Last night I took part in the #MayfairCollective panel discussion talking about all things menswear in the lead up to London Fashion Week Men’s LFWM. Teo van den Broeke. Style Director, Esquire magazine, was a fellow panelist and said something interesting about how, on his recent trip to Milan, the luxury brands there told him they wanted to appear ‘warmer’ to consumers.
This is welcome news and also timely as their stand-offish approach is alienating consumers and becoming increasing sterile. They realise they've found themselves stuck in a luxury cul-de-sac with sales slowing and boredom setting in.
There was a time when the brands controlled the consumer. The consumer was supposed to be grateful that they were allowed into the luxury shop, buy the luxury goods and walk out with a luxury bag. Thank you, thank you, thank you...
Things have changed and the power is, now, in the hands of the consumer. The market is saturated, there’s more competition than ever and people are being short-changed with the quality of many of these ‘luxury’ goods.
Brand warmth comes from personality, inclusivity and a friendliness, which many brands, without a strong central figure, will find it difficult to find. It’s about tone of voice, retail environment and brand messaging.
This is a big shift for these companies and will take time. I think they need to think small to go big. People like to buy from people they know or feel like they know. They need to think about the cities and neighbourhoods they are in. They brands can have an overall message, but they need to tailor it for the specific consumers and locations.
They have stopped with the identikit shop fits, but it going to take instinct, trust and a more organic feeling of change, which these very rigid luxury brands will worry about. Addicted to control, it’s something they need to wrestle away from themselves otherwise it they will, eventually, suffocate their businesses or be replaced by those who do.