The Customer Experience Blog - Where Academic Insight Meets Managerial Practice. Read the latest insight on customer experience research and how it influences the way organizations do business today.
Monday, December 15, 2014
How To Create The Most Profitable Luxury Customer Experience
My latest book chapter exploring the keys of how to execute the best LUXURY Customer Experience programs is now available at http://www.marketinghorloger.ch/. "After sales services: new demands"
Key take aways from my LUXURY CX Research:
My study is the first to a) conceptualize and validate the CX continuum
in the luxury sector, b) validate and quantify the crucial impact of
after-sales services on luxury customers’ behavior, and c) exploring and
validating the impact of corresponding actions on the profitability of
luxury goods companies.
For those of you in the luxury goods and service sector, feel free contact me directly for an executive summary of the findings.
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