In recent years, a noticeable shift in who’s walking through the doors of brick-and-mortar luxury retailers has become clear: high-income shoppers are emerging as the primary in-store audience, while aspirational shoppers—those who dream of affording luxury but don’t yet have the means—are showing up less often.
According to recent research by Placer.ai, households earning over $200,000 per year made up 8.1% of all retail visits in 2024. While this may seem like a modest percentage, it represents the most consistent and impactful group for luxury retailers, whose offerings are already tailored to higher-income clientele. More striking is that this figure has remained steady since 2019, while middle-income and aspirational consumers are showing signs of pulling back on in-store visits.
The bottom line? For luxury retailers—particularly jewelry and high-end fashion stores—the focus in 2025 shouldn’t just be on attracting new faces. It should be on keeping your existing, high-value clients coming back.
And the way to do that? Through strategic, intentional clienteling.
What the data says: Your best customers are already shopping with you
Placer.ai’s findings make it clear: the luxury customer base is narrowing, and the shoppers who continue to visit luxury stores in person are overwhelmingly high-income households. In fact, “Ultra Wealthy Families” now make up 20% of all visits to luxury retailers—more than any other segment. Meanwhile, visitors labeled “Young Urban Singles” and “City Hopefuls” (shoppers more likely to be browsing aspirationally) have declined.
What to do about it: Retaining your high income clients
This shift isn’t necessarily bad news. It simply means that luxury retailers must double down on what they do best: offering white-glove, high-touch service that makes their VIPs feel like royalty. The days of depending on foot traffic from window-shoppers are fading. Instead, your most valuable growth opportunity lies in cultivating deeper relationships with the high-income clients already buying from you.
Let’s explore exactly how you can do that.
Personalized communication that stands out
High-income clients don’t want generic promotions or mass emails. They expect interactions that feel tailored to their individual preferences, style, and past purchases. This is where having an organized client database—like the one offered through Clientbook—becomes a game-changer.
Use this data to send personalized product recommendations, birthday or anniversary messages, and tailored notifications when something new comes in that matches their taste. For example, if a client has a history of purchasing emerald-cut diamonds, you can let them know the moment a new piece in that style arrives.
Personalization builds trust and makes your store one that shoppers feel like truly knows and values the client—not just their money.
Private events that create exclusivity
Nothing makes a high-value customer feel more special than being invited to something exclusive. Hosting VIP-only events, such as trunk shows, designer meet-and-greets, or early access previews, helps strengthen emotional connections with your top clients.
These events don’t need to be extravagant galas. Even a low-key girl’s night out event to showcase a new collection can be incredibly impactful—especially when the invite is personalized and tailored to the client’s tastes.
Clienteling software can help you segment your client list so you’re inviting the right guests to the right events. That level of intentionality makes all the difference in turnout—and in how clients perceive your brand.
Assign personal client advisors
Think of this as the ultimate relationship-builder. High-income shoppers often expect a more concierge-like experience, and assigning dedicated client advisors gives them exactly that.
A well-trained advisor can remember a client’s preferences, notify them of relevant promotions, help select gifts for loved ones, or keep tabs on important dates. It transforms the shopping experience from a transaction into a relationship.
With Clientbook, you can easily track client interactions and ensure that all sales associates have access to updated client profiles. This empowers your team to deliver consistent, elevated service—even if a client works with different associates over time.
Loyalty programs that actually reward luxury shoppers
Not all loyalty programs are created equal—and for high-income clients, “10% off your next purchase” may not move the needle. Instead, consider crafting tiered programs that reward frequency and exclusivity rather than just spend.
Think: early access to new collections, complimentary cleaning and repairs, or one-on-one style consultations. These perks cost you little but go a long way in making your VIPs feel seen and valued.
Clienteling tools can help you identify your top spenders and track engagement over time, ensuring your rewards go to the people who matter most to your bottom line.
Proactively gather feedback and adjust
Your high-income clients can also be your most insightful focus group—if you’re willing to ask. Periodic check-ins to ask how their last experience was or what they’d like to see more of helps you refine your service and deepen the relationship.
Make it easy for sales associates to log client feedback directly into their profiles, and use that data to inform decisions like which product lines to expand, what services to offer, or how to enhance your store environment.
Even a simple query like, “How did you like the event last week?” can open the door to more meaningful engagement and show your clients that you’re always listening.
Final thoughts: Don’t let your best customers slip away
It’s tempting to focus marketing and sales efforts on attracting new faces—but in today’s luxury retail climate, your most reliable path to growth lies in doubling down on your best customers. High-income shoppers are still showing up. They’re still spending. And they’re still looking for a memorable in-store experience.
At Clientbook, we help luxury retailers turn client data into meaningful relationships. Whether you’re looking to better organize your client database, personalize communication, or empower your team with real-time customer insights, our tools are built to help you succeed in today’s high-touch luxury environment. Book a demo to see it action—risk free.
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