Luxury Retailers on Service With Style

Retailers who don’t sell jewelry know plenty about high-end sales strategies, personalized customer service, and, above all, making the experience memorable The definition of luxury is rapidly changing—not only in the jewelry and watch trade, but also across a variety of product categories and industries. JCK spoke to representatives from noncompeting luxury retailers—car companies, private jet purveyors, magazine publishers, and piano ­makers—in an effort to gain insight into the marketing, sales, and customer service strategies that appeal to the high-end customer.Anecdotal evidence from varying luxury businesses is strikingly similar: Post-recession, the well-heeled consumer is placing superior craftsmanship, quality materials, and—especially—customer service ahead of products that are seen as status-enhancing.According to a December 2012 survey by the New York City–bas

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