Canadian Luxury Brands Win Points For Customer Service – 18/1/10

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.