Luxury Experience Designer || Co Founder CHUMECO || Founder BLACK TALKS || DEI in LUXURY BRANDS || Partner and Host LUXURY BUSSINESS INSPIRATION & MENTORSHIP by Ferreirinha || Customer Relation Management || AGO MZM PRT
Handcraft never can be compared to industrial production, is true that Mercedes-Benz AG is a brand with a Luxury selection of cars, also true that Mercedes-Benz AG this days applies with very careful the ultimate experience to customers, and are seeking to navigate the best possible with an automobile crises principally in Europe, and probably is incomparable this two brands in the perspective of production, the brilliant explanation that #pierrealexisdumas artistic director - vice president Hermès offers in this interview to 60 MINUTES, says all, this is Luxury, a single person that produces a single bag, spending more than 20 hours, using all the knowledge to produce the best product ever, this is truly what a Luxury client looks for!! when this client buys a product this special, is ready to pay for it, and totally understans the cost, but let’s be fair, is Hermès offering an ultimate experience to the customers? It is enough, in therms of sustainability for a brand like Hermès, ensure just by desire a waiting list for more than 3 years?? Is this what the brand looks for? What about the customers expectations?? Never in such a short space of time so many complaints including lawsuits occurred in the brand, maybe so much power over the customers desire is taking the brand to a level of “presumption” that takes many to frustration and disappointment!! But this tremendous power, most part of the time resides in the hands of the store manager, she or he decides if the customer deserves to have this or that article, it is in this precise moment, that this person becomes “GOD”, the decision is not only based on the rules, a touch of felling is added, an immediately scan of the customer is made and results in the decision, is this what a Luxury customer looking for?? Is this truly an Luxury experience, I believe that now more than ever, the brands needs to be aware, the young generations are abandoning the sense of acquisition, and truly enjoying experience, maybe “GOD” now resides in hospitality and branded CoffeeShops 🤔🤔!! Truly in the end the final decision relies in customer choice!!!
Brand Strategy | Brand Manager | Communication
2wExcelente ponto de vista Mónica Soares. No meu entender uma compra que se inicia por intensão de aquisição mas pode demorar até 5 anos, é uma excelente oportunidade de criar relação com um cliente. Os Gen Z procuram experiencia e provavelmente pouco valorizam o craftsmanship, cabe às marcas utilizar o craftsmanship para oferecer uma experiencia única, uma jornada conjunta entre a marca e o cliente durante o processo de manufatura.