THE GLOBAL LUXURY LANDSCAPE AND THE LUXURY CUSTOMER HAS EVOLVED DRAMATICALLY…
Luxury brands are required, more than ever, to heighten their service culture and loyalty mind-set. The State Of Luxury Goods Around The World ~Bain & Co.
Day 2: HRRHCongres Vinciane Verbiest (Mastercard) - Consumer Driven HR@Master...HRmagazine
MasterCard maakt werk van Consumer-driven HR. U krijgt een antwoord op belangrijke vragen: wat was de reden voor dit project? Hoever staat Mastercard met de implementatie? Hoe bewerkstelligt het project de aansluiting met de business?
We are now open for application to our Sony Student Placement Year (SPY) programme here in Sony UK. Take a look at our LinkedIn page and our Slideshare for more details and apply today - deadline for applications is November 12th 2017.
https://sonycareers.taleo.net/careersection/401/jobsearch.ftl?lang=en
Insights Success come up with this special edition of "Most Promising Exhibition and Event Management Companies". This issue has featured a handful of companies offering a diverse and engaging mix of commitment and distinctiveness. It will help you to walk through a list of experts embracing a multi-disciplinary approach and covering a range of relevant issues in its sector.
On the Cover of the issue is Jaipur Jewellery Show (JJS), also popularly known as the December Show was in its 16th edition, this December. Since the first show in 2003 which showcased 100 booths, it now stands tall to be the largest B2C Jewellery show in India with around 800+ booths that houses 500 exhibitors from all over the country and abroad.
THE GLOBAL LUXURY LANDSCAPE AND THE LUXURY CUSTOMER HAS EVOLVED DRAMATICALLY…
Luxury brands are required, more than ever, to heighten their service culture and loyalty mind-set. The State Of Luxury Goods Around The World ~Bain & Co.
Day 2: HRRHCongres Vinciane Verbiest (Mastercard) - Consumer Driven HR@Master...HRmagazine
MasterCard maakt werk van Consumer-driven HR. U krijgt een antwoord op belangrijke vragen: wat was de reden voor dit project? Hoever staat Mastercard met de implementatie? Hoe bewerkstelligt het project de aansluiting met de business?
We are now open for application to our Sony Student Placement Year (SPY) programme here in Sony UK. Take a look at our LinkedIn page and our Slideshare for more details and apply today - deadline for applications is November 12th 2017.
https://sonycareers.taleo.net/careersection/401/jobsearch.ftl?lang=en
Insights Success come up with this special edition of "Most Promising Exhibition and Event Management Companies". This issue has featured a handful of companies offering a diverse and engaging mix of commitment and distinctiveness. It will help you to walk through a list of experts embracing a multi-disciplinary approach and covering a range of relevant issues in its sector.
On the Cover of the issue is Jaipur Jewellery Show (JJS), also popularly known as the December Show was in its 16th edition, this December. Since the first show in 2003 which showcased 100 booths, it now stands tall to be the largest B2C Jewellery show in India with around 800+ booths that houses 500 exhibitors from all over the country and abroad.
Marketing Booster - April 03, Luxury EditionPaul Writer
For the marketers, by the marketers. The current issue explores the theme of Luxury marketing through various lenses - profiles of CMOs, case studies, interviews, academic research. It's a thoughtful blend of international and Indian content, curated personally by Jessie Paul, author, consultant and CMO specialist.
Global luxury brand management is a program that presents a center stage for the international knowledge about the world of luxury. This course is developed in close collaboration with companies in the luxury sector. These are usually adjusted and reassessed in order to align with the current and future economic issues.
In this newly globalizing world, we tend to minimize the effect that culture has on business efficiency and productivity; we think, quite rationally, that working globally is more a question of adaptability. Indeed, why should I have more problems working with someone from another culture? Reality shows us however that messages and expectations are not always perceived as expected. Why is that? And what can we do about it?
the better CMO embodies the betterness principles:
1) Delivering meaningful value to customers and the extended enterprise;
2) Designing tomorrow vision and incorporating it in today practices to produce well being that can last over time;
3) Acting as a designer, teacher and steward to help the human community to shape its future.
Consistently with these principles, he has formalized 9 imperatives for the marketing department.
Tourism and travel marketing masterclass with Michael Leander: Athens, GreeceMichael Leander
Part 1 from The Tourism & Travel, Destination Marketing Masterclass organized by the Institute of Communication and presented by Michael Leander in Athens, Greece on 23 October 2013.
65 top managers and marketers from the tourism and travel industry in Greece attended. The marketing masterclass was kindly supported by SETE, Marketing Greece and H Hotels (the association of hotels in Greece).
The audience contributed with highly valuable and relevant input on how the tourism & travel industry in Greece can grow in the coming years.
Greece saw more than 15 million visitors in 2012 and expect to grow that number significantly over the coming years.
Michael Leander said: nothing is better than spending a day with a group of highly professional people whom really want to get inspiration on how they can improve their own business whilst contributing to the improvement of tourism in Greece. I
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Similar to The Luxury World Today with Luxury Intelligence [Edition 2]
Marketing Booster - April 03, Luxury EditionPaul Writer
For the marketers, by the marketers. The current issue explores the theme of Luxury marketing through various lenses - profiles of CMOs, case studies, interviews, academic research. It's a thoughtful blend of international and Indian content, curated personally by Jessie Paul, author, consultant and CMO specialist.
Global luxury brand management is a program that presents a center stage for the international knowledge about the world of luxury. This course is developed in close collaboration with companies in the luxury sector. These are usually adjusted and reassessed in order to align with the current and future economic issues.
In this newly globalizing world, we tend to minimize the effect that culture has on business efficiency and productivity; we think, quite rationally, that working globally is more a question of adaptability. Indeed, why should I have more problems working with someone from another culture? Reality shows us however that messages and expectations are not always perceived as expected. Why is that? And what can we do about it?
the better CMO embodies the betterness principles:
1) Delivering meaningful value to customers and the extended enterprise;
2) Designing tomorrow vision and incorporating it in today practices to produce well being that can last over time;
3) Acting as a designer, teacher and steward to help the human community to shape its future.
Consistently with these principles, he has formalized 9 imperatives for the marketing department.
Tourism and travel marketing masterclass with Michael Leander: Athens, GreeceMichael Leander
Part 1 from The Tourism & Travel, Destination Marketing Masterclass organized by the Institute of Communication and presented by Michael Leander in Athens, Greece on 23 October 2013.
65 top managers and marketers from the tourism and travel industry in Greece attended. The marketing masterclass was kindly supported by SETE, Marketing Greece and H Hotels (the association of hotels in Greece).
The audience contributed with highly valuable and relevant input on how the tourism & travel industry in Greece can grow in the coming years.
Greece saw more than 15 million visitors in 2012 and expect to grow that number significantly over the coming years.
Michael Leander said: nothing is better than spending a day with a group of highly professional people whom really want to get inspiration on how they can improve their own business whilst contributing to the improvement of tourism in Greece. I
Similar to The Luxury World Today with Luxury Intelligence [Edition 2] (20)
Tourism and travel marketing masterclass with Michael Leander: Athens, Greece
The Luxury World Today with Luxury Intelligence [Edition 2]
1.
LUXURY TRAINING BY DESIGN
Contact us today: ExecutivePA@luxuryintelligence.co.uk
The Luxury World Today
with Luxury Intelligence
Feb - March 2015
2.
LUXURY TRAINING BY DESIGN
Contact us today: ExecutivePA@luxuryintelligence.co.uk
Awakening the E-Motion with Luxury Intelligence
Today “Experience” is one of the biggest buzzwords of luxury, with sophisticated luxury
customers craving experiences more than products; their interest in, and desire for, a product is
immeasurably enhanced when it is presented in concert with a compelling experience. Again and
again, we hear that a visit to a luxury boutique, and most especially a flagship luxury boutique,
must be a unique and memorable experience. In real estate, the cliché is “location, location,
location”; in luxury, it is “experience, experience, experience”.
However, as so often happens when a term becomes widely popular, it is often used with little
attention to what it actually means. What is this compelling experience? How does it move the
customer? How can our store staff contribute to turning the customer experience into something
truly magical?
Luxury is evolving dramatically
The key to success in the luxury market over the next 10 years will be defined by a relentless focus
on three luxury-goods management principles:
• Superior customer experience
• Flawless hospitality management
• People excellence
According to research published at the end of 2014 by one of the world's leading business
consulting firms, Bain &Company:
“Over the next 10 years, we anticipate the common theme of these changes
will put consumers at the centre, not only of the customer experience—as a
critical part of the ideation, creation and sale of luxury goods—but also at
the centre of all major business processes for luxury brands.”
• The overall luxury market exceeded €850 billion (£649 billion) in 2014, showing healthy
growth of 7% overall, driven primarily by luxury cars (10%) and luxury hospitality (9%).
• The luxury market is expected to reach an estimated 400 million luxury consumers
worldwide by 2020, and an estimated 500 million luxury consumers by 2030.
• The global luxury market is shifting from its historically homogenous base of affluent
consumers worldwide to a broader and highly heterogeneous class of luxury shoppers.
• The future will become increasingly heterogeneous and luxury brands need an immediate
upgrade to their consumer strategies to recognize and react to this growing diversity.
• The study confirms that the luxury market is still in the hands of baby boomers (45% of
luxury consumption worldwide).
• Younger generations continue to maintain positive attitudes to luxury and present the most
disparate profiles - from newbies to experts, from classic to edgy, from enthusiast to
detractors. The fragmentation in the luxury tastes of this group makes the consumer
picture ever more complex to handle.
3.
LUXURY TRAINING BY DESIGN
Contact us today: ExecutivePA@luxuryintelligence.co.uk
A brand needs to create a very, very special experience customised to meet its customers’ unique
idiosyncrasies. Understanding it’s customers, and aligning it’s business accordingly, will become
the mantra of a luxury brand over the next decade.
According to Bain & Company’s 2014 research, there are seven new faces of the global luxury
consumer:
The Omnivore - 25% of spending, at an average €2,350 per year
The Opinionated - 20% of spending, at an average €1,750 per year
The Investor - 13% of spending, at an average €1,450 per year
The Hedonist - 12% of spending, at an average €1,100 per year
The Conservative - 16% of spending, at an average €1,000 per year
The Disillusioned - 9% of spending, at an average €800 per year
The Wannabe - 5% of spending, at an average €500 per year
Increasingly, luxury brands are transforming their stores from standard selling spaces into
experiential hubs, which take the customer through a multidimensional journey primed for more
personalised customer engagement
The Science Behind Luxury Experience
When you are in the midst of an experience, all of your five senses are gathering vital information
from the environment into the neocortex brain (your thinking brain). As you begin to process all
this information, jungles of neurons begin to organise themselves into patterns. The moment those
neurons string into place, the brain releases a chemical and that chemical is called an emotion.
Experience enriches the circuitry in your brain neurologically, which then produces a chemical
that is released in the limbic brain (your emotional brain). The meanings you create generate the
emotions of your life, which drives your actions, thus producing the results you experience.
“Luxury Mastery” Leadership Programme
The only way to change a company is leadership. Leaders are what change companies and the
number one leadership skill is influence. Leadership is defined as “the ability to influence the
thoughts, feelings, actions, behaviours and emotions of others”. As a leader in luxury it really
comes down to influencing people emotionally - to connect with them on a deep emotional level.
At Luxury Intelligence, we believe that to really have an emotional connection and a behavioural
change in your leadership style and culture, you need to take a full and rich journey of personal
and professional enlightenment.
Leaders inspire themselves and others to do, be, give and become more than they ever thought
possible. This programme will immerse you in an environment of superior standards and set the
pace for you to empower yourself and those around you.
4.
LUXURY TRAINING BY DESIGN
Contact us today: ExecutivePA@luxuryintelligence.co.uk
Our leadership techniques show line managers how to motivate people to ‘do the impossible’. Our
techniques also show them how to get people to believe in their own ability, so they can overcome
challenges, persist in adversity and create winning outcomes in the face of the stiffest competition!
The programme structure is based on three simple but distinct phases.
Phase 1: INFORM
This phase is designed to inform and create the complete “Knowledge” understanding of the
world of luxury, how luxury delivers an unforgettable experience and what part you are expected
to take in order to be that creator and catalyst of this experience.
Our Emotional Connectivity Analysis Tool (E-Cat) is based around six core emotional driver
categories and will allow us to ensure the leadership programme objectives are specific and
bespoke to your brand.
• Development Culture
• Business Culture
• Sociological Environment
• Employee Engagement
• Customer Engagement
• Leadership Engagement.
This analysis will take an holistic check of the emotional well being of your business and will
enable accurate attention and targeted intervention. In today’s personal and professional world,
emotional connection is the unique identifiers between success and failure.
Phase 2: TRANSFORM
This phase is designed to create the complete “Behavioural and Skills” understanding as to the
competency and experiences that are required in the 21st
century within the luxury market and,
therefore, the personal transformation that will need to be made.
Exceptional and world class leaders in the luxury market need to:
• Learn how to create lasting change in yourself and others
• Master the principles of Human Needs Psychology
• Understand the nature of the luxury market
• Go Beyond Expectations: curate the luxury experience
• Leading change through story telling
At Luxury Intelligence we understand that luxury is different from mainstream retail – the level of
design, the level of quality, the level of relationship-building are all much higher that any other
business segments.
5.
LUXURY TRAINING BY DESIGN
Contact us today: ExecutivePA@luxuryintelligence.co.uk
Phase 3: PERFORM
If you create a significant experience that touches people’s emotions, it will not only be an
experience in the moment but will also last through time.
This phase is designed to embed your new knowledge and skills, providing a unique, intelligent
and engaging application reinforcing the skills learned during the programme. Repetition of
information when spaced out in time has shown to be more effective in creating deeper learning.
Clients
Shangri-la Hotel Designed a service improvement project; conducted a series of management
development programs
Air France Developed a Ground Service improvement project, a customer service training
program and a Train the Trainers program
Cartier Asia (Hong Kong, Taiwan, Korea, Singapore, China, and Australia): Developed regional
service signatures; designed and developed a service skills training program, and boutique
manager’s programs; trained local trainers.
Hermes Designed and delivered a series of customer service training programs to staff and
management
Cartier Japan: Worked with the Management Team to develop skills in managing innovation and
change.
Malaysian Airways: Designed a developed a series of training programs to support new service
innovations being undertaken by the company
Qatar Airways: Developed and delivered a management and staff training program in innovation
and change. Delivered a series of Train the Trainer programs
Savoy Hotel (Moscow): Developed and delivered a series of Interpersonal Skills and Train the
Trainer programs
Ethiopian Airlines: Developed and conducted programs in Leadership and Managing Change as
part of a core management development program
Etihad Airways (Abu Dhabi). Developed and delivered a range of Train the Trainer and
Presentation skills programs
Taj Hotel Group (India). Designed and delivered a customer service mindset program and its
accompanying Train the Trainer program
Savoy Hotel (London). Developed and delivered a new induction program for the re-launch of
the hotel