In this episode, we dive into the ever-evolving world of luxury retail with Christophe Caïs, CEO of CXG, a leading consulting firm specializing in customer experience.
Signature Experience
- Luxury purchases are more emotionally driven than other purchases.
- Emotional intention is key to creating memorable experiences that leave lasting impressions.
- Employee satisfaction results from effective training, coaching, and a supportive ecosystem.
NPS (Net Promoter Score)
- NPS is a useful but over-relied-upon metric; it doesn’t solve CX issues alone.
- Brands must actively follow up with customers to address concerns.
- A variety of indicators, beyond NPS, are needed for meaningful CX improvement.
Sustainability
- Historically, luxury consumers assumed ethical sourcing and ignored sustainability concerns.
- A new generation of consumers demands perfection in sustainability.
- Brands must fully commit to sustainability, as consumers now expect accountability and progress.
AI
- AI is widely used in supply chains and marketing for hyper-personalization.
- Integration into CX is slow but has the potential to create tailored training programs.
- AI should simplify retail staff tasks and reduce complexity to improve efficiency and bandwidth.
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