28 Jan '14, 7am

A rip in the fabric of luxury retail: The foundation of a great luxury retail organization is the quality of t...

John Squire is president of eCommera North America By John Squire A cobalt blue sweater: Made of the finest spun cashmere and worth every penny paid for the suppleness, the style and the luxury of wearing it. But then the unthinkable happens. The hem begins to unravel, and little by little the quality and beauty diminishes to nothing more than a pile of torn fabric on the floor. The foundation of a great luxury retail organization is the quality of the components used to create its products. That soft cashmere is the starting point for creating something people are eager to own. But if that material or the skill of workmanship is compromised, it affects not only the piece, but also the quality and the ability to sell. Likewise, many omnichannel luxury retail organizations are trying to build success upon a foundation that has tears in it. Their customer experience is unrav...

Full article: http://www.luxurydaily.com/a-rip-in-the-fabric-of-luxury-...

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