In our Relationship FIRST® management programs, we work with store managers from around the world. While the position has always been challenging, we have recently found a need for a shift in perspective to meet the complexities of today’s business environment. The...
For the first time in history, there are five generations of luxury customers and four generations of sales advisors. Age diversity to this extent has never been as prevalent, and it is creating not only a generational gap, but also a relationship gap. If success in...
As luxury brands get bigger, they risk becoming impersonal, today’s luxury customers want and need humanization and personalization more than ever. The following is a summary of the themes I discussed with Mickie Alam Kahn and my fellow panelists at Luxury Daily’s...
Customers are changing faster than retailers are adapting. More than ever, brands are competing for the same client. One thing is crystal clear: establish a genuine connection with clients or risk becoming irrelevant. 1. Technology does not make relationships – people...
If Clienteling is critically important to the success of a luxury brand and to the success of the sales professional—then why have sales professionals been reluctant to ask all clients for their contact information? Are your sales professionals not asking 100% of the...
Luxury retailers that not only prepare for the safety of the workplace, but also prepare and upskill the workforce, will emerge with a team of high producers. Let us state it plainly: The luxury retailers that want to get it right post-COVID-19 crisis will have...
