Summary
The customers you are selling to take sales calls frequently. They are accustomed to the channel and actually appreciate a trusted advisor at the winery to help them with their purchases. Which is why Chatterbox takes an account managment approach. Every interaction with a luxury client is highly personalized. Account managers strive to understand the client's preferences, tastes, and lifestyle to offer tailored products and services.
Our sales style is really geared towards a high level of customer service. We are there to engage with customers and personalize their experience with each brand. It’s what we call luxury account management.
What is luxury account management?
Luxury account management is a specialized form of client or customer relationship management that is tailored to the unique needs and expectations of high-end or luxury clients. In the luxury industry, such as luxury fashion, high-end automotive, premium real estate, and luxury hospitality, providing exceptional service and a personalized experience is paramount. Luxury account management focuses on building and maintaining strong, long-term relationships with high-net-worth individuals or high-value clients to ensure their satisfaction and loyalty. Here are key components and principles of luxury account management:
Who does account management help?
It help the winery extend the lifetime value of the customer and increases per transaction values by 20%. It also helps the customer maximize their experience with your brand.
Our style of sales is about managing the customer’s relationship with the wine brand, post transaction. It’s also knowing the type of customer we are working with and supporting. They tend to be high net worth customers with choices of who they want to buy from and how. They are busy, often require a nudge to complete transactions and often, want more than a digital experience. They want information and can share their passion for your brand with others. And, expect real value from their membership or loyalty. Providing those customers with a point person at your winery to help them with transactions, tracking, customer service and reservations would be there account manager.
14 Reasons To Provide Your DTC Customers an Account Manager
- Personalization: Every interaction with a luxury client is highly personalized. Account managers strive to understand the client’s preferences, tastes, and lifestyle to offer tailored products and services.
- Exclusivity: Luxury clients often expect exclusive access to products, events, or services that are not readily available to the general public. Account managers facilitate this exclusivity.
- Relationship Building: Building trust and rapport with clients is a fundamental aspect of luxury account management. Account managers often serve as a point of contact for the client and establish a strong, personal connection.
- Product Knowledge: Account managers are expected to have an in-depth knowledge of the luxury brand’s products or services, as well as the broader luxury industry.
- Exceptional Service: Clients in the luxury sector demand top-notch service. Account managers need to be responsive, attentive, and go above and beyond to meet client needs.
- Problem Resolution: In the luxury industry, prompt and effective resolution of any issues or concerns is crucial. Account managers are responsible for addressing problems with urgency and professionalism.
- Customization: Luxury clients often seek unique, made-to-order, or bespoke products or experiences. Account managers work to fulfill these customization requests.
- VIP Treatment: High-value clients expect VIP treatment, including priority access, personal shoppers, private viewings, and special amenities.
- Sustainability and Responsibility: In the modern luxury industry, many clients value ethical and sustainable practices. Account managers may need to address clients’ concerns in these areas.
- Consistency: Luxury account management must maintain a consistent level of service and quality across all touchpoints, whether in-store, online, or through customer service.
- Data and Analytics: Account managers often use data and analytics to track client preferences and buying patterns, allowing for more effective personalization.
- Client Retention: A primary goal of luxury account management is to retain high-value clients and encourage repeat business.
- Referral and Word of Mouth: Satisfied luxury clients are more likely to refer friends and family to the brand. Account managers may encourage referrals.
- Network Building: Account managers may help clients connect with other high-net-worth individuals or VIPs, enhancing their overall experience.
Summary
In summary, luxury account management is about providing an elevated level of service, personalization, and exclusivity to high-end clients. The goal is to build and maintain long-lasting relationships while delivering exceptional products and experiences that align with the luxury brand’s image and values.
