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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.

While Amazon’s newest marketplace will help struggling luxury retailers approach the ecommerce audience without needing to develop their own interface, this launch has prompted discussion as to whether this latest move from Amazon is a lifeline for the industry or a competitive threat.

In Macy’s Inc.’s recent earnings call, the most surprising news was the opportunity it sees in luxury. It surprised CNBC’s Lauren Thomas too, who immediately got on the phone with CEO Jeff Gennette to get the scoop.

A recent lawsuit, entitled Champion v. Moda Operandi Inc. and filed in federal court in Manhattan, involves 38 fashion “supermodels,” bringing claims against online designer outlet Modus Operandi and its marketing partner, Vogue.

Digital consumerism has disrupted the purchasing experience and luxury brands must adapt to new standards of communication.

Since the COVID-19 coronavirus hit, the luxury sector’s operating models have been thrown into question, at least for the short-term.