Understanding Customers
Understanding Luxury Customers
Understand your customers to identify behaviors and expectations that craft exceptional experiences. By analyzing customer journeys and pinpointing key interactions, we help you enhance loyalty and transform shoppers into devoted brand advocates.
Understand Your Luxury Customers on a Deeper Level
Navigating the competitive landscape of luxury retail demands more than just surface interactions—it requires a deep, genuine understanding of your clients’ needs and expectations.
At CXG, we offer a focused exploration on the intricacies of customer behaviors, experience expectations and purchase dynamics, and the relationship your customers have with luxury, focusing on existing and prospective customers, as well as key demographic segments such as Very Important Customers (VICs) and Gen Z. This targeted analysis helps your brand identify and effectively bridge gaps in the customer journey, from initial interest to post-purchase satisfaction. By transforming detailed insights into actionable strategies, we help ensure that your interactions resonate deeply, fostering client engagement and loyalty.
A Comprehensive Approach to Understanding Customers
We operate through a structured, multi-layered approach designed to provide comprehensive insights into your clientele’s experiences and expectations.
To initiate our process, we begin with a qualitative approach through focus groups or individual interviews to gain an in-depth understanding of customers’ lifestyles, purchase journeys, feedback, and expectations towards all touchpoints.
This is complemented by extended research, including staff interviews to get an insider’s view on how to delight customers across their entire journey and relationship with the brand.
Additionally, we conduct expert interviews and desk research to gather intelligence about best practices within and beyond the investigated category, enriching our understanding and integrating advanced knowledge on customer behavior.
Elevate Every Customer Interaction to a Luxury Experience
Understanding Customer Dynamics: The Strategic Benefits of Deep Insights
Explore the transformative advantages that deep customer insights offer, directly enhancing brand alignment and customer satisfaction.
Lifestyle and Relationship to Luxury
Gain insights into how luxury intertwines with the personal and aspirational lifestyles of your customers.
Purchase Journey and Behaviors
Understand the nuances of the buying process, from initial interest to final purchase.
In-Store Experience Expectation
Discover what your customers expect throughout each step of their in-store journey and their interactions with your staff.
Maintain an Ongoing Dialogue
Build lasting relationships by consistently engaging customers across all touchpoints.
Attract the Target Customers to the Store
Utilize personas to tailor strategies that draw your target customers to your locations.
Adapt the In-Store Experience to Customer Needs
Refine the retail environment and service to exceed customer expectations based on their preferences and behaviors.
FAQs
Can we observe and listen to the focus groups?
Yes, you can attend focus groups either live in a venue equipped with a one-way mirror or via livestreaming. Simultaneous English translation is available for focus groups moderated in local languages.
How do you recruit customers for the focus groups?
We collaborate with you to define the target demographics, purchase habits, and brands of interest. Customers are then recruited from our proprietary database of luxury shoppers, and our partners’ databases. We design a screening questionnaire, which is submitted to you for review and approval, ensuring we recruit the right target audience.
How long do the focus groups typically last?
Each focus group lasts 2 hours and includes 5 customers, allowing each participant ample time to stay focused and express their views.
Contact Us Today to Learn More About Understanding Customers