In the dynamic world of luxury, merely satisfying customers is a thing of the past. Today, the challenge lies in consistently exceeding their expectations amidst rising demands and fierce competition. How can luxury brands attract, retain, and genuinely delight their discerning clientele?

The answer, according to the most successful luxury companies, is Relational Intelligence. This isn't just about transactions; it's about forging profound emotional connections with customers of all backgrounds, personalities, cultures, and age groups – before, during, and after a purchase. It requires every employee, not just the sales team, to become a passionate brand ambassador, embodying the company's core values.

For over 15 years, Dr. Michaela Merk has been at the forefront of decoding these critical success factors. Her groundbreaking research into Relational Intelligence in the luxury sector, including her doctoral thesis and bestselling book "Managing Luxury Sales Teams," has equipped countless organizations with the tools to thrive.

In her captivating keynote, Dr. Merk takes you on an inspiring journey to the summit of customer excellence. You'll explore five essential stages for building strong, sustainable customer relationships, each illuminated with concrete examples, scientific insights, and practical advice you can implement immediately. Get ready to leave inspired, confident, and empowered to activate the power of Relational Intelligence as early as tomorrow.

About Dr. Michaela Merk

Expert in Luxury Codes: With 20 years of close collaboration with leading luxury houses like Chanel, Hermès, Louis Vuitton, Rolex, and L'Oréal Luxe, Michaela brings unparalleled insight into training, keynotes, consulting, and coaching within the sector. She has also led numerous conferences and workshops on customer relations and experience.

Expert in Luxury Customer Experience & Relationship: Michaela's extensive research on customer experience through the lens of Relational Intelligence is evident in her doctoral thesis and published works. Her bestseller, "Managing Luxury Sales Teams," is a testament to her deep understanding, featuring invaluable insights from sales associates and managers across the industry. She also held executive roles, including General Manager of Estée Lauder Germany and Marketing Director for L'Oréal Luxe, overseeing sales teams in premium and luxury environments.