Gartner for Marketers Research

Insight Report March 15, 2018

Luxury U.S.: Customer Service and Fulfillment

Luxury brands have long provided a high-touch shopping experience in-store, but as more luxury shoppers conduct product research online, brands are tasked with providing a similar level of service across digital channels. We assessed how the e-commerce-enabled sites of 69 prestige luxury brands support online and offline conversion via customer service and fulfillment options.

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