Luxury Institute News

October 3, 2012

Meet The Millennial 1%: Young, Rich, And Redefining Luxury

By: Larissa Faw
Forbes
October 2, 2012

Two Millennials walk into a bar wearing denim jeans, Converse sneakers, and carrying iPhones. They are identical except for one factor: one makes more than six figures a year, while the other is unemployed and lives at home. Affluent Millennials may be hard to pick out of a crowd, but they are redefining the luxury industry.

There are currently 11.8 million Millennials age 18-30 living in U.S. households with annual incomes exceeding $100,000, according to the Ipsos Mendelsohn Affluent Survey. Plus, never before has such a large group of young people been raised by wealthy parents: 34% of today’s Millennials have been wealthy throughout their lifetime, say American Express and the Harrison Group.

“There are more out there than you expect,” says The Luxury Institute’s Milton Pedraza. “If you are a 28-year-old working as a creative executive, you are making $130,000 a year and are most likely are single. It’s not as if you have a lot of assets. You might have some debt, but there’s still a lot of disposable income to go to technology, travel, and entertainment.”

Click the link to read the entire article which includes quote(s) from Milton Pedraza, CEO of Luxury Institute:
http://www.forbes.com/sites/larissafaw/2012/10/02/meet-the-millennial-1-young-rich-and-redefining-luxury/

September 5, 2012

Get Ready for the Loyalty Marketing Renaissance of 2013

Six New Ways to Serve Loyal Consumers in a Smartphone Age
By: Adam Broitman
AdAge.com
September 04, 2012

The essence of loyalty marketing has not changed since its invention; incentivize your best customers and they will not only remain patrons, they will tell their friends about their experiences with your brand. The rise of social technologies has multiplied the positive effects of a brand supporter and underscores the importance of influential evangelists.

Though the substance of loyalty has not changed in the past 30 years, the tactics and technologies required to implement a loyalty program have been displaced — so much so that history may designate the years between 2012 through 2015 as a renaissance in customer loyalty. Here are a few guidelines to use when planning your customer loyalty programs for 2013:

Don’t Just Be Social, Be Helpful
According to a survey by American Express one in five American’s have used social media for customer service. Furthermore, customers, on average, are willing to spend 21% more with companies that provide great service. Given that social media is an ideal channel to directly interact with your customers, a strategic approach is imperative. The mere presence on popular social networks is no longer enough. Simple, canned responses to comments on social networks no longer meet consumer expectations. It is crucial for social media to be treated as a service channel in addition to a promotional channel. The installation of an uninformed employee, armed with no more than a hyperlink to a customer service page is only slightly better than ignoring comments made within social networks.

Forget Gamification, Learn The Game
The Gamification gold rush has led many brands to the construction of superfluous “cart before the horse” initiatives in which badges and leaderboards serve little to no strategic purpose. There are countless theories that marketers can borrow from games, but in order to accurately take advantage of such ideas in an effective manner, marketers must dig deeper and strive to realize the various compulsion loops and social dynamics that make games “sticky” (apologies for the late 90′s lingo). Here are a few links for inspiration:

  • http://www.mud.co.uk/richard/hcds.htm
  • http://www.mud.co.uk/richard/Shoreditch.pdf

Feel The Power of Post-PC
The post-PC era has put massive computing power, packed in every shape and size screen, in the palm of the everyday consumer. If your legacy POS system is getting in the way of allowing you to implement a cutting edge loyalty program, consider taking advantage of consumer grade products to get the job done.

Take a look at the following payments systems that have integrated elements of loyalty into their platform:

  • Square
  • SAIL (Verifone)
  • PayPal Here
  • NCR Silver
  • Revel Systems

Learn to Outsmart “Showrooming”
“Showrooming” has become a plague for retailers. According to eMarketer, 59% of US smartphone owners have engaged in “showrooming”. Ironically, the very same mobile device that consumers are using to “showroom” can be used to create value. Marketers should look at the way in which luxury brands create value. Luxury marketers are notorious for creating value adding experiences in lieu of price breaks—as such, mobile has become a no-brainer for luxury marketers. According to the Luxury Institute, luxury shoppers expect the following from mobile applications:

  • 46% expect loyalty programs
  • 45% expect early access to sales
  • 53% want access to a sales professional that can help with finding the right product

Remember That Likes Don’t Equal Loves
These days, it is all too easy to create a “like-gated” promotion yet many of the programs that ask for personal information in exchange for entrance into a contest fall flat when it comes to any type of long term engagement. In the endless debate about the value of a “like,” many marketers have concluded that a like is only as good as the communications that follow it. Loyalty can certainly begin with a like, but a like is not guaranteed to get you to a “love”. According to eMarketer, nearly half of branded “likes” have no influence on consumer purchase decisions.

Make Love
Though last on this list, this is the most important thing a brand can do. We have seen brands like Zappos and Warby Parker take brand “amore” to new heights. Each brand uses social media and technology in exciting new ways, but each brand also manages to present their costumers with something marketers and advertisers speak about ad nauseam, “surprise and delight.” There are a variety of new brands such as Warby Parker that are set up as B Corporations. This corporate structure requires a company to generate some sort of “general benefit for society” as part of the way it defines profit. While long established plans will likely not reincorporate, this model has loyalty baked in and big brands should be looking at the types of ways these companies do business

As you are planning your loyalty efforts for 2013, do your best not to get so caught up in the trees that you forget to look at the forest. The seemingly endless number of mobile and social loyalty platforms can be so overwhelming, they can divert even the most savvy of marketers from their core objectives. With the above guides and a constant eye on ROI, 2013 should be a banner year for customer loyalty.

http://adage.com/article/digitalnext/ready-loyalty-marketing-renaissance-2013/236999/?utm_source=daily_email&utm_medium=newsletter&utm_campaign=adage

March 1, 2011

Rich Americans flock to fast food

By Jessica Dickler
CNNMoney
February 28, 2011

NEW YORK (CNNMoney) — When it comes to cutting back, the rich are learning a little secret the rest of us have always known: fast-food is cheap and good (if not good for you).

Quick service restaurants, such as McDonald’s and Subway, saw a bigger rise in spending by ultra-affluent consumers than any other restaurant type last year, according to the most recent data by American Express Business Insights.

Lori and Santiago Riviere are among those that have recently been turned on to fast-food dining.

They call themselves “dinks” — as in dual income no kids. She’s an attorney, he works in finance and together they make “well over six figures.” Still, she says the recession has changed her mindset about spending.

“Dining out on a daily basis was completely normal for us,” she says. “Now we eat in or get some form of take out of less expensive food.”

Their economical dinner of choice: Chipotle or Baja Fresh.

“Instead of going to a restaurant and coming out with a $75 bill you come out with a $25 bill,” said Riviere. “Tipping comes into consideration, too.”

Riviere says they order take out most evenings instead of dining out in order to save some extra money for luxury goods.

“I think it’s a sacrifice, but when you have to choose between that and a pair of Jimmy Choos, I’m going to choose the Jimmy Choos.”

In the aftermath of the Great Recession, even the wealthiest Americans are making similar trade offs to curb spending.

In the fourth quarter of 2010, spending on fast food increased 4% among American Express’ most affluent customers, or the top 10% of spenders, the AmEx data said. Meanwhile, spending on casual dining decreased by 4%.

“As the economy continues to recover, affluent consumers are showing restraint in spending in some areas, but not others,” explained Ed Jay, senior vice president of American Express Business Insights.

Jay says that affluent consumers exhibited a “return to value” during the recession and are still demonstrating frugal behaviors where possible, like spending more at fast-food restaurants.

“As wealthy consumers scaled back on consumption overall they started to go to more value or price oriented restaurants, and frankly chains,” added Milton Pedraza, the CEO of the Luxury Institute, which tracks spending among wealthy consumers with a minimum annual income of $150,000.

“No one will do without their iPhone or iPad, and very few people want to forgo travel, but there are other categories that are not priorities,” he said. Particularly when it comes to dining, “people have been making trade offs.”

Meanwhile, popular economical chains like McDonald’s are lovin’ it.

Danya Proud, a spokeswoman for McDonald’s says the company credits its recent growth in part to the addition of McCafe beverages, which include cappuccino, mocha and latté drinks clearly geared toward a more refined palette.

http://money.cnn.com/2011/02/28/pf/wealthy_fast_food/index.htm