What e-commerce retailers are learning from luxury in-store experiences
By Wunderkind
Luxury brands are renowned for their ability to forge strong emotional connections with customers. This is especially true of in-store experiences, where sales associates understand the art of providing individualized and personalized service. They greet customers by name, anticipate their needs and provide tailored recommendations. This level of client-centric service builds trust, loyalty and a sense of belonging.
Since brand reputation is everything in luxury, every facet of their marketing strategy must be pristine — including their owned digital channels. It’s crucial that the level of customer care and attention they provide in-store extends to their online presence.
Big-box retailers and mid-size e-commerce brands are following suit. According to Wunderkind’s 2023 consumer spending report, the most poignant driver of brand perception is the all-important brand website (46%), followed by brand-owned channels (27%), meaning marketers are strategically optimizing these channels to deliver a fruitful customer experience.
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Source:: Digiday
