Creating the World's Best Client Experience The Luxury Brand Experience with Lilian Raji
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Apr 10, 2025 
Lilian Raji, a luxury brand specialist and president of the Lilian Raji Agency, shares her expertise in connecting emotionally with clients in the luxury market. She emphasizes that true luxury is about quality and heritage, not just price. Raji discusses the balance between exclusivity and accessibility, and the importance of listening to customer feedback for enhancing experiences. She shares insights on overcoming resistance to change and refining brand messaging to elevate client relationships. Tune in for her expert advice on transforming luxury branding!
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Luxury Defined Beyond Price
- Luxury is defined more by quality, heritage, and emotional connection than by price point.
- Customers pay premium prices because of how the luxury item makes them feel uniquely special and valued.
Refine Messaging Through Customers
- Start refining your messaging by analyzing feedback from your existing customers to find common themes.
- Use these insights to attract a broader audience without alienating your current clients.
Jeweler Reinvented as Watchbox
- Lilian helped transform a century-old jeweler into Watchbox, a global pre-owned watches brand.
- Her PR strategy secured major media coverage attracting a $100M investment and worldwide expansion.