Is Luxury Leading The Way?

18:30 - 23:00 GMT
UK
2.11.2023
Dinner

The Ivy Club, 9 West St, London WC2H 9NE

London

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Is Luxury Leading The Way?

London

Dinner

November 2, 2023

Summary

Showing the way with customer care

The term “clienteling” was made for those brands at the top of the market. Personal shoppers, VIP store experiences, and now the growing trend of personal makeup professionals using the very best brands doing home visits in Chelsea (and neighbours).

There is no doubt that “in person” service has become vital over the last 18 months as stores come back to prominence. Staff turnover has left many brands and retailers struggling to keep up, but in London, Bond Street has recently become a source of some of the best service available - with staff “borrowed” from competitors as well as the very best hospitality venues (the old covid switcheroo).

Every premium and luxury brand we talk to is thinking hard about the blend of online and offline service, from in-store apps to help VIP experiences to the dreaded bots which (despite the negative press) can really help with CS at scale.

This autumn is the perfect time before Peak to sit and think for a second about the service benchmarks in Luxury and premium beauty businesses, and how to raise them without affecting the cost base too heavily, and also using appropriate technology without dehumanising this vital element of Luxury.

Commerce Futures dinner eventAudience at a Commerce Futures conference.

Over dinner we will discuss:

  • Relationship - building within the Luxury sector
  • Brand reputation for premium beauty (and how CS can help)
  • Service improvements - Where are they and how can you deliver them?
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18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
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20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
08:45
Registration & Networking Breakfast
09:30
Welcome from Commerce Futures
09:40
Headline Keynote
The Change In Commitment
10:20
Customer Engagement Stream
Can you really make your customer your BFF?
Keynote & Workshop
Commitment Stream
How does commitment improve predictability?
Keynote & Workshop
11:00
Coffee Break
11:20
Fireside Chat
12:10
Brand Value Stream
Reducing commoditization through storytelling
Keynote & Workshop
Sustainability Stream
How to market sustainability
Keynote & Workshop
12:50
Networking Lunch & Ping Pong
13:40
Panel Discussion
Multi-brand product sport retailer panel
14:20
Keynote Showcase
Combined CF research presentation of Customer Commitment
14:50
Closing Remarks from Commerce Futures
15:00
Closing Drinks & Ping Pong Tournament
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes

AGENDA

09:00
Registration & Networking Breakfast
09:30
Welcome & Partner Introductions
09:40
Panel Discussion with Q&A
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10:20
Networking Break
10:40
Workshop at tables
11:00
Group Discussion - Moderated
11:20
Final Comments & Networking
11:30
Event Closes
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Venue

The Ivy Club, 9 West St, London WC2H 9NE

The Ivy Club is an exclusive private members' club spanning three floors of the building

Find directions →
Is Luxury Leading The Way?

Partners

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