Luxury Retail Case Study

Setting a New Bar in Luxury Retail

Client: Global retailer of luxury products; Operating across Europe, US, and Asia. 200+ boutiques on 3 continents.

Growing through global acquisitions with ~ 6 new companies onboarding per quarter.
Operates as 31 different brands across geographies; 12 brand partners with their own service models.
This was the client’s first global project to create a cohesive, but flexible client services model of excellence across all geographies vs. continent-based service models.
Highly entrepreneurial culture where boutique leaders are empowered and accountable.
Aggressive and visionary CEO focused on a roadmap to 30%+ YOY revenue growth while developing a reputation for the best experience in all of luxury.
Extremely discerning and demanding retail clients buying a commoditized product offering that can be purchased anywhere.

Scenario / Goals:

Build out a service model designed to be consistent, but locally flexible that would honor the entrepreneurial culture while setting a new global bar for luxury service.
Be the retailer of choice for all purchases by differentiating on the service experience – focused on memorable moments and the client experience.
Create lifelong clients who rave on social media, drive referrals, and own all the client purchases in this category.

“These comprehensive new principles will elevate our boutiques to a level that our clients are not expecting as no one else in retail is doing anything quite like this.” – Client CEO

Project Structure / Deliverables:

Create a set of service standards, behaviors, vocabulary, and steps of service to support a client-centric model that would remain flexible but support all sales professionals to deliver world-class service and experiences.
Create an experience framework that would guide everyone to create brand-defining experiences.
Build a bespoke workshop to support this roll-out and train nearly four hundred Champions to deploy this work into all boutiques.

Results & Metrics:

Drove same-store revenue by > 30% YoY.
Increased new client base by > 15%.
Increased client purchase frequency by > 1.15X
Increased client “Intent to Recommend” by 10 pts