Monday, 18 January 2010
Customer service is always key for luxury brands. And it seems that in Canada, many brands are going to great lengths to court their customers…
An article in Canada’s The Globe And Mail, entitled Luxury Retailers Find New Ways To Woo The Well-Heeled, revealed that Hermes and Tiffany & Co. are fostering loyalty by presenting their customers with exclusive services. For example, a Hermes store in Toronto hired an engraver to personalise fragrance bottles with a customer’s initials, flowers or hearts. And Tiffany & Co. is said to be sending snail-mail notes, personalised e-mails and Facebook messages to customers.
Holt Renfrew, Canada's premier upscale retailer, also encourages repeat business with its “random acts of kindness” program, by sending flowers or theatre tickets to its top customers.
We like how Canadian luxury brands do business. We’ve always said it is essential for luxury brands to consistently convey the sincere message to their customers that ‘they are important’ and then do everything in their power to prove this fact. Click here to read more of our thoughts on this subject.
Who's behind the MO DOWN
Melinda O’Rourke is the founder and Director of MO Luxury, a dynamic, Sydney-based management firm specialising in luxury brands and services. Melinda and her associates at MO work with local and international brands across prestige retail, fashion, fine jewellery, timepieces and specialised services. Melinda is well-connected, well-read, and well-versed in the demands of the luxury market and its client base. Her advice is firmly based in objectivity and ultimately, accountability. Melinda offers constructive counsel and both strategic and creative thinking and is able to draw upon a strong network of specialised talent to compliment the MO Luxury team as needed. Melinda enjoys excellent industry relationships and is regularly quoted in the business and fashion media. Read more about MO Luxury, www.moluxury.com.au