Luxury Institute News

April 29, 2013

Now made in China: Taste

5 Things Big in Beijing, Headed for Buffalo

By Quentin Fottrell
SmartMoney
April 28, 2013

Despite the ubiquitous “Made in China” label on everything from clothing to toys, China has been slow to export its own products and culture. Most Americans couldn’t name a single Chinese brand, a survey released this month found. Only 6% of could think of one, according to international marketing firm HD Trade Services. Some respondents mistakenly identified Japanese brands like Honda, Sony and Toyota as Chinese. Indeed, Chinese companies often sells products under non-Chinese names. Volvo Car, for instance, is owned by China’s Zhejiang Geely Holding Group.

“Branding was an alien concept in old China,” says Stanley Kwong, managing director of China Business Programs at the School of Management of University of San Francisco. “China had been making products for companies like Wal-Mart and Apple, but has not developed many brands.” It’s been easier for China to make a product than build a brand, experts say. Popular Chinese cosmetic brand Herborist is labeled “Made in Shanghai,” for instance, and the box for Apple’s iPhone — although made in China — is labeled “Designed by Apple in California.”

Click the link to read the entire article which includes several quotes from Milton Pedraza, CEO of Luxury Institute: http://www.marketwatch.com/story/how-chinese-tastes-are-reshaping-american-malls-2013-04-26

April 12, 2013

Bentley’s showrooms, Flying Spur propelled Q1 units sold 25pc

By Erin Shea
Luxury Daily
April 12, 2013

British automaker Bentley Motors reported a 25 percent increase in units sold during the first quarter of 2013 due to the release of the Flying Spur and eight new dealerships.

The automaker announced that global deliveries to customers in the first quarter of 2013 increased by 25 percent to a total of 2,212 vehicles, compared to 2012’s first quarter sale of 1,759 vehicles. Bentley’s unique position in the luxury auto market could also explain why its sales increased.

“As high-end as they are, these Bentley vehicles are understated and they are for everyday use,” said Milton Pedraza, CEO of the Luxury Institute, New York. “I do think that putting out new vehicles has been fabulous [for Bentley], but it is because the cars are everyday cars.”

“They are not showy,” he said. “They are high-performance cars that can be used everyday.”

Mr. Pedraza is not affiliated with Bentley, but agreed to comment as an industry expert.

Bentley did not respond by press deadline.

Securing a position
In addition to selling more vehicles, Bentley introduced a new vehicle to its lineup and opened new dealerships in the first quarter.

The automaker did a three-city tour for the launch of the Flying Spur in the United States.

Bentley partnered with American Express Publishing’s Departures magazine to host a series of three “One Night Only” events in the U.S., the first of which took place March 26 in New York. Other cities include Miami and Los Angeles.

Furthermore, the automaker’s sales were likely increased by the price range of vehicles that put it in an ideal spot in the luxury auto market.

“Bentley brought down the price [of a vehicle] from ridiculous to high value,” Mr. Pedraza said. “That combination of eye candy, high performance and everyday use makes them successful.”

“They are smart cars,” he said. “They are sensible, but also extremely addictive and that is a wonderful combination.”

Staying strong
Many luxury automakers experienced an increase in profits last year.

Automakers such as BMW, Mercedes-Benz, Audi, Lexus, Porsche, Bentley Motors and Rolls-Royce Motor Cars reported above-average sales for 2012.

This was partly due to marketing campaigns as well as an attractive buying economy for affluent consumers, experts said.

Also, these sales records likely resulted from strong branding efforts and signal an increase in competition for attention.

In addition to its growth in sales, Bentley noted that the U.S. remains its largest market.

During the first quarter, 632 Bentley vehicles were delivered to customers in North and South America, more than any other region.

Since the bounce back of the U.S. economy, affluent consumers are now ready to confidently spend again. This attitude helps high-end automakers such as Bentley.

“The U.S. economy is so resilient that it continues to be the best market for luxury goods and services,” Mr. Pedraza said.

“We have such a large critical mass of wealthy people,” he said. “We have more multi-billionaires than anywhere in the world and they are confident.”

http://www.luxurydaily.com/bentley%E2%80%99s-new-vehicle-showrooms-boost-sales-25pc-in-q1/

Auto consumer mindset changing dramatically

Ford exec says buyers want cheaper, well-equipped mobile technology platforms that sip fuel

By Keith Morgan
Vancouver Sun
April 11, 2013

Ford and Lincoln global marketing executive vice-president Jim Farley  recently delivered the keynote address to the 2013 New York International Auto  Show. Today, we publish extracts from his speech which offered a view on the  role the recession has played in shaping a new consumer outlook.

While the recent recession has fundamentally reshaped the automotive industry  over the past few years, the real game changer may come from a new  post-recession consumer mindset, demographic shifts and how automakers respond,  says Farley.

Click the link to read the entire article which includes findings from a recent Luxury Institute survey: http://www.vancouversun.com/cars/Auto+consumer+mindset+changing+dramatically/8230977/story.html

January 10, 2013

Audi, Lexus And BMW Triumph As Leading High-End Auto Brands By Wealthy U.S. Drivers

(NEW YORK) – U.S. luxury automobile consumers rank Audi highest in the 2013 Luxury Consumer Experience (LCEI) survey conducted by the independent and objective New York-based Luxury Institute.  LCEI scores (1-10) are averages of wealthy respondents’ ratings across ten areas of consideration, including evaluations of the vehicles they own or lease, their dealership experience, and their overall brand buying and ownership experience.

In addition to earning the highest LCEI score (8.36) of the ten brands surveyed, Audi ranks first for the consistently superior design and quality materials of its cars.  In addition, Audi’s dealership staff is recognized for being the most trustworthy and knowledgeable.  Audi also leads other carmakers in terms of future repeat purchase intent, with 96% of respondents saying they would consider buying or leasing an Audi again based on their experience with the brand.

Lexus ranks closely behind Audi with an overall score of 8.34, based largely on the dealership experience and its positive representation of the brand.  The Japanese automaker earns top honors for superior sales and service experiences, respectful dealership personnel, and long term relationship building.  BMW (8.27) and Mercedes-Benz (8.06) rank third and fourth, respectively.

“Wealthy consumers’ perceptions of brand experience encompass everything from the physical quality of the car to interactions with the sales and service departments at dealerships,” says Luxury Institute CEO Milton Pedraza. “Especially at the high-end, luxury automakers must be aware of how people and products combine to affect a brand’s reputation.”

Survey participants reported $2.4 million average net worth and $283,000 average income.

About Luxury Institute (www.LuxuryInstitute.com)
The Luxury Institute is the objective and independent global voice of the high net-worth consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.

January 7, 2013

Audi Rated Top Luxury Automotive Brand in 2013 Luxury Customer Experience Index

Brad Stertz
Audi of America Communications
January 4, 2013

HERNDON, Va. – Audi today announced that it received the top overall ranking in the 2013 Luxury Customer Experience Index (LCEI), conducted by the independent and objective Luxury Institute. The LCEI is based on data collected from affluent customers who were asked to evaluate 10 different aspects of ownership and customer experience of the luxury automotive brands they have recently used on a 0-10 scale. Among the 10 brands evaluated, Audi received the highest overall score of 8.36, recognized by customers for its consistently superior design and quality materials, and trustworthiness and knowledge of dealership staff.

“We are very pleased to have been ranked first overall in The Luxury Customer Experience Index, and we are delighted to hear that nearly all Audi customers surveyed said they would recommend Audi to others and would purchase or lease an Audi again,” said Jeri Ward, Audi of America Director of Customer Experience. “Audi and our dealer partners are continuously striving to delight our current and future Audi owners through customer experiences that exceed their expectations, and the results of the Index prove we are making significant gains.”

In 2011, Audi created the Customer Experience Team, a new division within the U.S. organization, led by Jeri Ward, which focuses on strategy and programs for improving customer experience and loyalty across the company.

The LCEI is based on a nationwide in-depth survey of 1,234 luxury automobile owners, conducted in November 2012. Respondents – ages 21 and older and with a minimum gross annual income of $150,000 – evaluated levels of respect, knowledge and trust of dealership staff, dealership sales experience and service experience after purchase, among other factors.

ABOUT AUDI
Audi of America, Inc. and its U.S. dealers offer a full line of German-engineered luxury vehicles. AUDI AG is among the most successful luxury automotive brands globally. Audi was a top-performing luxury brand in Europe during 2011, and broke all-time company sales records in the U.S. Through 2016, AUDI AG will invest about $17 billion on new products and technologies. Visit www.audiusa.com or www.audiusanews.com for more information regarding Audi vehicle and business issues.

ABOUT LUXURY INSTITUTE (www.LuxuryInstitute.com)
The Luxury Institute is the objective and independent global voice of the high net-worth consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises

December 10, 2012

Superior Craftsmanship, Materials and Customer Service Define Luxury Market and Drive Premium Pricing According To New Survey

(NEW YORK) December 10, 2012 – In a new survey by independent New York-based Luxury Institute, superior craftsmanship, materials and customer service scored highest in terms of helping to define the luxury market while driving premium pricing.  Additionally, survey respondents overwhelmingly favored a long-lasting, high quality product over one that merely enhanced status.

The survey, in cooperation with the newly relaunched Lincoln Motor Company, asked wealthy luxury automobile consumers to share their opinions that may have altered since the recession about buying considerations and luxury spending across a variety of product categories.

“High standards for the tangible quality of goods are to be expected from such refined buyers,” said Luxury Institute CEO Milton Pedraza.  “Of particular interest is the growing leadership of U.S. firms as global luxury brand icons.  Jewelry from Tiffany & Co., consumer electronics from Apple and handbags from Coach are among the world’s most prominent brands, giving consumers worldwide more reasons to pursue luxury in the States.”

Defining and Driving the Luxury Market

When it comes to what drives luxury and justifies premium pricing, 86% of affluent Americans surveyed say that superior craftsmanship is the deciding quality.  Nearly as many (84%) say they also expect the use of superior materials in luxury products.  The third most important consideration, cited by 76% of wealthy respondents, is a “superior customer experience both during and after the sale.”

A majority of wealthy consumers report enjoying their luxury purchases discreetly versus proudly showing their purchases to others.  In addition, more than 90% indicate that acquiring a long-lasting, high quality product is more important than enhancing their status.

“What we see in this insightful Luxury Institute research is that during the recession, the U.S. luxury market changed and people changed,” said Jim Farley, Executive Vice President of Ford Motor Company Global Marketing, Sales and Service and Lincoln.  “They want what appeals most to their desires and not what they believe will impress others and this is a trend we believe will continue to grow ever stronger.  We also took good note that in the automotive sector the expectation of great service is still being underserved, something we intend to address with the new Lincoln.”

Other survey results highlighted the fact that half of high-income shoppers rely on user reviews and the recommendations of family and close friends, enabling quick sharing of opinions and influence.  These top-two influencers of luxury consumers’ purchase decisions demonstrate how relative newcomers can quickly establish brands that compete with established stalwarts, and how traditional brands can reinvigorate themselves via digital media.

Added Milton, “What we hear consistently and loudly from wealthy consumers is that the manner in which the goods are sold, as well as the service provided after the sale, are nearly as important as the products themselves.  With American brands growing in luxury influence, there is a clear eagerness on the part of the global consumer to embrace American luxury brands, making service a critical success factor for the future.”

Survey Methodology
The Luxury Institute conducted an in-depth online survey with 1,216 affluent U.S. consumers in cooperation with the Lincoln Motor Company.  Half male and half female respondents were recruited and screened to only include those age 21 or older with a minimum gross annual income of $150,000 and ownership/lease of at least one luxury automobile.

About the Luxury Institute (www.LuxuryInstitute.com)
The Luxury Institute is the objective and independent global voice of the high net-worth Consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates  LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.

October 17, 2012

High-Income Shoppers Talk Openly About Luxury Salespeople; Relationships With Wealthy Customers Blossom When Staff Shows Knowledge, Professionalism and Courtesy

(NEW YORK) October 17, 2012 – Wealthy shoppers with minimum annual income of $150,000 rank attributes they find important among people selling them high-end goods and services in the new Experiences With Luxury Salespeople WealthSurvey from the independent and objective New York-based Luxury Institute.

The most important attribute is knowledge, cited by 72% of respondents. Being professional (68%), and polite and courteous (65%), are also of high importance, followed by being honest (57%), helpful (56%), trustworthy (52%) and experienced (52%).

Relationships with individual salespersons are common, with 40% of shoppers reporting a primary point of contact for at least one luxury provider. Relationships are most prevalent in personal finance (11%) and jewelry (10%). Perhaps surprisingly, individual relationships are just as common in fashion (8%), as they are in autos, travel and beauty.

Respondents provided ratings of specific brands in ten categories with exceptional levels of sales service. Some of the standout performers are Lexus, Mercedes and BMW in automobiles, Marriott, Hilton and Ritz-Carlton in hospitality, Coach in handbags, Nordstrom in fashion apparel and Rolex in watches. Categories in which the highest proportions of wealthy customers cite exceptional service are jewelry and watches (31%), leisure travel (24%), and fashion apparel (24%).

“A strong Customer Culture has a halo effect on companies,” says Luxury Institute CEO Milton Pedraza. ”More than 75% of high-end shoppers recommend brands to family and friends based on outstanding experiences that they’ve had with a salesperson.”

Respondents reported average income of $310,000 and average net worth of $3.6 million.

About the Luxury Institute (www.LuxuryInstitute.com)
The Luxury Institute is the objective and independent global voice of the high net-worth consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.

September 14, 2012

In China, Bikes Shed Their Working-Class Roots

By Debra Bruno
Wall Street Journal
September 13th, 2012

BEIJING — Yu Yiqun sees the bicycle as the ideal form of transformation — and not because he can’t afford a car.

In fact, the 40-year-old, who works as a creative director at Geogrum Advertising, owns 21 bikes, including high-end brands like Moulton, Cervélo and Colnago. “You need different kinds of bicycles to ride in different kinds of environments,” he says.

Mr. Yu has spent as much as 110,000 yuan (more than $17,000) on a bike and considers their versatility an advantage over cars. “People in Beijing should update their ideas,” he says.

Click the link to read the entire article including quotes from Luxury Institute’s CEO Milton Pedraza:
http://blogs.wsj.com/scene/2012/09/13/in-china-luxury-cycles-help-bikes-shed-their-working-class-roots/

September 7, 2012

Rolls-Royce targets blooming Asia-Pacific market in boutique expansion

British automaker Rolls-Royce Motor Cars is keeping its brand top-of-mind with trend-savvy, affluent consumers in Thailand through a new boutique experience set to open in the fourth quarter of this year.

The new Rolls-Royce Central Bangkok boutique will be the first of its kind in Asia. The automaker has additional plans expand its presence in Thailand due to strong interest from consumers in the emerging market, which seems to welcome status brands with open arms, experts say.

“Rolls-Royce understands that Asia has a lot more opportunities than just China,” said Milton Pedraza, CEO of the Luxury Institute, New York. “It has large populations that are growing in their economic and demographic profiles.

“The slowdown in China, while it is still a wonderful opportunity, is causing the brand to move further out,” he said. “Now you have to open your eyes a little wider, and you will find out that Asia is much bigger than China with a tremendous amount of growth opportunity.”

Click the link to read the entire article which includes quotes from Milton Pedraza, CEO of Luxury Institute: http://www.luxurydaily.com/rolls-royce-targets-blooming-asia-pacific-market-in-boutique-expansion/

April 26, 2012

Customer Experience is New Luxury Battleground

Cadillac institutes cultural initiatives to improve customer service

(DETROIT) April 25, 2012 – The fierce competition between luxury automotive brands extends beyond artfully designed, high-tech new products. It’s about capturing the hearts and minds of affluent customers before product or price enter the equation.

“While we’ve performed fairly well in customer service, we sensed a bigger opportunity,” said Kurt McNeil, vice president of Cadillac Sales and Service. “We call the approach Defining Moments – the fact that every interaction with a customer can potentially define our brand.”

Spurred by the brand’s ongoing momentum in product and marketing, Cadillac gained insights from outside the automotive space to enhance its approach to customer experience.

“Cadillac is the real thing when it comes to the products, and its approach to the cultural aspects of the luxury customer experience,” said Milton Pedraza,  founder and CEO of the Luxury Institute,

The institute conducts extensive research on affluent consumer behaviors. One of Pedraza’s key findings is that today’s luxury consumers have countless options for desirable products, placing more value on experiences.

“To earn credibility among luxury customers, brands not only have to offer the best products, but they must also be kind and provide an overall positive purchasing experience,” said Pedraza. “The opportunity for luxury brands not only lies in out-performing the competition, but also out-behaving the competition.”

Cadillac began “Defining Moments” training for internal and dealership staff was co-developed with the Ritz-Carlton. Famed for excellence in customer service, Ritz-Carlton team members maintain a consistent global culture at all levels devoted to earning guest loyalty.

“The training was important because it showed that luxury customer experiences are built on the culture and the behavior of people,” McNeil says. “It’s not about programs or discount offers. Great service comes from ordinary people delivering excellence at all levels.”

While emphasizing new cultural approaches, Cadillac has supported that with upgrades to what can be seen and experienced physically. Hundreds of dealers are rebuilding or renovating dealerships. Cadillac has redesigned consumer websites and instituted specific standards for local dealer advertising. For example, Cadillac Shield is a set of ownership benefits that includes complimentary roadside assistance from a Cadillac technician, and Cadillac courtesy transportation programs for cars being serviced.

“With Cadillac expanding in 2012 with two all-new products, it’s a perfect opportunity to prepare to welcome new guests,” says McNeil.

Cadillac has earned steady increases in consumer and industry satisfaction surveys, ranking among the top brands in many measures of customer satisfaction.

The brand was recently recognized as a 2012 Customer Service Champion by J.D. Power and Associates. The luxury automaker was one of only 50 companies out of 800 studied to earn the distinction. The 2012 Champions were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research in 2011.

http://media.gm.com/media/us/en/cadillac/news.detail.html/content/Pages/news/us/en/2012/Apr/0425_cadillac

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