Forbes.com 12.15.06
There is more to the world’s best shops than Prada, Pucci and La Perla.
In addition to exclusive products with sky-high price tags, these days retailers such as Henri Bendel in New York City and London’s Harvey Nichols are adding services such as personal shoppers and door-to-door delivery into the mix. And when customers need help, instead of having to flag down a sales associate, they are increasingly finding attentive staffers eager to please.
“Luxury retailers are realizing that it’s all about the Ritz Carlton mentality,” says Milton Pedraza, chief executive of the Luxury Institute, a market research firm based in New York. “Years ago, retailers were all about being aloof to keep the mystery factor up on their brands. Now if you don’t focus on your customers you risk losing loyalty.”