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":"d8b704e4618ca450abdaf692969157f3","s":"bf7c899e3dd297f0"}
Share your thoughts. Click here