BUILD CUSTOMER LOYALTY THROUGH EXPERIENCE: A HOSPITALITY-DRIVEN APPROACH

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In today’s luxury landscape, retail must compete with a growing range of experience-driven spending. This conversation explores how a hospitality mindset can elevate the in-store experience and build lasting loyalty. Ken Giddon, Co-Owner of Rothmans, brings decades of experience growing a leading independent menswear retailer, with a focus on service and relationships at the core of the business. He is joined by Frederick Lesort, director of business development at Le Colonial, whose background across some of the world’s most respected hospitality groups offers a global perspective on how thoughtful environments and exceptional service create memorable, repeatable customer experiences.