Powering and Protecting Investment Positions and Growth
My bespoke luxury customer analysis reports help luxury investors and leaders to gain scarce and actionable insight that fuels business and investment success.
Luxury brands like Estee Lauder, Tom Ford, La Mer and the leading fund managers that invest in public listed luxury companies like The Real Real dominate with this business intelligence.
An now you can take advantage of this intelligence too.
With my reports you’ll be able to make higher returns than other investors, make smarter decisions to protect your investments and make data driven decisions.
As a luxury leader you’ll be able to gain more customers, make more profit and enter new markets with more accurate insight.
Discover what luxury customer sentiment analysis is and how it will lead you to success
Emotions
A Complete Guide to Luxury Customer Sentiment Analysis
Luxury Leaders and Investors every quarter and fiscal are making higher returns and profits than ever before.
My tailored reports involve identifying, collecting cleaning, analysing and extracting insights from customer conversations online, Also referred to as big data mining.
Big Data Mining is collecting and cleaning customer conversations on social media, forums and customer review sites.
This process lead to social listening.
Social Listening is analysing the data customer conversations which allows you to understand more about your customers including their typical age, location, spending habits and preferences and dislikes.
You can identify the most popular customer conversations around you brand, products, services, customer service and key business decisions to help you protect investments, gain customers and revenue.
Sentiment Analysis of social media and online conversations is undertaken to understand how customers feel towards a luxury brand and their products and services. Using artificial intelligence and algorithms to categorise their sentiment or feelings into positive, negative, joy or anger.
Discover why customer sentiment analysis creates winners and losers in the luxury market.
Negative Experiences from Customers
Bad Customer Experiences Drives Customers Away
Luxury customers are leaving brands after bad customer experiences and harming profitability and company value
Research has found that customers feelings and conversations about has a direct impact on a luxury brands performance.
1 in 3 luxury customer leave or stop doing business with a brand after one bad experience. In the U.S market 59% will never purchase again with a brand after several bad experiences.
Negative Customer Sentiment costs brands a lot of money and harms their ability to trade and grow, Microsoft calculated that one negative customer review or detractor cost them $100 in revenue. On average a customer who has had a negative experience with a brand will tell 16 people . So potentially the brand will loose as much as $1,600 for every negative customer review.
Luxury customers who have good experiences with brands are more likely to spend more and stay spending for 5 years more than those with a negative experience.
Brand Sentiment affects perception and stock price . Customers that leave negative comments and reviews about luxury brands harm the perception and desirability of the brand. A negative brand perception harms revenue and in turn harms the brand value and stock price,
Discover how i use social listening to gain intelligence on the luxury customer
Luxury Customer Social Listening
Listening to the Customer Drives Business and Investment Intelligence
Top Luxury Leaders and Investors listen to customers to drive success with product, new market growth and profit
The most popular conversations and comments left by luxury customers on social media sites provide insight on product releases, operational performance like fulfilment and delivery and important business decisions like pricing and commission.
Discover how the feelings behind these conversations can be measured
Luxury Sentiment Over Time
Customer Sentiment key Measurement of Business Success and Investment Risk
Luxury Customers feelings are helping leaders and investors to make better data driven decisions
How customers feel about a luxury business’s products and services is the ultimate source of truth. Earning calls, annual reports can only go so far.
You want to know what the customers who contribute to the revenue, profitability and value of the company think. Don’t trust EBITBA numbers or shiny presentations by the board. Verify what is actually going on in a company by understanding how their customers feel.
Discover how i helped a fund manager protect £millions in investment and gathered insight into a luxury bands fufillment
Protecting Multi Million Dollar Investment in Luxury Resale Leader
Fund Managers Challenge
In September 2022 The Real Real announce a new commission structure and new pod system aimed to attract more high value sellers (consignors) and take recently IPO’s business to profitability.
Questions Fund Manager wanted answered:
What are TRR’s High Value Sellers who sell between $10,000 - 400,000 of luxury products saying about new commission structure?
How do TRR’s High Value Sellers feel about new pod system and commission structure?
Are more High Value Sellers selling via TRR since announcement?
What do TRR’s customers or buyers of luxury products say or feel about TRR since new commission structure announced?
Fund Manager Goals:
Use insight to help make multi million dollar investment
Protect current investment
The Solution
Identify high value sellers conversations before and after announcement online through Data Mining
Gather and clean, sort and count most popular sellers comments with Social Listening
Use sentiment analysis to measure feelings and opinions of high value sellers and customers over time
Identify trading activity of TRR’s high value customers
Visualise Data into Actionable Insights
Measuring Luxury Customer Checkout and Fufillment Experience
Luxury Leaders Challenge
Questions Luxury Leader wanted answered:
What do customers think about the checkout experience?
What are the most popular challenges and benefits of our checkout experience?
How well are our courier partners and customer service team serving our customers post sale?
How can we improve the checkout customer experience?
Luxury Leader Goals:
Reach OKR customer experience target
Reduce number of calls and cost to customer service contact centre
Scale customer services features into new markets
The Solution
Identify most popular customer conversations on review sites, social media and online through data mining
Gather and clean, sort and count most popular sellers comments with Social Listening
Use sentiment analysis to measure feelings and opinions of customers
Visualise Data into Actionable Insights
De-Risk Luxury Investments - Grow Luxury Revenue and Profits
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