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MAY 2007

Luxury Goods Without the Luxury Service†

Are Upscale Retailers Losing Sight of What Draws Their Loyal Customers?

Wall Street Journal, May 3, 2007 — Think of the best experience you've had as a consumer lately. Was it with a luxury company? Chances are, it wasn't. Vivian Deuschl, a 63-year-old Annandale, Va., hotel executive, wears Chanel ballet flats and carries a Prada bag, buys Burberry slippers for her daughter, and gives all manner of luxury items to her 16-month-old grandson. Her mailbox is chock-full of these companies' catalogs, yet she doesn't feel that they really care about her.

Categories: Innovation, Brand Strategy
Tags: Customer Targeting, Luxury

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