Rebuilding loyalty: Enter the psyche of four luxury consumers reshaping the future of engagement in Asia

New World Development collaborated with WGSN to author this whitepaper in the aftermath of the pandemic, when rebuilding consumer loyalty has become a top priority for luxury retailers.

As we begin a new era of hyper-agility and phygital living, brands need to remain nimble to deliver meaningful value. While access to luxury goods has become increasingly democratised, demand for elevated service and VIP access to products and experiences remains central to expressions of prestige.

Retail spaces are being redefined with a focus on experiences as well as experimentation, aiming to multiply the excitement factor. The supercharged user experience now extends across spaces and platforms, boosted by emerging physical and digital capabilities, opening new avenues for rebuilding loyalty.

Executive summary

Opportunity

Despite recent years of tumult and widespread uncertainty...

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