{
  "docId": "019dd923-5de0-76bd-a167-7e4af6d8c3d4",
  "docSlug": "1bb7aa636aa231dc",
  "documentTitle": "True-Luxury Global Consumer Insights",
  "authorId": "BCG",
  "authorName": "BCG",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 62,
  "pageCount": 80,
  "prevPage": 61,
  "nextPage": 63,
  "slideType": "pain_points",
  "function": "diagnose",
  "density": "balanced",
  "nDataPoints": 3,
  "notes": null,
  "elementsJson": [
    "headline_text",
    "paragraph",
    "bar_chart_stacked",
    "footnote"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a167-7e4af6d8c3d4/62",
  "deckHref": "/decks/019dd923-5de0-76bd-a167-7e4af6d8c3d4",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a167-7e4af6d8c3d4.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a167-7e4af6d8c3d4#slide-62",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "Less than half of Luxury consumers are truly satisfied with their overall experience and feel it was above expectations.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-acb5-76f0-a0ad-8f1ac7e129e0",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.66,
        "w": 0.23,
        "x": 0.608,
        "y": 0.16
      },
      "kind": "chart",
      "text": "Stacked bar chart showing 44% Satisfactory, 45% Sufficient, 11% Underwhelming",
      "attrs": null,
      "subkind": "bar-stacked",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "3a498593-73e1-4490-9228-ade849c7b228",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "Customer satisfaction: 44%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-acb5-76f0-a0ad-91ce6188a68d",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.4,
        "x": 0.05,
        "y": 0.5
      },
      "kind": "paragraph",
      "text": "Less than half of Luxury consumers are truly satisfied with their overall experience and feel it was above expectations",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "5ea430c3-554a-442e-97af-c4c806660d86",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.05,
        "w": 0.5,
        "x": 0.05,
        "y": 0.95
      },
      "kind": "source-note",
      "text": "Source: BCG-Altagamma True-Luxury Global Consumer Insight Survey Mar/Apr '23 (2.6 K respondents in 6 countries)",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "16138839-c151-4b56-b855-6268e566559c",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.4,
        "x": 0.05,
        "y": 0.25
      },
      "kind": "title",
      "text": "...yet customers are still not happy",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "8b35403e-cc99-4fd1-8b42-6a95796286c3",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [
    {
      "metricRaw": "Customer satisfaction",
      "numberRaw": "44%",
      "numberKind": "percent",
      "actionTitle": "...yet customers are still not happy",
      "calloutText": "Less than half of Luxury consumers are truly satisfied with their overall experience and feel it was above expectations.",
      "numberScale": null,
      "numberValue": 44,
      "metricFamily": "survey_sentiment",
      "numberCurrency": null
    }
  ],
  "tools": [
    {
      "name": "The Turn",
      "slug": "the-turn",
      "agent": "Storyteller",
      "layer": "loop",
      "matchId": "019dd95a-1575-7358-970a-9f477fb4b08c",
      "evidence": "Pivot from 'we know omnichannel' to 'but it isn't working'.",
      "confidence": 80
    },
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019dd95a-1575-7358-970a-99391af74652",
      "evidence": "'...yet customers are still not happy' delivers turn.",
      "confidence": 85
    },
    {
      "name": "Unexpected Pattern",
      "slug": "unexpected-pattern",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019dd95a-1575-7358-970a-a3de04929dc7",
      "evidence": "Sub-50% satisfaction subverts expected omnichannel maturity.",
      "confidence": 70
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 71,
      "from": 58,
      "beatId": "019dd95a-0702-74a3-87e2-c61978b1f56c",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": "consultants-gambit-evidence-proof",
      "evidence": "Digital Discontent diagnosis backed by 2,600 customer journeys and survey data.",
      "position": 4,
      "confidence": 70,
      "parentBeatName": "Evidence",
      "parentBeatSlug": "evidence"
    },
    {
      "to": 80,
      "from": 58,
      "beatId": "019dd95a-0702-74a3-87e2-d755083d9250",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Action (Now What)",
      "beatSlug": "triple-take-the-action-now-what",
      "evidence": "Digital Discontent diagnosis and 'How brands can master the CX' recommendations.",
      "position": 3,
      "confidence": 55,
      "parentBeatName": "Resolution",
      "parentBeatSlug": "resolution"
    }
  ],
  "loops": [
    {
      "to": 66,
      "from": 61,
      "name": "Myth Buster",
      "slug": "12-myth-buster",
      "bestFor": "Rebranding, changing market perception, correcting false assumptions",
      "matchId": "019dd95a-088c-724c-b30f-06810c9927d3",
      "evidence": "p61 'omnichannel for over a decade', p62 '...yet customers still not happy', p66 reframes as two emotional + functional gaps.",
      "position": 8,
      "objective": "Bust the myth that omnichannel is solved; reveal Digital Discontent",
      "structure": "The Common Belief -> The Friction/Failure of that Belief -> The New Truth",
      "confidence": 80,
      "description": "Address a common misconception head-on to clear the room for a new truth"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}