Casey Golden, Founder and CEO of LuxLock
So much has changed in the world of eCommerce in just a short space of time - from how companies feel about selling online and how consumers choose to shop online.
Surprisingly, very little has changed in terms of high end fashion. For consumers in “high touch” retail, where you find high end brands that aren’t price driven, it all comes down to desire, brand-identity, guilty pleasures and splurging.
LuxLock brings the concierge service that consumers equate with high cost. They expect personalized, on-demand service where they aren’t left waiting around for someone to get back to them but not automated. Luxlock works hard to understand the needs of their customers in order to provide an experience where trust and intrinsic value are established and built on.
Even though you may not be a luxury brand with a sales strategy like LuxLock, there are lessons that can be adapted to a self serve environment. The key lesson being: understand and value of your customer. Getting inside your customer's head and understanding them and their experience will help your business thrive online.