During any shopping experience, you want to feel involved and valued. After all, it’s your hard-earned money that you’re spending – so your purchase and overall shopping experience should be prioritized by a retailer. However, according to a recent report by Luxury Daily, many consumers are finding that their online experience is seriously lacking.

The luxury industry has quite the problem, it turns out. As technology has seamlessly blended with the shopping experience, luxury has been sluggish to adapt, relying on more traditional means of paying personal attention to clientele. Retaining old-school flair isn’t a bad thing, but as technology continues to dominate our world, online personalization should be a tool that is utilized for affluent clients to feel like they are a part of something exclusive. Whether it’s a limo service or a high-end jeweler, luxury brands should step up their ability to make clients feel special through online booking, buying and communication experience.

A Look at the Statistics

The luxury industry’s sluggishness to adapt to technological saturation and provide end users with personalized online experience is backed up by some concerning statistics. According to a recent L2 report:

  • Only 25% of luxury retailers are actually incorporating customer service features such as live chat
  • Just 23% of retailers incorporating online personalization tools such as size calculators and product finders
  • 86% of consumers believe that personalization plays a big role in their decision
  • 60% of consumers are willing to spend more on a brand that features a personalized, exclusive experience

These statistics prove that a lot of work remains to be done by luxury industry players in regards to online personalization – and that adapting it can be incredibly lucrative.

Data Disconnect

So what is contributing to this problem? One thing that can be taken into account is grabbing data.

Data such as transaction impetus, conversion rates and expedited payment options are fantastic ways to boost online sales and gauge how to move forward with a personalized approach. For luxury brands, utilizing this data can be valuable since the average luxury retailer captures only 7.8 data points per online account signup compared to an average 12.2 data points. Obviously, there is work to be done.

Providing consumers with this personalized experience online is vital. At EmpireCLS, we strive to rise above this knock on other luxury brands and provide the finest and personalized approach.

On our website, you will find that it is easy to book a reservation as a member or a guest with our online registration. As a member, you can receive flexibility as options such as price quotes, receipts for past trips and reservation information are all available in real time.

Whether you are booking a reservation for limo service from Chicago to Washington DC or Paris to Berlin, we will provide you with a personalized approach.