An Interview With Kevin Thompson Of Barneys New York
What is Customer Experience in the Luxury Marketplace?
Kevin Thompson has a wealth of experience and knowledge to help us become more effective in delivering a superior customer experience in the luxury segment. Kevin works with Barneys of New York and has previously worked with Moncler, Gucci, and other brands.
Today’s focus is on the luxury segment, which is different compared to other retail segments. We will talk about best practices, trends, mistakes, myths, and look into the framework used in Barneys to help everyone get on the same page in creating a great brand experience. It is important to note that while our talk is focused on the Luxuary Marketplace these ideas can be applied across segments.
Kevin Thompson was recruited to be part of the New Visions Think Tank of the New York City Board of Education, which was created to go into educational institutions to observe how they operate and think about ways to improve operations. At base level, the ideas with customer engagement are the same.
Barneys of New York is a 92 year-old company that started off as a company selling suits for men. Later, the brand expanded into a fashion retailer setting the cool factor in New York and American fashion, being the first to carry brands like Armani with many other designers debuting at Barneys New York. Barneys now has 32 stores across the country.
Customer Engagement Magazine went out into the marketplace looking for examples where we could learn about luxury retail, which is how we came across Kevin, and now we bring his best ideas to you that you can apply to your business…. [Read more…]