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  "documentTitle": "The State of Fashion Luxury",
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      "text": "Clients are largely satisfied with their shopping experience but still encounter friction points that could harm their long-term relationship with brands.",
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      "text": "Question: Do you think the in-store luxury experience has gotten better, worse or stayed the same over the last few years?",
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      "kind": "quote",
      "text": "I came in looking to purchase a watch. My advisor was not knowledgeable of the timepiece, couldn't find a strap, gave me the wrong info. Horrible. — US",
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      "text": "When you purchase a several thousand-dollar bag, you expect elevated aftercare and repair services. Not to have to pay half of the price tag again a year later. — Europe",
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      "text": "At a Michelin star restaurant, everyone is treated the same regardless of how much you spend or whether or not you purchase wine. In luxury fashion, service is inconsistent. — Europe",
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      "text": "I bought a bag in a luxury store, but when I asked for gift packaging, the store just didn't have the most appropriate packaging and gift box to match this bag. — China",
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      "text": "I emailed client service about an inquiry and got a generic response that did not address my specific concerns. I was so disappointed. — US",
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      "text": "Source: McKinsey State of Luxury Interviews with UHNWI, HNWI and aspirational clients (US, France, China, Japan, South Korea, UAE), of which selected conducted in collaboration with the Luxury Institute",
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