The luxury fashion industry is a niche segment, aimed at providing top notch fashion items to an exclusive clientele. Needless to say, this section of the study explores how customer expectations and needs are met in the luxury segment of the global fashion industry.
When a shopper comes to a prestigious outlet, they’re looking for a very particular experience. Many customers shop exclusively at these luxury brands and build their entire fashion existence based on specific brands. Their expectations tend to be different – higher! – than mainstream or even mid-luxury shoppers.
In this sense, it may be surprising that only 38% of salespeople at luxury outlets highlight brand benefits, for example. It’s probably safe to assume that when a luxury shopper comes to a store they are expecting the best quality and service.
Shoppers cite several reasons why they purchase luxury brands, the opinion polls show that the top three of these reasons are:
Tell them what they want to know…
The Product Feature Customers Wanted to Know vs. The Product Features Staff Highlighted
What Customers Expect Luxury Staff to Know vs. What Luxury Staff Focusses On
Let them try it…
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