TESTIMONIALS

This is the tale of 2 very different luxury brand experiences. Item #1; a luxury leather purse. It arrived in a plain brown box (no smile) with no logo. Inside, plain brown paper with no logo, with a branded sticker (at last, something near a brand experience). No thank you card, just the receipt in a plain black envelope. I felt no shopper’s delight in unwrapping it and it definitely didn’t feel like a “moment”; Will I shop the brand again? Maybe, but the brand relationship is tarnished and I don’t feel special. Item #2 Two silver bangles from francescalacagnina.com. They arrived in a branded gift box tied with a silken ribbon, with a personalized note in beautiful calligraphy. The bangles were nestled in a drawstring bag (branded). Alas! The bangles were too small. Three text exchanges with the designer and I was on my way to having them replaced with ones that fit perfectly. The at-home experience was rewarding, and I felt a distinct thrill when I slid them onto my arm. Will I shop the brand again? Yes! I have discovered a new favorite brand. Luxury brands note: If you expect your customers to stay loyal, pay attention to the in-home brand experience. Customers are looking for an enticing branded experience, even at home. Make every shopping moment matter. Happy Holidays!

Fiona Remley

Head of Marketing, Strategic Account Services, Amazon.

Dear Francesca,

Often, I go into Essenza hoping to find treasure and there was the moonstone ring you made, and it fit perfectly on my 60 year old finger and made me feel like it was meant to be mine. And the best part is that I am wearing it-in the garden, in the kitchen, at the nursery and the coop. I find myself admiring it constantly. I almost never wear jewelry.. I have a few pieces I covet but I rarely put them on. So I wanted to write to tell you that I LOVE my ring. Thank you.

Trish

I want you to know that i love my ring. In the past, i have fallen in love with necklaces and bracelets and rings and they live on my body for a day and then one day a month and then the affair is over. This ring is like a friend. I love to take it on adventures that I’m a little concerned over my obsession, I might have a car accident while admiring it, and sometimes I’m worried that I’ve gone over to the other side of being owned by ones possessions.. but that inspires me to be more kind, more loving, more generous, more earthy. So there. Hope you are well.

Trish

Thank you for creating the ring I have been searching for forever. I wear it nearly everyday. It is so beautiful and cannot believe it is mine at times. Looking at it now…it is simply perfect. Wishing you much success!!!

Teresa