Deepening Client Relationships Beyond the Sale

In luxury and premium retail, the first sale is rarely the most valuable one. Yet many brands still spend more on winning new customers than on deepening relationships with the clients they already have. This session explores how leading brands are changing that equation by building systematic, technology-enabled, genuinely personal post-purchase programmes that increase retention, repeat spend, and long-term client value. Expect a practical discussion of what effective clientelling looks like at scale: how to use data, outreach, exclusive access, and frontline capability to make every interaction feel considered, not automated. Speakers will share the commercial case for relationship investment, the operational and cultural shifts needed to deliver it, and the tools and approaches already generating measurable results.

Thursday 04 February 15:50 - 16:30 Track 3