Clienteling and Talent as Competitive Tools

As the holiday shopping season approaches, consumer sentiment is slumping, yet spending is bifurcated – the top end keeps buying while the bottom 80 percent is more cautious. With Black Friday looming, brands are recalibrating promotions around value, desirability and hero products rather than blanket discounts. In luxury, upheaval at several department stores has created white space for rivals to woo high-spending clients through aggressive clienteling and tighter, faster vendor partnerships. 

In this episode of The Debrief, hosts Brian Baskin and Sheena Butler-Young speak with BoF reporters Cat Chen and Malique Morris about how brands are planning the season.

Key Insights: 

• Consumer spending hasn’t vanished, but it’s shifted toward shoppers who still feel flush. As Chen notes, “people are not really feeling rosy about the state of the economy, but the irony is that they’re still spending money.” Since Covid, “spending has been driven by the wealthier segment,” and it’s clear that “what consumers want is value… they want to get a good deal, but they don’t want to buy a cheap product.” For retailers, that means “more sophistication around price architecture” and using AI “to price products perfectly.”

• “Black Friday–Cyber Monday is not a fix for a mediocre year,” says Morris. Instead, winners are “prioritising desirability over discounts,” introducing “new products specifically for this time” and pushing “hero best-selling product.” The old playbook is out, and “slapping a 50% off everything discount on Instagram is not gonna cut it,” says Morris. In the “age of curation,” even deal-hunters expect editing, storytelling and reasons to stop scrolling.

• Morris argues that even in a discount-driven moment like Black Friday, shoppers still want offers to feel edited and intentional, and brands are responding with more curated tactics rather than blanket markdowns. “We’re in the age of curation and so even when people are expecting deals, they don’t want to feel like they’re just getting slopped,” says Morris. Tariffs and margin pressure mean many brands cannot afford a race to the bottom, pushing them to plan inventory more carefully, introduce new products specifically for this period and reserve discounts for hero items.

• Chen explains that this holiday season is especially high stakes for luxury multi-brand retailers because a few big players are stumbling – and everyone else is trying to capitalise. “Saks and SSENSE and Luisa Via Roma are three players that have faced pretty bad challenges this year,” she says. “They have opened up white space for their competitors on healthier financial footing to come in and basically eat their lunch and acquire their customers, acquire their sales.” The response is an aggressive push on clienteling and talent: retailers are not just targeting wealthy individuals, but also the salespeople and stylists who already manage those relationships.

Additional Resources:

• Brands Try to Get the Tone Right for Holiday 2025 | BoF 
• Inside Luxury Retailers’ Bare-Knuckle Fight to Win the Holidays | BoF 
• Black Friday Beauty Goes Beyond the Discount | BoF 

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