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":"adcd782fdc157da05b76c19b13f5cada","s":"2f8fe6390dd77494"}
Share your thoughts. Click here