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Customer experience (CX) trends in the fashion and luxury industries
The luxury & fashion customer experience
requires a dedicated expertise
Like you, we believe in a personalized approach that puts the human experience at the heart of every action. Our dedicated team, specialized in the luxury and fashion sectors, is constantly monitoring these changes, as well as the renewal of customer paths and expectations. Our luxury expertise, combined with our philosophy, ensures that you benefit from personalized attention and customized advice aligned with the uniqueness of your market to meet your CX requirements.
Our detailed understanding of the specificities of the luxury and fashion customer experience is based on our local roots combined with an international presence. In France as well as abroad, a luxury brand must offer a harmonious customer experience, in line with the brand’s standards, but also with the local socio-cultural particularities. Aware of the specificities of the market, PRESENCE supports you throughout the world to measure your customer satisfaction and to deploy your luxury mystery shopping studies in order to understand and exceed the expectations of your local and tourist clientele.
Case study: a major player in
the luxury industry
A luxury brand in the midst of a transformation entrusted us with the redesign of its Mystery Shopping program. The existing approach was outdated and focused on the mainly transactional elements of the customer experience.
From the beginning of our collaboration, we established a climate of sharing, allowing our client’s teams to freely entrust us with their vision of the customer experience. We also immersed ourselves in both the brand’s DNA and the content of the newly introduced training courses.
Thus we proposed a mystery shopping program more focused on the experiential and emotional, and as we worked in co-construction, its implementation was done smoothly, winning the support of the operational teams.
The results were as good as it was meant to be. From the second measurement, we noted a nice progression of items related to loyalty and cross-selling, which was corroborated by our client’s sales KPIs.