Client
Leading luxury brand
The challenge
The brand wanted to move from responding to problems toward a more proactive client service approach. It needed to understand customer expectations and how competing brands were meeting them.
How we approached it
We compared established and newer luxury retailers across product categories. Luxury consumers tested online, phone, and after-sales support, examining both usability and the quality of personal service.
We combined those findings with research on technology investments, employee experience, and industry trends.
What the research informed
We developed an executive business case and service roadmap to guide decisions about customer care, employee support, and technology.