Luxury is a world with its unique codes. An expert in customer experience, our agency will be sensitive to your personal vision of luxury to help you offer a memorable luxury customer experience to an increasingly demanding clientele.
New omnichannel customer journeys and renewed expectations of luxury consumers require dedicated expertise characterised by a customer-centric vision. Luxury boutiques and premium brands are becoming experiential destinations and the role of the salesperson is evolving in an unprecedented way. To satisfy this demanding clientele, it is now a question of imagining and sharing memorable moments in welcoming places that will inspire your customers.
Luxury is evolving to become more experiential. Our agency accompanies the evolution of your sector by enabling you to measure and analyse your customer experience whether you offer luxury products or high-end services. Fashion and accessories, watchmaking and jewellery, automobiles, but also hotels, travel and gastronomy: our agency has a 360° understanding of the multiple facets of luxury today and tomorrow, because luxury clientele is changing rapidly. Men and women have different expectations; differences to which are now added the expectations of new generations of luxury clients. Gen Z, Millenials, Generation X... PRESENCE is working with you to meet the challenge of the transgenerational customer experience.
Driven by heightened socio-environmental considerations, the second-hand luxury market is also booming. Our agency offers to carry out specific market studies to help you decide whether or not to conquer this new luxury territory.
Like you, we believe in a personalised approach that puts human experience at the heart of every action. Our dedicated team, specialists in the luxury and premium sectors, is constantly monitoring these developments, as well as the renewal of customer journeys and expectations. Our luxury expertise, combined with our philosophy, ensures that you benefit from a personalised approach and tailored advice aligned with the uniqueness of your market to meet your CX requirements.
Our deep understanding of the specificities of the luxury customer experience is based on our local roots combined with an international presence. Our expert CX agency works with luxury mystery shoppers all over the world and has hundreds of international partners. In France as well as abroad, a luxury brand must offer a harmonious customer experience, in line with the brand's standards, but also with the local socio-cultural particularities. Aware of the specificities of the market, PRESENCE supports you throughout the world for the measurement of your customer satisfaction as well as the deployment of your luxury mystery customer studies in order to understand and exceed the expectations of your local and tourist customers.
Our Luxury Expertise team will work hand in hand with you to build your tool, deploy your CX surveys, support management changes, communicate your results, but also to develop and monitor action plan with your teams PRESENCE works with you to build a virtuous CX ecosystem that will foster customer loyalty and lead to recruiting and converting your prospects. From the management committee to your sales teams, via your Training, Customer Service and Retail teams, each of your employees will benefit from PRESENCE's Luxury Expertise.
Do your sales teams know how to promote your omnichannel services? Does a visit to one of your shops meet your customers' expectations? Do your salespeople master your brand storytelling and display product knowledge?
Our marketing studies allow you to take an interest in each component of your Customer eXperience to give you an in-depth understanding of your customer experience in order to remove any blockages and to disseminate best practices in favour of a memorable luxury customer experience that is a source of emotion. Our omnichannel evaluations provide you with a panorama of your customer experience from your boutiques to your e-commerce site, via your wholesale or travel retail network.
Our mystery shopping of the customer experience in a luxury boutique is based on a careful selection of profiles of our luxury mystery shoppers chosen according to your requirements. Conducted within your network as well as with your competitors during a benchmark, our studies allow you to map your customer journey and its areas of improvement with acute precision.
Customer Experience and Employee experience are closely linked. PRESENCE offers you a wide range of tools for measuring customer satisfaction and customer experience, but can also offer you to set up a Team Feedback study on your employees' experience and your teams' satisfaction with your employer brand: a guarantee of performance in a particularly competitive sector.
Our study of luxury customer behaviour and expectations allows us to help you define a unique luxury or premium customer experience that is a subtle balance between brand standards and emotion. Our Mystery Shopping Experience and its NPS questionnaires, as well as our Customer Feedback and Digital Experience studies, take into account your brand standards and quantitative objectives, while paying particular attention to the verbatim responses and the emotion felt by your customer during their shopping experience or interaction with your staff.
PRESENCE also assists you in carrying out operational audits where procedures, from welcoming standards to health & safety, are taken into account by our experts.
In a new and changing context, PRESENCE luxury department supports your teams to enable you to offer your customers a luxury experience that they will want to live and share. Our team are luxury experts who share your passion and your taste for excellence. By accompanying you at every stage of your customer experience, we make our attention to your satisfaction the mirror of your own customer promise.