Luxury Staff Training

Abstract

The human dimension is very important to customer experience in the luxury field. It guarantees the quality of service and the satisfaction of the customer. In fact, the quality of the customer’s luxury experience is not only related to the characteristics of the luxury goods (e.g., know-how, rarity, quality, etc.); it is also related to the perspective of the company’s departments (e.g., HR, marketing, sales, communication, etc.), which should all be focusing on delivering qualitative and satisfying luxury experiences. The human element is, thus, a critical factor that should be taken into consideration by luxury businesses to guarantee the success of their experiential offers. Yet, the human dimension is not limited only to the points of sale; it is also part of a continuum that includes two experiential spheres: domestic (households) and extra-domestic (stores, hotels, restaurants). Several key success factors are needed to ensure the qualitative training of luxury employees who are in contact with customers during domestic and extra-domestic experiences.