Christophe Cais

Customer Experience (CX) Programs: Past, Present And Future

I recently took my car in for servicing and got it back the same day. But after less than an hour, the problem reappeared. I took the car back, and after some delay, the issue was resolved. While I was collecting the vehicle the...

Stirring Dragon: The Rise Of Chinese Luxury Brands

Source: ShutterStock In 2013, the Chinese government sought to diffuse social tension by imposing a ban on TV and radio ads for luxury goods. This was meant to address the country’s widening gap between the rich and poor, although Beijing also claimed to be concerned...

Seven Trends Luxury Retailers Should Get On Board With

When luxury retail experts gather to discuss the latest industry developments, the conversation typically drifts in the direction of technology. This being the age of multichannel, technology certainly deserves a prominent place in the retail narrative, but too often the focus seems to be...

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 designated day, but several things went wrong, and I didn’t get it back as planned. Needless to say, I was...

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 advertising initiatives. In the US for example, luxury brands invested more than $5 billion in advertising last year, accounting for...

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 would tell you that digital technologies have disrupted the business, then go on to add that Millennials are proving a...

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