cx

Feb 18, 2021

Four reasons consumers hate your luxury brand

What is the source of luxury brand hate, and should luxury brand managers be on edge if their brand is on the most-hated list?

Nov 18, 2020

Inside L’Oreal’s customer experience transformation

The CPG and beauty giant promoted longtime exec Céline Dumais to lead a global transformation in customer care.

Nov 10, 2020

7 rules for creating an aspirational online experience

Maintaining the aspirational aspects of luxury marketing can be a tricky proposition online. AnalogFolk's Asia strategy director looks at how some premium brands are adjusting successfully.

Oct 16, 2020

Six takeaways from Forrester's predictions for CMOs in 2021

In a time of intense flux, sweeping changes could affect everything from purpose to customer loyalty and cause an existential crisis for CMOs.

Aug 31, 2020

Why poor service will destroy your luxury brand

Many luxury brands have struggled to fill their stores due to poor service. But this issue isn’t just unprofitable; it also destroys brand equity.

Aug 27, 2020

Marketers need to move up from CX to HX

The future is brighter for brands that prioritise serving humans over targeting customers.