. Martin is passionate about all things luxury. He has been a scholar throughout the years of how the luxury customer has evolved due to his curiosity, listening skills, global travel and exceptional clients. He continues to be my go-to source to understand the behaviors of the luxury connected consumer and how we, as brands, can best serve them. “His expertise in translating the needs of the luxury customer into actionable skills and behaviors for individuals who serve those clients is unparalleled.”
Board Director, Former President, Burberry Americas
“Martin Shanker is the pre-eminent expert in advising senior luxury industry executives on addressing patterns in evolving affluent consumer behavior. His insights and analysis shape luxury brands’ strategy for sales and training as well as understanding client needs and wants. I’ve found Martin to be an excellent source for expert commentary and an accomplished speaker on luxury marketing and retail topics. I call him the ‘luxury whisperer,’ a title he earns daily from the countless senior luxury executives who work with him to better their goals and business.”
Mickey Alam Khan
Founder editor in chief and publisher, Luxury Daily and American Marketer
Adapting to the evolving luxury client is key and Martin Shanker of Shanker Inc. has been instrumental in helping navigate these changes at both Van Cleef & Arpels and Piaget. Having worked with Martin for more than 10 years — his training and coaching have helped our teams drive sales and profit. He is always inspirational, flexible, accessible and an expert in luxury.
President, Americas Piaget (Richemont)
“At Yves Saint Laurent I placed a big emphasis on client care. What Martin helped me achieve were dramatic results in all our stores! In outer markets we saw a 45% increase lasting for four months and subsequently resulting in a sustained 20% increase.”
President Lora Piana and former VP Saint Laurent
The Shanker Inc. “Relationship FIRST Selling” is the true secret to convert sales and increase client retention. Martin gets to the essence of how an associate is able to connect and provide the client with an exceptional experience. He teaches and coaches precision selling skills and techniques. Martin offers an invaluable fresh nonbiased perspective.
Retail Director, Bally
Martin’s experience and expertise in the luxury retail sector is unmatched. He lives and breathes what he teaches every day. Having worked 15+ years or luxury brands such as Cartier, Chopard, Montblanc, and Tiffany & Co., I’ve partnered with many top-notch consultants and trainers. Having worked with Martin at LVMH, I can say, he is the real deal. Years later many associates still comment on the transformation they experienced in their lives. I highly recommend Shanker Inc. to anyone who is serious about elevating their performance.
Former Director, Learning and Development Starboard Cruise Services
Martin has an intuitive understanding of luxury retail and how to develop the business through people. The Manager as Mentor and Coach program has provided real behavioral changes enabling our store managers in China and Hong Kong deliver significant results through their teams. Martin’s training is very focused, well planned and interactive. His ability to engage participants in and out of classroom (in the store) is commendable. The way he runs ‘real’ play is impactful with sharp feedback and insightful sharing.”
Past Chief People Officer, Lane Crawford, Hong Hong/China
Not only has Shanker Inc. given our sales professionals the skills to increase sales, the manager training has also been a strategic part of our success—building employee accountability to further drive sales.
“We’ve tried many approaches to improve our customer service. By working with Shanker Inc., we finally are able to see real behavioral change in our sales professionals, which directly led to exceeding our sales projections. We have found their training programs to be very effective in producing quick results.”
I have attended multiple Shanker Inc. training programs in the last 5 years, and they have been instrumental to my growth and success as a store manager in the luxury retail industry. Martin Shanker is a highly effective coach who can achieve remarkable and immediate results in driving sales and improving employee behaviors. Martin understands the complex world of luxury retail and is able to pinpoint specific behaviors in the workplace that increase employee self-awareness, resulting in permanent behavioral changes that result in double digit increase in sales. Our client recruitment and client retention rate saw an immediate 5% increase just one month after our associates have attended Martin’s training sessions. I am so grateful for Shanker Inc’s trainings and for Martin’s insights. The knowledge and skills I’ve learned from Martin Shanker has helped me become a more impactful leader and mentor to my team.
Store Manager, Fendi, previously Store Manager, Tod’s.
Shanker Inc. brings the highest international standards to sales teams and leadership
Our capabilities to deliver programs across
29 countries and in 11 languages through SyNet
THINK @ Shanker Inc.
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