Wealthy Flock to Target but Love the Lord & Taylor Experience, Prefer Apple for Electronics, Staples for Supplies
(firmenpresse) - NEW YORK, NY -- (Marketwire) -- 02/19/13 -- U.S. shoppers earning at least $150,000 a year rank 16 mainstream retailers in the 2013 Luxury Consumer Experience (LCEI) survey jointly conducted by the independent and objective New York-based and . Respondents evaluated national and regional department store brands, as well retailers of office supplies and electronics.
Among national retailers, Lord & Taylor earns the highest (8.00) LCEI score, and ranks first on all seven subcomponents, which include shoppers' evaluations of staff, stores and degree of overall satisfaction. Lord & Taylor was visited by just 14% of surveyed shoppers in the past year but those who did rave about their experiences. Target, the most popular chain, saw visits from 66% of wealthy shoppers but earns a 6.90 LCEI score.
In electronics, Apple's LCEI score of 8.40 tops Best Buy's 6.97. Apple also enjoys nearly unanimous (98%) agreement from shoppers that they will come back to Apple retail locations in the future, compared to 92% for Best Buy.
Staples (7.31) is the clear winner in office supplies, ranked ahead of Office Depot (7.05) and OfficeMax (7.00).
Iowa-based Von Maur receives the highest LCEI score (8.61) among regional retailers and the highest of all 16 brands covered. Furthermore, 100% of Von Maur's wealthy customers plan to shop there again.
"Wealthy consumers don't confine their shopping to luxury retailers. In fact, they spend much more with mainstream brands," says . "As in luxury, brands that differentiate themselves with a customer centric culture are the ones that rank highest."
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 , a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.
Martin Swanson
Vice President Business Development
(914) 909-6350
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