Wisely Insights | The luxury industry research agency

Who We Are

We help premium and luxury brands gain insights into their clients by:

Understanding customers and uncovering their expectations
Discovering shopping behaviors
Validating store concepts
Assessing the omnichannel situation
Evaluating brand performance vs. competitors
Monitoring pricing strategies

Wisely Insights is part of the Customer Experience Group (CXG).

CXG thrives on the synergy of its five main agencies, which have decades of expertise in Customer Experience. The Group is supported by teams in our 17 global offices.

Find out more

What We Do

Here are some of the main challenges we have successfully helped our clients address.

Customers

Gain in-depth understanding of luxury brands’ customers
Segment customers
Uncover customers’ experiences and expectations across all touchpoints, revealing potential gaps and how to bridge them
Identify best practices and lost moments

Shopping Behaviors

Identify customers’ purchase journeys through all touchpoints
Understand purchase triggers and barriers
Quantify the size of lost and gained opportunities
Define action plans to optimize conversion rate and boost sales

Store Environment

Pre-test or validate store concepts
Understand how a store concept facilitates its exploration
Identify hot/cold zones, and role and perception of visual merchandising
Confirm if store conveys the brand’s intended positioning
Define rooms for optimization

Omnichannel

Optimize omnichannel strategies
Understand the role and level of alignment of each touchpoint to boost brand performance and perception

Brand Performance

Identify brand’s funnel and perception vs. competitors
Understand brand SWOT and perception of marketing mix

Pricing Strategy

Benchmark price positioning with key competitors, across markets
Optimize pricing strategies across markets

How We Do It

We use customized approaches and a wide array of methods, to meet our clients’ needs.

Qualitative methodologies

Focus groups

Individual interviews

Ethnographic interviews

Accompanied shopping interviews

Quantitative methodologies

Store intercepts

Web intercepts

Online interviews

Our Team

Carole Vienne

Managing Director

Audrey Brandazzi

Senior Research Manager

Beatrice Deng

Research Analyst

Monica Lin

Research Analyst

Testimonials

"I finally find the time to thank you for our flagship store concept research, which was highly appreciated by the teams and allowed them to move forward with the project. I even presented the key learnings to our CEO! Thank you for everything."

Customer Research Director
Premium Fashion

"It was an equally shared pleasure to work with you on this amazing project! We really appreciated your professionalism, proactivity and flexibility. I will definitely recommend you to my successor."

Market Research Director
Luxury Cosmetics

"I presented the results of the conversion rate study to our zone presidents and country managers and all were very interested by the insights and key learnings."

Retail Excellence Director
Luxury Fashion

"We thank you for the quality of the support you provided regarding our different challenges and which was very beneficial to us. Shall we decide work around these issues again, we will definitely call you."

Global Retail Director
Premium Cosmetics

News

Improve Engagement with Your Chinese Customers

Chinese customers matter! In fact, according to recent studies, they account for 32% of luxury sales worldwide, and spend twice as much on luxury goods per year, compared to French or Italian households.

To help you maximize this opportunity, Wisely Insights is launching syndicated research into two categories: Watches & Jewelry and Fashion. We aim to:

Gain in-depth knowledge of Chinese customers’ purchasing behaviors and journeys;

Learn their expectations in terms of environment and service in luxury stores, when they buy locally and overseas, and;

Identify best practices and lost moments

Insights and recommendations derived from this research will help you better engage with this high value market, boosting your sales.

If you would like to know more about this research, and how to get the report, kindly contact us through the form below. But act quickly, since we are launching soon!

Insights that impact!