cx
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?
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.
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.
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.
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.
Marketers need to move up from CX to HX
The future is brighter for brands that prioritise serving humans over targeting customers.
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