"Luxury is about the relationship between the brand and the customer," said Gustavo Gomez, director of research and methodology at Envirosell, New York. "Providing a high level of service will reinforce the relationship, which translates to brand loyalty in the future.
"Customers will remember how the brand helped them out despite the blizzard," he said. "On the other side, those that fail to provide the high service expected of the brand will risk losing the customer. Customers might equate the experience to bad service overall and not consider the circumstances surrounding the experience."
