Customer experience can make or break luxury brands
Khaleej Times article states that the buzzword for anyone in fashion business is «experience». Indeed, Patrick Chalhoub (Chief executive, Chalhoub group) said: «The days of a designer at the helm is over. Designers have an important role, but it is not enough. For the customer, it is not just about a designer anymore.»
It is again the experience that matters as much as anything else, including design.
As De Cesare (CEO, Printemps) said: «Luxury is the opposite of speed. It’s about an experience.»