Service-based organisation, Luxury Connect has started a three-day Luxury Customer Experience Management Programme for mid-career professionals in the industry. The first such programme concluded recently, trained 20 participants from diversified backgrounds, such as luxury automobiles, watches, jewellery, lifestyle and others, to deal with customers.
The company teamed up with the Retail Training Director at Louis Vuitton, Mr Jean Claude Roustant, for this programme. ‘We conducted a survey and realised Indian manpower is not up to global luxury standards and that the lack of trained manpower is one of the key challenges for development of the luxury market in India,” said Abhay Gupta, Chief Executive Officer and Founder, Luxury Connect. “For this year, we are looking at only short-term workshops because there are enough professionals who first need to be upgraded in their education. Subsequently, we will begin the post-graduate course, hopefully by next year,” he added.
“India is seeing a growth of high net worth people and there is a need of better luxury service. When consumers buy luxury product they need to be given a dream or a story in the right manner. Luxury never lies in the product only, it lies in the whole story, told Jean-Claude Roustant, the ex-Retail Training Director at Louis Vuitton to Indianretailer.com.
In an exclusive interaction with indianretailer.com, here is what some participants said, Abhishek Malik, Executive Assistant Manager, Rooms Division at The Leela Palace Kempinski said, “Coming from a luxury hotel. this programme has been a fruitful one. It helped me understand the management of luxury and delivering complete luxury experience to our customers I will disseminate this from a luxury hotel, this programme has been a fruitful one. It helped me understand the management of luxury and delivering complete luxury experience to our customers I will disseminate this information to my colleagues during the training for sure.
” It was surprising to know that not just the luxury brands but e-commerce website, allschoolstuff.com also participated in this programme. Shikhir Bhatnagar, Manager Customer Service, allscoolstuff.com says, “Its not about luxury, but think customer experience is equally important given to a customer buying luxury or making purchases at our website. A customer is a customer and needs to be given the best of services. I want to bring the highest level of customer experience learning in my profile and that has what has brought me here.”