How to create a luxury client service experience to ensure sales growth by seamlessly narrowing the gap between in-store and online.

Advice and training on client service tone of voice for luxury retailers who want long-lasting and profitable relationships with customers.

How it works Book a TOV Call

Satisfied Clients

The problem we solve

If research groups such as Gartner predict that 89% of brands will compete primarily on customer experience and Forrester declares it to be only sustainable competitive advantage remaining in today’s marketplace, then you can be sure that tone of voice must play a part.

Retail high-street sales are in decline and by 2025 Millennials and Generation Z will represent more than 40 % of the overall luxury goods market. Given that digital channels are now a critical commercial frontline, communicating a prestige service that reflects the values of your brand on the one hand and the needs of the client on the other, is an increasing challenge.

Traditionally, luxury brands position their service on exclusivity and impeccable service. This can produce a false distance between the advisor and the client which leads to an over-formal or clichéd tone of voice.

The modern way is professional informality. A style of communication that takes into account the impact of digital communication as well as the emotional and personal expectations of the client. Used correctly it improves communication, increase sales and client retention.

How it works?

It’s best to start with a phone call.

Schedule a TOV call today, so that we can discuss the areas of client service you want to improve.

Book a TOV Call

If you care about what clients say about you, having excellent client service is the best marketing there is.

Joe Pélissier

Pélissier Communications

1

Brand Discovery

You educate us about your brand in terms of your products, your values and your tone of voice. You allow us to become familiar with your existing client service TOV, the systems you use and the capabilities of your team. We agree on the channels that need help and how we will measure success.

2

Design TOV Guidelines

We design TOV guidelines that are specific about the approach and tone of voice that advisors should use. These are congruent with how customers perceive your brand.

3

Deliver TOV Training

Your team is trained in how to deliver the improved tone of voice. The training focuses on applying the TOV for the channel(s) we have agreed to work on in Step 1. It’s interactive, enjoyable and measurable.

4

Supply Support Tools

To maintain quality levels, we create a series of tools to sustain the approach. Any templates or saved responses are brought into line with the agreed tone of voice.

5

Measure and Mentor

Together we measure the results. We remotely mentor team members and based on your satisfaction consider how to roll-out the improved TOV to other channels.

Who it’s for?

Client Service Directors

…who want to narrow the gap between in-store and online and have their achievement recognised by the industry and the board.

Client Service Teams

…who need direction and training in how to communicate in a way that is congruent with the brand and the expectations of the customer.

Marketing & Brand Managers

…who seek successful brand engagement by crafting a TOV that resonates with clients across multiple touch points.

Latest from the blog

Download the Luxury Client Service TOV Audit

Discover how Tone of Voice can improve the quality of your client service with this short 10-point audit.

It’s designed to help you:

  • Understand the extent to which it is possible to embed TOV into your client service
  • Recognise where there may be TOV gaps and opportunities
  • Consider the business benefits of investing in a better TOV.
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