Join Mazhar Butt, Group Director of Guest Experience Development at The Bicester Collection, in conversation with Oliver King, Managing Partner at Engine. They explore why service, not craftsmanship, is where luxury experiences quietly lose customers' trust, why after-sales and recovery moments matter more than most brands think, and whether technology is making luxury feel more personal or less.
Connect with Mazhar on LinkedIn
Connect with Olly on LinkedIn.
Chapters:
02:10 - Emotional drivers in luxury purchases
03:57 - The role of trust in customer loyalty
06:31 - Service vs product quality complaints
08:15 - Challenges of scaling in luxury retail
13:23 - Sustainability and evolving customer expectations
15:10 - Designing trust into customer experiences
19:12 - Trust as a competitive advantage
24:30 - Aligning digital and physical brand experiences
30:40 - Advice for luxury brand CEOs
33:59 - Importance of data and analytics