Key lessons from luxury brands show that successful customer experiences come down to out-performing and out-behaving the competition

Thought Leader:

Milton Pedraza, CEO, Luxury Institute

December 17, 2015

In this episode, we’ll discuss what pharma can learn from brands outside the industry that are focusing on the customer experience. Brands such as The Ritz-Carlton, The Four Seasons, and Starbucks have successfully embraced the customer experience and, as a result, have earned loyalty and built long-term relationships with customers. According to research conducted by the Luxury Institute, loyal customers want expertise, trustworthiness, genuineness, and generosity when interacting with companies in selling situations.

You can also watch video excerpts here.

Length: 08:45       Size: 4.0 MB

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