Our Blog

07
May

Regular readers of this blog will know that in-store luxury service, or the lack of it, is a subject dear to my heart and one that in my view isn’t that difficult to deliver given the right attitude. At present our luxury audit team is carrying out a mystery shopping exercise in Shanghai across many stores selling fashion, watches and jewellery, from all those brands you’d expect to deliver luxury service. ...

02
May

Prior to 2013, the print media in China was packed with advertising for luxury brands selling cars, fashion, watches, yachts and just about anything because culturally consumers believe that if its in a magazine the brand must be trusted and has the money to be there. Luxury brands of all sizes spent huge sums of cash to be seen in what were multiple publications on a regular basis. Consumers in China ...

25
Apr

It has always been of interest to me to see how brands coming to China have a level of freedom to position themselves in any way they want Chinese consumers to see them, and how very quickly this perception becomes fixed, permanent and an unquestioned fact. Many premium brands have entered the country and immediately elevated their status to luxury, at odds with who they are elsewhere in the world, ...

23
Apr

A very bad service experience in a bank late last week triggered me to think about service in China and in particular luxury service in the eyes of Chinese consumers?  Generalsing, China has a poor service culture, much of which I personally believe is based upon the countries history during the Cultural Revolution. It wasn’t until ten years ago that people, started to gather some understanding that being civil to ...

15
Apr

China has some very creative people, but experience would say that as a number, they are in a small minority. The majority of the population does not have the same creative flare that we find elsewhere in the world such as Europe for example; the reasons for this are a big topic for discussion, and ...

08
Apr

I read an article recently that brought up the subject of whether the Chinese luxury market was sustainable or not that included a quote from a US based retail advisory company that basically said that luxury brands that were either just about to enter the market or those considering it should do so with extreme caution. The main force of the argument was that the Chinese economy was slowing, and ...

31
Mar

It was interesting to read  that the recent Mulberry profit warning was blamed on a lack of Chinese tourists to London and Paris in early 2013, and that the company needed to do some tactical advertising to solve the problem. Although I certainly agree with the CEO that tactical advertising is one thing the company should consider doing, its challenges require a considerably more comprehensive approach than just this. The perception ...

19
Mar

2013 opened a new chapter for Chinese luxury. After the challenges of 2012, many no doubt will have hoped unrealistically that the market would bounce back and things would operate as they had before, but with lower growth levels. I am confident that the tipping point in 2012 created a new market with some of the old characteristics, but many new ones. Luxury brands operating in China now know that they ...

12
Mar

Watching Chinese luxury consumers day by day, it is obvious to me that an evolution is taking place. Not one that will take century’s or millennia to complete, but a rapid transformation of hearts and minds that will reshape the luxury market here in a few years. Some may say I am stating the obvious and others that a transformation was inevitable, and maybe both are right to some degree. What ...

05
Mar

True luxury has always been about the service delivered by the brand as well as the quality of its products, and in many cases it’s been the service that the brand has been particularly recognized for. Having said this, in the past few years, global luxury brands have been accused of loosing focus in terms of service, and as a result loosing their status in the eyes of the consumer. ...

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