Trends Report

Luxury Brands: Delight Digitally Savvy Customers With Experiences As Luxurious As Your Brand

Switch From Brand Obsession To Customer Obsession

September 28th, 2017
Michelle Beeson, null
Michelle Beeson
With contributors:


Luxury brands risk losing control of their direct customer commerce relationships to online multibrand powerhouses like Net-a-Porter, which is now part of Yoox Net-a-Porter Group. To avoid broader digital disenfranchisement, luxury firms must catch up with their digitally mature customers and connect their digital and physical store experiences, creating digital experiences that are on par with their brand. This report evaluates the impact of digital disruption on the traditional luxury retail paradigm and shares best practices for luxury brands to respond and cater to their digitally savvy customers.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.