smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Mar 29 2010

When is a store not a store – the next stage of the retail customer experience

The Luxury Institute issued a press release last week saying that our client, Burberry, has been found by independent research to be offering the best customer experience of any luxury retailer by some margin. The survey found; “The top three factors that shoppers consider before recommending a brand are merchandise, service and store atmosphere. Two standouts across several criteria are British fashion house Burberry and French luxury outfit Louis Vuitton, with 77% of shoppers saying they would recommend Burberry to family and close friends, and 74% saying the same about Louis Vuitton.”