Deeply-embedded customer service mindsets and operating models enable luxury businesses to stand out from copycats and mid-market also-rans.
Latest articles from
Imran
LEADERS6 min read
Carolyn Clark: Creating Memories through Exceptional Service
Imran Amed talks to Carolyn Clark about the award-winning model that keeps Fairmont Hotels & Resorts at the forefront of luxury customer service. Imran Amed talks to Carolyn Clark about…
LEADERS8 min read
Maurizio Castello: Luxury’s Pragmatist
Imran Amed speaks to Maurizio Castello who warns that the Italian luxury industry is saddled with debt, leaving several companies at risk of shutting down. Imran Amed speaks to Maurizio…
LEADERS8 min read
Patrick Grant: Savile Row’s Quiet Revolutionary
Imran Amed learns that craftsmanship is alive and well on Savile Row, but the limited number of skilled tailors is constraining growth even though demand for bespoke suits continues to…
RETAIL6 min read
Alexis Maybank and Alexandra Wilkis Wilson: Gilt Groupe’s Team Builders
Imran Amed speaks to Alexis Maybank and Alexandra Wilkis Wilson, co-founders of Gilt Groupe, the start-up that is taking that fashion industry by storm. Imran Amed speaks to Alexis Maybank…
LEADERS4 min read
Entrepreneurship and Innovation
Despite the downturn, conditions are ripe for trying new things–an imperative for luxury businesses big and small.
LEADERS7 min read
Nadja Swarovski: A Crucible for Collaborative Innovation
Imran Amed speaks to Nadja Swarovski to learn the secrets of her transformative collaboration strategy. Imran Amed speaks to Nadja Swarovski to learn the secrets of her transformative collaboration strategy.…
RETAIL4 min read
What is luxury?
Over the past few years, the word luxury has become, perhaps, the world’s most overused adjective, describing anything and everything, in an attempt to add perceived value to products and…








