THE GLOBAL LUXURY LANDSCAPE AND THE LUXURY CUSTOMER HAS EVOLVED DRAMATICALLY… Luxury brands are required, more than ever, to heighten their service culture and loyalty mind-set. The State Of Luxury Goods Around The World ~Bain & Co.

1. ENGAGEMENTCREATE LASTING IMPACT
SARAH SULLIVAN
QUINTESSENTIALLY ACADEMY
JUNE 2013

2. Luxury brands are required, more than ever, to
heighten their service culture and loyalty mind-set.
THE GLOBAL LUXURY LANDSCAPE AND THE
LUXURY CUSTOMER HAS EVOLVED DRAMATICALLY…
QUINTESSENTIALLY ACADEMY 1 JUNE 2013

3. QUINTESSENTIALLY ACADEMY 2 JUNE 2013
R A P I D B U S I N E S S C H A N G E
C H A L L E N G I N G T I M E S
globalisation, digital age, financial recession
S H I F T S T O WA R D E M E R G I N G M A R K E T S
growth at dramatic rates; China, India, Brazil and Eastern Europe
A B O R D E R L E S S W O R K F O R C E
people work in cross-cultural, diverse teams with flatter organisations
T W E N T Y- F I R S T- C E N T U R Y M O D E L S O F L E A D E R S H I P
higher-performing businesses demand new styles of leadership

4. L U X U R Y M A R K E T
TREND INDEXED (1995=100)
100
275
500+
Perfect Value Proposition
Strategic approach to product offer and price positioning
Innovative marketing levers
Enhance Customer Experience
Insight – Segmentation – Customised Delivery
Advocacy Virtuous Circle
Omni-channel Strategy
Achieve Operational Excellence
Customer-centric organisation
‘Retail Impeccability’ culture
‘Assortment Chain’
LUXURY 2.0 IMPERATIVES
HOW TO SUCCEED IN THE NEXT 5-10 YEARS?
Bain & Co. (2012) -The State Of Luxury Goods AroundTheWorld
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5. QUINTESSENTIALLY ACADEMY 4 JUNE 2013
O U R O B J E C T I V E S
I N C R E A S E P R O D U C T I V I T Y
C R E A T E P O S I T I V E A T T I T U D E A N D I M P R O V E M O R A L E
I M P R O V E C U S T O M E R R E L A T I O N S
D E E P E N C L I E N T C O N N E C T I O N
R E D U C E R O L E C O N F L I C T A N D A M B I G U I T Y
I M P R O V E E F F I C I E N C Y
A C C E L E R A T E G R O W T H – S A L E S , Y I E L D, R E V E N U E

6. we tailor to the needs of each client incorporating key ingredients to produce the perfect
blend that delivers tangible results
we believe in unleashing and inspiring the highest potential to create superior service
results; ‘the more you are inspired, the more inspiring you become’
we provide teams with the skills and techniques to consistently deliver beyond
expectations
we build knowledge and insight that enhance the connection to the luxury customer
we develop an attitude that creates an obsession with delivering exceptional service and
brand experience
QUINTESSENTIALLY ACADEMY 5 JUNE 2013
T H E H E A R T O F T H E L U X U R Y E X P E R I E N C E
O U R E X P E R T I S E

7. QUINTESSENTIALLY ACADEMY 6 JUNE 2013
O U R S E R V I C E S
AN IMMERSION INTO THE WORLD OF LUXURY
E N G A G E M E N T
to enhance the luxury customer experience
L E A D E R S H I P
to strengthen leadership that accelerates performance results
S A L E S
to personalise service that goes beyond product, price and science
get closer than ever to your customer
so close, in fact, you tell them what they need
well before they realise it themselves.
- Steve Jobs

8. We work with you to embed the new skills and knowledge within your work
environment. We believe applying what has been learnt is where 80% of learning takes
place.
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P H A S E 1 . G E T C L E A R , G E T F O C U S E D
We work with you to clarify where you are now and where you want to be and craft a
personalised training programme specific to your unique DNA and goals.
P H A S E 2 . G E T T H E B E S T T O O L S F O R S U C C E S S
P H A S E 3 . A C H I E V I N G R E S U L T S
We design and deliver training that creates massive momentum, and that provides the
tools and strategies that make long-term impact. Sessions are practical, fun and
interactive, instilling both confidence and motivation into teams and individuals.
O U R A P P R O A C H
ENHANCING CONTINUOUS LEARNING AND IMPROVEMENT

9. L A N G U A G E
L I S T E N
A S K
C R E A T E
we develop engagement in the way we use ‘language’
we develop further in the way we ‘listen’
we nurture in the way we ‘ask questions’
we demonstrate our competence in the way we ‘create experiences’
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L U X U R Y E N G A G E M E N T

10. DEPTH AND BREADTH
OF ENGAGEMENT

11. T H E H U M A N N E E D S
If you are going to influence someone, you have got to know what already influences them
The skill lies in finding sustainable ways to fulfil our customer needs
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MEETING THE 6 HUMAN NEEDS

12. F O C U S
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3PAT T E R N S
ACHIEVING CONTINUAL SUCCESS

13. SARAH SULLIVAN
Director
QUINTESSENTIALLY ACADEMY
sarah.sullivan@quintessentially.com -
+44 (0) 796 217 2491
The luxury industry sells a share
of a dream to the customer.
- Christine Lagarde
QUINTESSENTIALLY ACADEMY 11 JUNE 2013
W E T R A N S F O R M P E R F O R M A N C E
We will support you to deliver a superb service; the indispensable ingredient of
successful high-end brands.

14. PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT
PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.
- Maya Angelou
QUINTESSENTIALLY ACADEMY 12 JUNE 2013