In a world where every detail influences customer loyalty, the high-end customer experience is becoming crucial for the luxury, wealth management and family office sectors.
Philippe Mossier, Market Head Continental Europe at Pictet Asset Services, moderated a panel at the Luxembourg Wealth Day in Paris, bringing together leaders such as Philippe Schaus, CEO of Moët Hennessy, Anice Chlagou, Managing Partner of Letus Private Office,and David Liebmann, Deputy Sales Director Europe at Lombard International. They explored how to deliver an experience built on trust, excellence and exclusivity. At a time when technology is redefining expectations, this meeting sheds light on strategies for transforming the customer relationship into a solid partnership.
Trust: the pillar of customer relationships
Trust is often considered the cornerstone of lasting relationships. Lombard International, which specializes in cross-border life insurance solutions, invests in transparency and constant communication to build loyalty among a highly demanding clientele. David Liebmann emphasized that "the importance of building reliable solutions is crucial, especially in long-term projects. Sometimes this means saying no, to guarantee the best solution for our customers, even if this may seem counter-intuitive. "Thus, Lombard International ensures meticulous asset management and regularly informs its customers about the status of their investments, their options, and international legislative changes, guaranteeing a sense of security.
Philippe Schaus added, for his part, that "in luxury, the relationship of trust is based on integrity and personal connection. Customers are looking for an authentic relationship, where we are guided by a sincere desire and not just sales pressure. "At Moët Hennessy, this serenity translates into a deep commitment to quality and tradition, through every stage of luxury wine and spirits production.
Anice Chlagou of Letus Private Office, positioned on wealth support for first-generation entrepreneurial fortunes, explained that "la reliability is essential, and we have no room for error. Our mission is to save our customers time, by taking on high value-added tasks. This goes beyond asset management; it's comprehensive support, almost like outsourced general management."For Letus, transparency is not just about investment choices, but also about personal issues such as estate management or private concierge services.
Excellence: attention to detail
Excellence in customer experience isn't limited to high-end products; it also manifests itself in meticulous attention to detail. Philippe Schaus, whose Moët Hennessy company embodies exceptional savoir-faire, said that "our customers, who lead hectic lives, come looking for a break and a timeless experience. More than a product, they are looking for a moment of serenity, a return to essentials, far from the hustle and bustle. "The brand is careful to offer much more than a product: a true immersion in the art of living, where each tasting, each bottle, is designed to offer a unique experience.
In wealth management, Pictet Asset Services stands out for the precision and diligence with which it manages the financial needs of its often ultra-fortunate clients. Philippe Mossier explains that at Pictet, every client interaction is meticulously planned to ensure smooth and memorable management. "Personalization and excellence in execution are essential to generate lasting emotion. This emotion combined with quality service creates an unrivalled customer experience, essential for building loyalty. " Particular attention is paid to cultural and legal differences, which is essential for customers often from diverse backgrounds.
Anice Chlagou, meanwhile, stressed the importance of expertise in understanding the legal and cultural issues specific to each customer. "In our family office model, we have chosen a fixed-fee structure to preserve our independence. This reduces conflicts of interest and allows us to build strong, lasting relationships, because customers know that we act for their best interests above all." Here, Letus Private Office offers a personalized support service, addressing transgenerational concerns or organizing tailor-made services, illustrating the company's holistic vision.
Exclusivity: a distinctive feature
Exclusivity is a fundamental aspect of the customer experience in the luxury and wealth management sectors. Moët Hennessy, under the direction of Philippe Schaus, creates rare and exclusive events to build customer loyalty. These immersive experiences, such as dinners in private art galleries or private tastings, are carefully orchestrated to make customers feel part of an exclusive circle. "In luxury, we create a sense of belonging to a privileged circle. Offering unique experiences, such as a private event or immersion, reinforces this sense of exclusivity, which is essential for retaining wealthy customers."
Anice Chlagou of Letus Private Office explains that "in our family office, we don't just manage assets; we provide personalized support for our clients in a variety of aspects, from generational transition to philanthropic projects. This level of service enables us to meet very specific expectations and strengthens our relationship of trust over the long term." This approach creates an authentic connection where customers feel not only valued, but understood in their subtlest aspirations.
Technology and Humanity: crucial balance
Speakers stressed the need to strike a balance between technology and human interaction to meet the expectations of a modern, demanding customer base. "Our customers expect greater responsiveness thanks to digital tools, but the essence of our service lies in human advice and accumulated experience, which today's artificial intelligences cannot replace," said David Liebmann. This enables customers to track the progress of their investments and get answers quickly, while benefiting from the human support of advisors available to answer more complex queries.
In areas such as wealth management, where solutions are often complex and must comply with a variety of legal constraints, technology helps optimize processes and facilitates transaction transparency. David Liebmann clarified that, while technology is essential to support processes, "technology integration is crucial to meeting expectations, but, ultimately, it's the human engagement that counts. We need to keep that connection, because technology alone cannot replace the emotion and trust shared with our customers."
Philippe Mossier concluded by emphasizing that "beyond the commercial stakes, we are guided by a moral principle: we must engage with our customers authentically, aligning their interests with our own to create a lasting relationship. "The combination of automation and human intuition is essential to making every customer feel unique and valued.
The high-end customer experience is built on trust, excellence and exclusivity. By combining transparency, attention to detail and unique experiences, companies reinforce their value and build customer loyalty in a competitive market.
As Philippe Schaus reminds us, "luxury is that subtle balance between modernity and tradition." By incorporating these fundamental principles into their strategy, companies can not only build customer loyalty, but also position themselves as benchmarks in their respective sectors, bringing lasting value to a highly sophisticated customer base.
This post was translated from the original French.