Coronavirus has created a worldwide panic that has affected the global markets. Its effects on the luxury industry are not pretty, the industry expects a 43 billion dollar loss. Empty runways such as that of Georgio Armani, cancelled events just like the Venice Carnival, closed stores etc. seem to have taken all the physical experiences and interactions with brands to a halt. This seems to be bringing consumers to the online stores, which brings attention to the consumer experience built online.
Part of the brick-and-mortar experience is the preferential treatment received by the client, can this be translated online? Can personalization features ever replace that? The answer is to be seen, but as of now, there is a differentiation between the luxury client who wants this experience, and the online client who can do without it.