The VIC Playbook

Today, a small group of high-value clients drives an outsized share of luxury revenue, and clienteled customers consistently deliver multiple times higher lifetime value than non-clienteled shoppers.

We created The VIC Playbook to help luxury brands move beyond ad-hoc VIP treatment and build a VIC strategy that genuinely scales.

This playbook brings together the six foundations that matter most, from appointment-led selling and events to intelligent insight and measurement, to help brands turn relationships into repeatable, long-term value.

Inside, you’ll find what leading luxury retailers are prioritising right now, and what it takes to make VIC a true growth strategy, not just a service layer.