Christophe Cais

Why Customer Experience Measurement is Biased and How to Fix It

My car recently came due for servicing, which ultimately delivered a rather interesting experience. I took the vehicle to the service center on the...

Luxury brands and advertising budgets: a redirect needs to happen

No one can accuse luxury brands of cutting corners where advertising spend is concerned. On average, they divert 8% of their turnover into funding...

Why luxury retail KPIs and incentive schemes need a makeover

In luxury retail these days (or any retail, for that matter), it all seems to be about the internet and Millennials, doesn’t it? Retailers...

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