Insight
The paper suggests that the best concierge and sales associate do the same job: orchestrating an experience, not selling a product.
Luxury Retail’s Hospitality Problem Isn’t a Training Problem
Summary
This article, drawing from research at EHL Hospitality Business School, argues that luxury retail should adopt a hospitality mindset to improve customer experience. The findings indicate the importance of orchestrating a customer experience rather than just selling a product. While the Singapore market shows hospitality success, other areas may face different results.
Key takeaway