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The Luxury Industry: Customers and Luxury Experiences

Understand the role of customer experiences in the luxury industry and what luxury experiences may look like in the future.

2,313 enrolled on this course

The Luxury Industry: Customers and Luxury Experiences

2,313 enrolled on this course

  • 3 weeks

  • 3 hours per week

  • Digital certificate when eligible

  • Introductory level

Find out more about how to join this course

Explore the evolution of the luxury industry through time

Though ‘luxury’ is an established topic, the industry is very much alive and constantly evolving, with changing definitions through time, cultures, and industry.

On this three-week course, you’ll investigate the origins and heritage of the luxury industry before examining the evolution of customer experience (CX), as well as developments for the future.

This course will help you gain a practical insight into how companies offer contemporary experiences that foster the relationship between brands and their loyal customers.

Understand cultural perspectives on the luxury experience

As you delve into the luxury industry, you’ll explore how perspectives on luxury change across cultures and industries.

This will give you a global view of luxury and help you understand the importance of culture and points of view in the luxury industry.

Delve into the customer journey and CX

Customers are central to any business. On the course, you’ll break down the customer journey, and explore the importance of understanding the customer’s point of view. This will help you investigate the relationship between the customer and luxury brands in co-creating the luxury experience.

You’ll focus on the customer experience (CX) within the luxury industry and explore the companies that are doing CX right. Within this, you’ll understand how personalising customer service is key to luxury.

Look to the future of customer experience with Glion

With your understanding of the past and present of the luxury industry, you’ll look to the future and the changing face of the luxury experience.

With expert insights from the Glion Institute of Higher Education, you’ll explore the pillars of outstanding customers relationships and how technology and data will affect the future of the workforce and training.

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Skip to 0 minutes and 2 secondsHello, my name is Barbara, and I am going to take you through a course on the luxury industry, its customers, and its experiences.

Skip to 0 minutes and 17 secondsWhat is the definition of luxury? It is an essential question which is often hard to answer. Does looking at the evolution of luxury over time help find our answer? What about how customers relate to luxury brands in modern times? And how can brands create transformational experiences for a luxury customer? This course will help you answer all these questions and envision what the future of the luxury industry will be. I invite you to register on the course and start your learning journey today!


  • Week 1

    The origins and heritage of luxury

    • Welcome to the future of the luxury experience industry

      This introduction module will present the course objectives, your faculty, and the benefits of learning more about the luxury industry, its customers and its experiences.

    • The origins and definitions of luxury

      A first perspective of how luxury has evolved as a concept over time, around the world and across industries. It will enlighten you on the exciting times the luxury industry is living in today by learning more about its past.

    • Cultural perspectives of luxury

      The concept of luxury has evolved over time, but it has also been taken by cultures differently, developing nuances based on how luxury becomes an expression of aspirational desires of groups of people.

    • The value of luxury

      We will uncover how luxury is developing in the hospitality and service industries. We will explore peoples desire to align luxury experiences to their personal values.

    • Week 1 - Wrap up and connect

      Take your first assessment and see how you have progressed so far: it’s time to refresh your initial ideas about luxury and reflect on how there is much more to uncover over the next two weeks.

  • Week 2

    Customer experience in the luxury industry

    • Welcome to Week 2

      Learn more about this week’s activities, about the importance of learning more about customer experience (or CX) and why this is important when learning more about luxury.

    • The customer journey

      We begin to define customer experience in general, flowing down to how it becomes relevant for the luxury sector.

    • Staging the customer experience

      Explore techniques to make it possible for brands to implement luxury experiences in their operations.

    • Customer experiences

      Explore and you refine ideas about the relationship between luxury and customer loyalty. You will hear from an industry expert and define and define essential pillars to create outstanding customer relationships.

    • Week 2 wrap up and connect

      You have reached the end of the second week of this course. Take your assessment to see how well you have progressed.

  • Week 3

    The future of customer experience

    • Welcome to Week 3

      Review the week’s objectives and how it relates to the learning outcomes. We start our discussion around the future of the luxury industry and what we can predict about it

    • The changing face of the experience

      Explore how data sets, loyalty measurement, and technological solutions will bring new opportunities and challenges to the industry.

    • The transformation economy and luxury

      This part of the course envisions how the transformation economy mindset may influence company culture, talent development and luxury customer experiences.

    • Where now?

      The end of the course is near. It is time to reflect on the learning assimilated and recap our initial big question to understand how much of your original idea about the future of luxury was affected by the content we provided.

    • Wrap up and connect

      Congratulations on reaching the final step of this course. Thanks you for taking part in the discussions, assessments, and engaging over the last three weeks!

When would you like to start?

Start straight away and join a global classroom of learners. If the course hasn’t started yet you’ll see the future date listed below.

  • Available now

Learning on this course

On every step of the course you can meet other learners, share your ideas and join in with active discussions in the comments.

What will you achieve?

By the end of the course, you‘ll be able to...

  • Explain the development of the luxury industry through time.
  • Explore the relationship between luxury brands and their loyal customers in creating luxury experiences.
  • Investigate future market offers that strengthen customer relationships.

Who is the course for?

This course is designed for anyone interested in the luxury experience industry. You may be an industry professional or a student wanting to pursue a career in this field.

Who will you learn with?

Barbara serves as Academic Dean and Head of Luxury Brand Strategy Specialization at Glion Institute of Higher Education. She is an expert in luxury marketing and history of hospitality.

Who developed the course?

Glion Institute of Higher Education

Glion Institute of Higher Education is ranked number three in the world’s top institutions for hospitality management, and number two for employer reputation. It has campuses in Switzerland and London.

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Ways to learn

Choose the best way to learn for you!

Subscribe & save


For the first two months. Automatically renews

Develop skills to further your career

  • Access to this course
  • Access to 1,000+ courses
  • Learn at your own pace
  • Discuss your learning in comments
  • Tests to boost your learning
  • Digital certificate when you're eligible

Cancel for free anytime

Buy this course

$99/one-off payment

Fulfill your current learning need

  • Access to this course
  • Learn at your own pace
  • Discuss your learning in comments
  • Tests to boost your learning
  • Printed and digital certificate when you’re eligible

Limited access


Sample the course materials

  • Access expires 27 Dec 2023

Find out more about certificates, Unlimited or buying a course (Upgrades)

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