As we enter 2025, we know that the luxury jewellery industry is still recovering from the market volatility and changing consumer behaviours seen in 2024.
While the sector has proven to be resilient in the face of adversity, the last year highlighted just how important it is for brands to adapt quickly and add true, tangible value for their customers.
As you enter the new year and begin looking at strategy adaptation, a key consideration for luxury jewellery businesses to remain competitive should be enhancing the customer experience through personal delivery via a white glove concierge.
This service offers a level of exclusivity and care on top of the product itself, that further aligns with the expectations of today’s luxury consumers, ensuring that your brand stands out in a crowded and competitive market.
Find out more about the By Appointment touch, and why adopting our luxury concierge onto your service delivery, maybe just enough to give your jewellery that competitive edge, and further justify the price point to your clientele.
Why 2025 is a year for change?
One of the most significant shifts in 2024 was the rise in consumer desire for personalised experiences. 81% of consumers say they would prefer a company that delivers these personal touches, and what therefore can set top-tier brands apart is their ability to offer something beyond the product itself.
If the trends we saw across 2024 continue, businesses who fail to adapt to these changes consumer behaviours will fall behind, and become a second priority for luxury shoppers.
Consumers now seek more than just ownership and materialism – they want to feel a connection to the brands they support. This is where personalised services, such as personal, white glove delivery, come into play.
What is a white glove service?
It’s a service that goes beyond typical courier services by offering 1:1 engagement with the customer, allowing them to receive their purchase at their preferred time and location, with product demonstrations where appropriate.
This bespoke service reinforces the perception of exclusivity that your brand should be striving to maintain in your 2025 operational strategy. Private delivery services, which guarantee a secure and tailored experience, provide an additional sense of assurance that builds the perceived value of the brand.
As the luxury jewellery market becomes more competitive, personal delivery is emerging to be vital for differentiation. In 2024, as the world faced ongoing disruptions, consumers turned to brands they could trust.
Those offering personal delivery services, which ensure that an item is delivered directly to the customer by a concierge, provide an added layer of security and intimacy – in turn, brands reported far higher customer satisfaction.
An elevated customer experience through white glove delivery
When it comes to luxury, the concept of white glove service takes the customer experience to a new level. White glove delivery, which is characterised by meticulous attention to detail, packaging, and handling, is no longer a nicety for luxury brands—it is a necessity.
The definition of white glove service in the context of luxury delivery includes personalised handling, secure transportation, and seamless communication throughout the delivery process – all of which our boutique experience service offering handles.
In 2024, white glove service became a defining factor for many luxury brands aiming to maintain their premium status amidst the market downturn. According to a report by Deloitte, 83% of luxury consumers stated that customer service significantly influences their purchasing decisions, especially when it involves high-end jewellery.
Why This Matters in 2025
The trends from 2024 suggest that the luxury market in 2025 will continue to prioritise customer experience as a key differentiator. While economic pressures may persist, the demand for personalised, high-quality services will grow.
Luxury jewellery brands that focus on adding value through services like personal delivery and white glove delivery will build stronger relationships with their clients, ensuring loyalty in a period of uncertainty.
Enquire today to add our personal touch, to your luxury brand.
