Marketing
September 1, 2020
Many luxury brands have struggled to fill their stores due to poor service. But this issue isn’t just unprofitable; it also destroys brand equity. Image credit: SSENSE, Haitong Zheng
{"ct":"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","iv":"e410edf424c220139a1059b46d1559d5","s":"f5be4ee2c5560207"}
Share your thoughts. Click here