Companies who create an unforgettable customer experience not only survive in competitive markets, but thrive. Find out how Barneys New York gets their customers to love them and reaps significant financial gains in an interview with Customer Engagement Magazine. View the highlights in this SlideShare.
Get Your Customers To Love You! How Barneys New York Thrives on Customer Experience in The Competitive Luxury Market
1. How Barneys New York Thrives on Customer Experience
in The Competitive Luxury Market
Get Your
Customers
to
By Deb Monfette, Customer Engagement Magazine | @DebMonfette
2. Kevin Thompson, VP of
Customer Experience
Barneys New York
An Interview With
Ray Stendall, Publisher
Customer Engagement
Magazine
Follow @RayStendallFollow @BarneysNY
6. Customer Experience in the Luxury Market
You’ll soon find out
as Kevin Thompson
shares insider tips on how
Barneys New York
survives & thrives
in the competitive
Luxury Market.
7. Get Our Full Video Interview with
Kevin Thompson,
VP Customer Experience at Barneys New York.
CLICK HERE
Discover
How to Deliver
an Amazing
Customer
Experience by
Building Lasting
Customer
Relationships
8. What are the Biggest differences
from other markets?
Customer Experience in the Luxury Market
Highlights
from the
Interview
23. Expectations
Spending Money.
Customer Experience in the Luxury Market
It saves time.
It’s
personal!
It’s gotten rave reviews.
It’s customized.
It’s my dream …
It’s pure comfort.
It’s convenient.
It a lifestyle!
It’s luxury.
It’s a limited-edition.
It makes me feel special.
It’s what I want.
It’s a VIP service.
24. Customer Experience in the Luxury Market
People
just aren’t
shopping
the
same
way.
Photo Credits: pixabay.com |Geralt
25. So, how do you know what your
customers want?
Customer Experience in the Luxury Market
26. We worked with the consulting group
Millward Brown Optimor and
conducted a
2-year long customer
experience study.
Customer Experience in the Luxury Market
27. During the study
we asked our customers and
they told us
what they wanted.
Customer Experience in the Luxury Market
28. So, what do they want?
Customer Experience in the Luxury Market
29. Customer Experience in the Luxury Market
They want a feeling more than a product.
Photo Credits: http://thewindow.barneys.com/prada-windows-details
30. Customer Experience in the Luxury Market
When they walk into Barneys New York,
they want …
Photo Credits: Pixabay.com
42. We've satisfied our shoppers' appetites
with Barneys restaurants
in New York, Chicago &
Beverly Hills.
Photo Credits: Thewindow.barneys.com
Customer Experience in the Luxury Market
44. Customer Experience in the Luxury Market
c
They can feel good knowing the food is
sourced from the freshest
local suppliers.
Photo Credits: Pixabay.com | Geralt
45. Customer Experience in the Luxury Market
Photo Credits: Bigfoto.com
c
They are free to ask for a glass
of complimentary wine.
46. Customer Experience in the Luxury Market
We share food & drink
recipes on our site.
thewindow.barneys.com
47. c
We have to
pay attention to the details …
Customer Experience in the Luxury Market
Photo Credits: Pixabay.com
48. Like how a sales associate
connects & communicates
with a customer.
Customer Experience in the Luxury Market
Photo Credits: Pixabay.com
49. How they
handle the garment
a customer is about to purchase.
Customer Experience in the Luxury Market
Photo Credits: www.barneys.com
50. What they do
after the purchase
is made, like…
Customer Experience in the Luxury Market
51. Walk you out of the store,
across the parking lot, and
place the bags in your car.
Customer Experience in the Luxury Market
Photo Credits: Pixabay.com | Jingoba
52. Customer Experience in the Luxury Market
c
Our customers
remember the details and will
come back again and again.
Photo Credits: Picjumbo.com
53. We also reach out after the sale and …
Customer Experience in the Luxury Market
54. Customer Experience in the Luxury Market
Photo Credits: Pixabay.com
make sure thank you notes
are sent.
55. We make sure
all the customer data
is up-to-date.
Customer Experience in the Luxury Market
56. Customer Experience in the Luxury Marketplace
c
We keep adding
features & benefits
to our credit card programs.
Photo Credits: Pixabay.com
57. Customer Experience in the Luxury Market
c
We roll out new gifting programs and
incentives for our sales associates to
help inspire them to get to know
our customers better.
Photo Credits: Pixabay.com
58. We offer more than
just our products.
Customer Experience in the Luxury Market
59. Customer Experience in the Luxury Market
Photo Credits: Pixabay.com | Stux
We created a
service environment
60. Customer Experience in the Luxury Market
Photo Credits: Dreamstime | Cia Pix
with a
feel-good experience.
61. As a result of these changes,
we found significant,
tangible improvements.
Customer Experience in the Luxury Market
68. Presentation Created By
Deb Monfette,
Content Marketing
Producer & Contributor for
Customer Engagement
Magazine
and Content Creator at
Contenttriggers
For more information on Engaging Customers …
Follow me @debmonfette
Thanks for viewing!
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70. CLICK HERE
Discover
How to Deliver
an Amazing
Customer
Experience by
Building Lasting
Customer
Relationships
Get Our Full Video Interview with
Kevin Thompson,
VP Customer Experience at Barneys New York.