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  "documentTitle": "True-Luxury Global Consumer Insights 9th Edition",
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      "text": "Luxury consumers are looking for the same level of exclusivity, human touch & pampering when online (as they receive offline) – and the lack of these is heavily impacting their satisfaction with online experience",
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      "text": "Tablestakes, like product availability and payment options, are expected by luxury customers as basic requirements and are needed to \"bridge the gap\" with retailers online",
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      "text": "Luxury consumers are looking for the same level of exclusivity, human touch & pampering when online (as they receive offline) – and the lack of these is heavily impacting their satisfaction with online experience",
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      "text": "1. Level of impact that the \"Unmet Need\" has on the level of dissatisfaction customers experience with their online experience (measured through NPS)\nSource: BCG-Altagamma True-Luxury Global Consumer Insight Survey Mar/Apr '23 (2.6 K respondents in 6 countries)",
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      "text": "The Digital Discontent is built on two gaps: with mass retailers on functional tablestakes & with in-store luxury on emotional differentiators",
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