PLX Academy · News · 30 March 2022
Luxury Shoppers
Staff in luxury stores must work to make consumers’ shopping experience a seamless journey. Successful customer service representatives should show empathy and make the customer feel comfortable while choosing their beloved, luxury item.
А branded product alone is not enough to guarantee business success at present time when e-commerce is the fastest-growing retail market. Today’s luxury shoppers are looking for service excellence over the impact of the physical environment in the store.
Staff in luxury stores must work to make consumers’ shopping experience a seamless journey. As luxury shopping is highly emotional, personal, and sensitive, it is important that staff members be socially intelligent, highly knowledgeable, and emotionally and technically competent. Every time when consumers interact with luxury brands, it is important for store staff to make them feel delighted. This will create customers for life and maximize customer lifetime value for luxury brands.
Global leaders such as Apple and Amazon have raised the bar of consumer purchase experience by providing excellent customer service, convenience, vast variety, on-time deliveries, free returns and much more. The luxury industry is no exception to this phenomenon and increasing consumer expectations from luxury brands makes it imperative for them to understand consumer psychology to thrive in the dynamic luxury retail environment.
Crown & Caliber – a company that consigns watches from brands like Rolex, Breitling and Cartier – believes the luxury market is all about honesty and comfort.
“When dealing with expensive items, it is important to portray trust and professionalism,” said CEO Hamilton Powell (Business News Daily). “Excellent customer service is the best way to put a customer at ease. Successful customer service representatives will portray empathy and will make the owner feel comfortable placing their beloved [luxury item] in safe hands.”