How Clienteling Can Save Luxury Brands in a Challenging Market

The luxury goods market, once a bastion of resilience during the pandemic, is now facing a harsh reality check. According to the Bain-Altagamma Luxury Goods Worldwide Market Study, global luxury spending totaled €1.44 trillion in 2025, a marginal decline of 1%-3% from 2024.

After years of robust growth, the market is now stabilizing. Bain & Company reports that personal luxury goods sales reached €358 billion in 2025, slightly below 2024's €364 billion. The sector is expected to return to moderate growth of 3%-5% in 2026.

The slowdown has hit major players hard. According to J.P. Morgan Global Research, a September 2025 survey revealed that 60% of consumers across the U.S. and Europe now use resale platforms to purchase secondhand luxury goods. The global luxury customer base has shrunk from 400 million in 2022 to 340 million in 2025 and may lose another 20-30 million consumers.

The secondhand luxury goods market continues to surge, with a 2024 value of USD 37.2 billion and a projected 2033 value of USD 77.8 billion, according to IMARC Group. In 2024, secondhand luxury sales rose 7%, outpacing growth in new luxury goods.

Despite these challenges, there are opportunities for brands willing to adapt. Mordor Intelligence reports that the global luxury goods market was valued at USD 464.1 billion in 2025 and is projected to reach USD 588.8 billion by 2030, with a CAGR of 4.88%. 

The Asia-Pacific region is expected to post the highest CAGR of 5.53%, driven by China's recovery and India's expanding affluent middle class.

But what can the broader luxury segment learn from this? The answer lies in personalization, specifically, through the strategic implementation of clienteling. This game-changing strategy helps luxury brands connect with shoppers across digital and physical channels.

Key Takeaways: Clienteling Best Practices for Luxury Brands

• Personalized Service Drives Loyalty: Data-driven clienteling allows brands to build lasting relationships with clients. According to McKinsey, personalization can reduce customer acquisition costs by 50%, lift revenue by 5% to 15%, and increase marketing ROI by 10% to 30%. When clients feel valued, they become advocates, 86% of brand-loyal consumers recommend their favorite brands to friends and family.

• Clienteling Tools Bridge Digital and Physical Channels: Modern clienteling platforms give sales advisors a unified view of each luxury client. According to PwC's 2025 analysis, 61% of Gen Z now prefer to discover new products in-store, while 79% of Gen Z and millennials integrate social media into their shopping journey (Bazaarvoice Shopper Preference Report 2025).

• Virtual Clienteling Reaches Tech-Savvy Early Adopters: Clienteling online opens new ways to engage clients who prefer digital touchpoints. Statista reports that 13.4% of total luxury goods revenue will be generated through online sales in 2025, and that the customer experience personalization software industry is projected to reach $11.6 billion by 2026.

• Integrating Clienteling Improves Customer Service: When brands integrate clienteling into their commerce operations, every interaction strengthens the clienteling relationship. Research shows that 93% of customers are likely to make repeat purchases from companies that offer excellent customer service, and that 65% of company revenue comes from repeat business.

• Intelligence-Driven Strategies Build Trust: Leveraging customer intelligence through clienteling fosters authentic connections. The SAP Emarsys Customer Loyalty Index shows true loyalty increased to 34% in 2024, while customers who trust a retail brand are 88% more likely to make repeat purchases (Deloitte 2024 Retail Industry Outlook).

Personalized Service Transforms Luxury Retail Experiences

In the current market, consumers are more discerning than ever. The 2024 Forbes State of Customer Service and CX Survey found that 81% of customers prefer companies that offer personalized experiences. Another 70% say it's essential to interact with employees who know their purchase history and preferences.

This is where clienteling is essential, the practice of building long-term relationships with customers through personalized service. Modern clienteling enables luxury brands to deliver customer service that goes beyond the transactional. According to Segment's 2024 report, 92% of businesses are already using AI-driven personalization to drive growth.

It's about understanding each luxury client's unique preferences, needs, and desires and tailoring the shopping experience to meet those expectations. Research shows consumers are 80% more likely to purchase from companies that offer personalized experiences (Epsilon) and 76% express frustration when they don't receive them (McKinsey). This approach helps luxury brands differentiate themselves and create lasting loyalty among their clients.

Clienteling Strategy Revitalizes Luxury Brands Through Four Proven Ways

1. Relationships Deepen Through Data-Driven Clienteling

Luxury customers are looking for more than just a product; they want an experience. Through data-driven clienteling, brands can build deep, meaningful relationships with their clients by offering personalized recommendations, exclusive access to new collections, and bespoke services. Fast-growing companies generate 40% more revenue from personalization than slower-growing peers (McKinsey).

For instance, a luxury fashion brand could use clienteling tools to identify customers' preferred styles and proactively recommend new items that align with those preferences. Research shows consumers spend 38% more when they have a personalized experience (Segment). This level of attention makes clients feel valued and understood, which is the foundation for driving repeat business and building trust.

2. Access to Enhanced In-Store Experiences Increases Conversions

Even as online shopping continues to grow, in-store shopping remains powerful. According to L.E.K. Consulting's 2024 study, 64% of Gen Z prefer in-store shopping to online shopping, and 92% conduct research before making a purchase. PwC's 2025 Holiday Outlook survey shows a 10-point increase in the share of Gen Z consumers planning to shop in-store more frequently.

By equipping sales associates with the right clienteling tools and insights, brands can offer a personalized in-store experience that rivals the convenience of online shopping. Integrating clienteling into their commerce strategy provides advisors with real-time access to inventory, customer profiles, and purchase history. NIQ reports that Gen Z's combined in-store mass merchandise and grocery purchases account for nearly 50% of their total spending.

3. Customers Develop Loyalty Through Personalized Experiences

In a market where brand loyalty is waning, modern clienteling can help luxury brands foster deeper connections with their shoppers. The SAP Emarsys Customer Loyalty Index 2025 reveals that true loyalty fell to 29% in 2025, a 5% drop from 2024, showing how fragile brand devotion has become. Nearly two-thirds of consumers demonstrate loyalty by making repeat purchases from brands they trust.

For instance, a luxury beauty brand could use virtual clienteling to offer personalized skincare consultations and product recommendations across digital channels. LoyaltyLion research shows that 85% of consumers say a loyalty program influences their decision to repeat purchase. Word spreads when customers receive this level of care: 60% of loyal customers tell friends and family about the brands they love (Yotpo).

4. Trust Builds Through Personalized Marketing Powered by Intelligence

Clienteling best practices aren't just about the in-store experience; they also encompass how brands communicate with clients across all channels. According to Adobe's personalization report, 68% of respondents said personalization initiatives exceeded targets and expectations for revenue, customer experience, and conversion rates.

For example, a luxury fashion brand could send personalized emails showcasing items that match a customer's previous purchases, or offer exclusive promotions on products they've shown interest in. Marketers now allocate roughly 40% of their budgets to personalization, nearly double the 22% allocated in 2023 (Contentful). Tech-savvy early adopters respond particularly well to this digital-first approach, with 64% of US shoppers reporting that AI has improved their retail experience in 2024 (SAP Emarsys).

The Way Forward: Clienteling Is the Future of Luxury Retail

The challenges facing the luxury market are significant, but they're not insurmountable. Looking ahead to 2035, Bain expects overall luxury spending to grow 4%-6% per annum, reaching an estimated €2.2-€2.7 trillion. By embracing a clienteling strategy and focusing on personalization, luxury brands can turn these challenges into opportunities.

As the luxury market continues to evolve, the brands that will thrive are those that can adapt to changing consumer behaviors. The global loyalty management market is projected to grow from $6.47 billion in 2023 to $28.65 billion by 2030, at a CAGR of 23.7% (Fortune Business Insights). Clienteling is not just a strategy; it's a mindset, one that can help luxury brands master the complexities of the current market and emerge stronger than ever.

In an era when consumers have more choices than ever, luxury brands that prioritize clienteling and personalization will stand out. By investing in relationships, enhancing the in-store experience, and leveraging data for personalized marketing, luxury brands can not only survive but also thrive in the years ahead.

How BSPK Clienteling Unified Commerce AI Can Help

BSPK's unified commerce AI platform empowers luxury brands to implement clienteling best practices at scale. Our solution connects online and in-store retail channels, giving your sales advisors a complete 360° view of every luxury client's preferences, purchase history, and engagement across all touchpoints. Learn more about our platform.

Our clienteling tools enable seamless messaging across SMS, WhatsApp, WeChat, Line, Email, and more, all from one hub. Sales advisors can share rich media, curated collections, and personalized recommendations directly with clients, creating the digital experiences that tech-savvy early adopters expect.

With BSPK's AI-powered segmentation and smart client lists, your team can identify outreach opportunities based on engagement, purchases, and custom criteria. Our actionable task lists streamline follow-ups for thank-you messages, birthdays, appointments, and abandoned checkouts, enabling meaningful conversations that build trust.

The platform's advanced analytics track engagement, sales impact, and team performance across stores and regions. This intelligence helps you measure the success of your clienteling strategy and continuously refine your approach to maximize the clienteling customer relationship.

BSPK integrates seamlessly with platforms like Shopify, Salesforce, and SAP, making it easy to start incorporating clienteling into your existing commerce operations. Our enterprise-grade security, custom branding options, and granular permissions give you complete control while delivering the personalized service your clients deserve.

Frequently Asked Questions About Clienteling for Luxury Brands

What is clienteling, and how does it differ from traditional customer service?

Clienteling is a proactive approach to building long-term client relationships through personalized service and data-driven insights. Unlike traditional customer service that reacts to customer needs, modern clienteling anticipates them. Sales advisors use clienteling tools to maintain a complete view of each client's preferences, purchase history, and interactions across all channels, enabling them to deliver tailored experiences that create loyalty and trust.

How can virtual clienteling help luxury brands reach digital shoppers?

Virtual clienteling extends the personalized in-store experience to digital channels, allowing brands to engage clients through video consultations, messaging apps, and curated digital lookbooks. This approach reaches tech-savvy early adopters who prefer digital touchpoints while maintaining the high-touch service that defines luxury retail. Clienteling online creates new ways to connect with shoppers who may not visit physical stores regularly but still value personalized attention.

What are the key benefits of integrating clienteling into unified commerce?

Integrating clienteling into unified commerce creates a seamless experience across all touchpoints. Sales advisors gain access to real-time customer data, inventory information, and communication history in a single platform. This integration eliminates data silos, improves consistency in customer service, and enables personalized experiences across online, in-store, and mobile channels. The result is stronger clienteling customer relationships and increased loyalty.

How does data-driven clienteling improve the luxury client experience?

Data-driven clienteling leverages customer intelligence to anticipate needs and personalize every interaction. By analyzing purchase patterns, browsing behavior, and communication preferences, brands can proactively recommend products, notify clients about new collections, and create targeted promotions. This approach transforms the shopping journey from transactional to relational, making each luxury client feel uniquely understood and valued.

What is the best way to start implementing a clienteling strategy?

The best way to start is by choosing a clienteling platform that integrates with your existing commerce systems and provides your team with actionable client intelligence. Begin by training sales advisors on clienteling best practices and equipping them with tools for personalized outreach. Focus first on your most valuable clients, then expand as your team builds confidence. The word will spread as clients experience the difference, creating a path to sustainable growth and deeper brand loyalty.

Transform Your Luxury Brand with BSPK Clienteling Solutions

The stabilization in luxury sales is a wake-up call for the industry. It's time for luxury brands to rethink their approach and invest in strategies that prioritize the customer experience. Clienteling offers a path forward, one that helps luxury brands reconnect with their customers, rebuild loyalty, and reverse the downward trend.

As we move into 2026, luxury brands that embrace modern clienteling will lead the way into a new era of personalized, experience-driven retail. BSPK's unified commerce AI platform provides everything you need to implement a successful clienteling strategy, from intelligent client profiles and seamless messaging to advanced analytics and enterprise-grade integrations.

Ready to see how BSPK can transform your client relationships and drive sustainable growth? Schedule your personalized demo today and discover the power of unified commerce clienteling for your luxury brand.