System Warning; Consumers have become Self-Aware. So why are they still complaining instead of putting their money where their mouth is and fending for themselves?
Who is to blame when dealing with buyers regret, especially when those regrets reside in the millions? 'The customer is always right’ school of thought is fast losing its weight in this innovative day of Information-armed wrist watch consumers. Meanwhile there is the encroaching belief that retailers, authorized dealers and flagship stores are losing their clout. How should the watch industry adapt to consumers who have more tools than ever before with which to purchase a timepiece, but still seem to need plenty of help and inspiration along their journey to making a purchase decision? With this in mind, let's shed some arbitrary light to gain a better understanding of luxury market eco-systems- like the mechanical watch industry- between consumers, retailers, certified dealers, brands, e-commerce and the watch industry f-word: the grey market.