Over the last two decades, I’ve dedicated my career to pioneering customer retention models and nurturing customer loyalty for some of the world’s most successful luxury brands, resulting in sustainable multimillion- dollar annual turnovers.
While these companies offer diverse products and embrace varying cultures and business strategies, they all share a long term vision and uncompromising investment in clienteling and customer loyalty cultivation.
Clienteling starts with a “customer centricity” mindset and a mission to build life long relationships with every customer that touches your business.
Clienteling is at the core of any successful long standing businesses.
From Creative Designer to Merchandiser, from Managing Director to Client Advisor, contributing to cultivating customer loyalty is a major part of everyone’s role and success measure. In the realm of luxury brands, a substantial portion of the
business budget is allocated to the cultivation of customer loyalty. This encompasses everything from assembling a proficient client- facing team whose primary role is to understand, connect with, and build relationships with customers, to planning a wide array of customer experiences and events, both small and large in scale.
The good news that I want to share with you is that customer loyalty is not a privilege reserved just for the luxury brands. While your products, stores, and events set the “stage” for your business, human interactions are at the heart of the “play” – and they are the “key” to the doorway of your customer’s hearts.
By concentrating on improving the “play,” you can foster loyalty with both your internal and external customers for scalable business growth.
Gogo Cheng
Founder and Managing Director – Hong Kong
Summer Wong
Luxury Consultant & Head of Client Experience – Shanghai
Over the last two decades, I’ve dedicated my career to pioneering customer retention models and nurturing customer loyalty for some of the world’s most successful luxury brands, resulting in sustainable multimillion- dollar annual turnovers.
While these companies offer diverse products and embrace varying cultures and business strategies, they all share a long term vision and uncompromising investment in clienteling and customer loyalty cultivation.
Clienteling starts with a “customer centricity” mindset and a mission to build life long relationships with every customer that touches your business.
Clienteling is at the core of any successful long standing businesses.
From Creative Designer to Merchandiser, from Managing Director to Client Advisor, contributing to cultivating customer loyalty is a major part of everyone’s role and success measure. In the realm of luxury brands, a substantial portion of the
business budget is allocated to the cultivation of customer loyalty. This encompasses everything from assembling a proficient client- facing team whose primary role is to understand, connect with, and build relationships with customers, to planning a wide array of customer experiences and events, both small and large in scale.
The good news that I want to share with you is that customer loyalty is not a privilege reserved just for the luxury brands. While your products, stores, and events set the “stage” for your business, human interactions are at the heart of the “play” – and they are the “key” to the doorway of your customer’s hearts.
By concentrating on improving the “play,” you can foster loyalty with both your internal and external customers for scalable business growth.
