Luxury customer experience can be many things. Some of what we’ve heard from research participants:
- “Maximum experience and minimum stress.”
- “You don’t have to worry about anything. You want it, it gets taken care of.”
- “Reassuringly expensive.”
- “They make you feel welcome.”
- “You never feel crowded, and there’s always someone right there to help.”
- “Personalized touches like recognizing me and calling me by my name.”
When I think of everything I hear about luxury customer experience, it seems to boil down to this: feeling loved. It’s as if everyone is focused on ensuring you have a good time and no problems. Who wouldn’t want that?
Read our blog for examples of luxury customer experience and thoughts about how companies can improve the experience they provide their customers.
About Bureau West Market Research
Bureau West is a consortium of marketing, coaching and market research professionals. Our goal is to help companies grow.
We encourage our clients to call us early when they’re considering new programs, so we can provide advice on the most effective way to answer their business questions. We are also able to help around the world through our affiliation with ThinkGlobal Qualitative.
Over the past twenty years, We have helped resolve marketing questions for a wide variety of companies, including Microsoft, Unilever, Princess Cruises, American Express, Volvo, Yamaha, Medtronic Diabetes and many others. We have addressed issues including strategy, brand development, market segmentation, website effectiveness, corporate image, new product introduction and advertising testing.
Bureau West was founded by Jay Zaltzman. Before entering the research field, Jay worked as a freelance translator and technical writer and handled material on such diverse subjects as computer software, factory processes, international trade, and art. He feels that his wide range of experience and the fact that he spent part of his life overseas help him to be more sensitive to research respondents and more likely to pick up on any nuances that might otherwise go unnoticed. During his mandatory three-year stint in the Israel Defense Forces, Jay served as a personnel interviewer.
Jay has a bachelor’s degree in Psychology from Tel-Aviv University. In addition to the academic requirements, the curriculum included courses in group dynamics and supervised psychological work with a variety of clients. Jay is a member of and subscribes to the ethical guidelines of the Qualitative Research Consultants Association (QRCA). He is a past president of the association.