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":"942a71b4f3f3fb07a3af2a262209b95a","s":"245c71083fd1af05"}
Share your thoughts. Click here