Understanding and Responding to Changing Consumer Behaviour in the Luxury Sector

Event factfile

Date of event: 13 May 2015
Event ends: 13 May 2015
Start time: 19:30
End time: 22:00
Understanding and Responding to Changing Consumer Behaviour in the Luxury Sector

How can companies determine what changing consumer behavior looks like, and how can they respond to these new demands, through the customer service they provide?

On Wednesday 13 May, the Henley Alumni Marketing SIG held the first of two events focussing on changing consumer behaviour. These events consider how companies can determine what changing consumer behaviour looks like, and how they can respond to these new demands, through the customer service they provide.

Concentrating firstly on the luxury sector, the 13 May event consisted of both a panel discussion and the opportunity for delegates to address the topic and wider issues during networking over drinks and light refreshments.

The panel was be chaired by Roger Metcalfe, chairman of the Marketing SIG, who was joined by Professor Moira Clark, Director of the Henley Centre for Customer Management, Markus Kramer, Partner at Brand Affairs AG and formerly Global Marketing Director at Aston Martin, and Phil Aiken, Head of Sales and Marketing for the Blades Aerobatic Display Team.

Representing a wealth of knowledge on the delivery of high quality customer service in the luxury sector, the panel discussed what a successful customer experience looks like for organisations operating in the luxury market, the challenges faced in delivering that high quality customer experience and how companies can assess when their customer experience is good enough.  


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If you have any questions, please contact the Alumni & Development Team by email at alumni@henley.ac.uk or by phone on +44 (0)1491 418 843.

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