Latest Articles


Cities of luxury: Dubai – Luxury Memo special report
June 13, 2019

As the business hub of the Middle East and one of the world’s wealthiest cities, Dubai has attracted its fair share of affluents and luxury brands.

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Customer Experience (CX) Programs: Past, Present And Future
Apr 30, 2019

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..

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Customer Experience Metrics Must Be Adaptable
January 22, 2019

As more luxury brands are getting up to speed with ecommerce, companies also need to adapt how they value and measure customer experience....

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Stirring dragon: the rise of Chinese luxury brands
Feb 12, 2019

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..

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The Selling Ceremony Has Gone Obsolete. What Now?
Jan 11, 2019

Let me start with a story -- one that tells of changing times and practices failing to keep up. A few months back, I was in the store of a well-known luxury brand, looking for a tie...

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Seven Trends Luxury Retailers Should Get On Board With
Dec 10, 2018

When luxury retail experts gather to discuss the latest industry developments, the conversation typically drifts in the direction of technology certainly deserves a prominent...

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October 25, 2018

Customer retention and satisfaction are crucial for every company's success. If you want to increase sales, you’ll have to prioritize your relationships with consumers.

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Why CX Measurement is Biased and How to Fix It
May 18, 2018

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...

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Luxury brands need to pivot from push to pull in advertising
May 14, 2018

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

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