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It has been a while since anyone argued that “dialing for dollars” is still the best way to boost sales, but there are some holdovers who think that while digital has its place, the real work is still grounded in “boozing and schmoozing.”

Ecommerce data is specific, measurable and actionable. These qualities allow businesses to learn easily from the data and make course corrections as needed.

Customers have ultimately been forgiving and understanding because of the many changes to the way we all function and work, but needs have increased during the pandemic.

Luxury brands have had to carefully balance their marketing activities to ensure that they do not alienate their older consumers at the expense of attracting a new and younger audience.

For luxury brands, the ultimate target is the ultra-affluent. Knowing this, it is worth spending time grooming the HENRY demo. Their shopping and consumer habits now will likely carry over as their salaries increase, so establishing a rapport with them early is important.

The sad truth is that you are going to lose customers. A Zendesk study found that 66 percent of business-to-business customers left after one bad experience.

Businesses that have not yet invested in basic automation systems such as consumer-facing chatbots must now grapple with the question of whether to invest time and capital into the development of such systems.

It is clear that traditional luxury marketing is out of touch with the current mood.

The way we use language changes as the culture at large changes, and the trend is towards respectful, people-first language.

The continued expansion of wealth over the last 15 years should have been positive for all who serve the affluent. But that is not what happened.

Email marketing – a longstanding digital marketing practice that offers a direct touch point to consumers – has increased in importance this year.

Defining luxury as a concept for measuring and monitoring business is at a tipping point. It has become either a marketing tool – calling anything “luxury” – or a journalistic catchall, especially when reporting on fashion brands.

Two new studies, one from IBM projecting retail through year-end and another from UBS looking out to 2025, tell the tale of the best and worst to come.

When the lockdowns began in March, the changes — or lack thereof — in the way brands continued to market to consumers seemingly emerged almost overnight.

A recent decision by the Amsterdam Court of Appeal holds that Nike’s European affiliate could contractually bar an Italian distributor, Action Sport, from selling genuine Nike goods on Amazon.

Despite weathering the COVID-19 recession financially better than society at large, high-net-worth-individuals (HNWI) are not unscathed.

The new “luxury” may be advanced personalized emails this holiday season. For emerging luxury brands, the pressure to compete with heritage brands in the coming weeks may be heavier than ever.

Brands must increasingly demonstrate their loyalty to customers in a reversal of the traditional paradigm.

And much of it has nothing to do with the clothes.

The challenge for luxury brands is finding ways to shift physical store experiences online to save their margins.

We have ended a long chapter in luxury retail and service, and now we are starting a new one that will define marketing for the next decade.