Every once in a while, amidst the dark and dreary news related to the recession, lost homes, jobs and a plummet of public and private investments in short- and long-term art, talent, and people as a whole, there are several days that shine like Window No. 25 of the Christmas advent calendar. Sales – first cut, then the second cut and then clearance.

Eons ago, I wouldn’t even bother, because I knew that my choice picks of that season were gone. Oftentimes those gleaming little glazed palladium feet of the distressed patent satchel never got an opportunity to graze the dusted wooden surfaces of department store shelves as sales associates’ waitlists were filled to the curled edges with eager and wild-eyed “It” Bag-mongering consumers. Fast forward to 2008, I picked up a YSL Muse Two in patent and pony hair for less than $500. The large size. To fashion houses, the game turned to Survival of the Fittest, to some consumers, “OCD” had a whole new meaning while (more…)

Image via Wikipedia

I had a very interesting customer service experience today.

Not being very familiar with the service at Burberry, I had thought that High-End Retail Branding 101 and the education course on the Experience Imperative for high-end fashion retailers selling disproportionately priced objects-of-desire was so last decade, so to speak.  Apparently, it’s not. For some, the need is is very prevalent today, and the difference between brands that are profiting and brands that aren’t in this very grim economy is as clear as it is cold in Chicago today (so I hear, with the -40 degree windchill factor).

I’m not sure how certain companies think they can sell a handbag for $2,000, or a coat for $1,500, without selling the customer on the idea of the experience. This is the Experience of being an owner of a product from a certain fashion house with a distinct character. This ownership experience has three facets, somewhat like the Designer Fashion Trinity of High-end Retail Imperatives – customer service experience, quality experience, and exclusivity experience. They are all different but all inter-related, and all very necessary. For example, you can’t be high-end and charge $2,000 bucks a pop for a cowhide leather handbag studded with strange iron objects without having your sales associates being able to tell the story behind the bag, the inspiration behind the design and why it’s so significant. And make you feel special at the same time (and since you’re special and the bag is special, you are meant to be).

I’m a sucker for stories.

My husband always teases me about (more…)