CASE STUDIES

Luxury retail industry

Region: Usa/Europe

Mission : improve the customer experience through increased customer excellence focus

Client Background & Challenges

This company specializes in luxury shopping across Europe and China and is pioneering a revolutionary retail experience that redefines shopping for leading brands and discerning global shoppers alike. With a primary focus on cultivating a pool of effective Store Managers, our objective was to elevate the guest experience and drive overall team performance through exemplary leadership. Recognizing the paramount importance of talent in shaping the guest experience, we strived to transform people into a competitive advantage by identifying, recruiting, training, and retaining exceptional individuals, ensuring our continued distinction in the industry.

Solution

  • We have introduced a comprehensive training module aimed at equipping staff with the skills to recognize and adapt to the diverse personalities of clients, enhancing communication effectiveness.

  • Using a personality discovery tool we gave the teams the ability to assign meaningful tasks consistent with team members’ abilities and desires, vastly improving quantitative and qualitative output.

  • Additionally, we have developed a talent management module to empower leaders in identifying and nurturing high performers, ensuring they thrive in their roles.

  • Moreover, we have implemented a rigorous training program for all existing Store Managers across destinations with attention to cultural differences, supplemented by the creation of an HR manual for future recruitment.

  • We supported this effort by co-creating global training initiatives covering leadership, communication, guest experience, team management, and business performance improvement, facilitated by their brand ambassadors.

Achievements & Value for the Client

Our achievements and value for the client include:

  • Improved management quality leading to increased service and sales excellence.

  • Elevated performance levels among Store Managers, resulting in higher-performing teams.

  • Enhanced career development opportunities for talented individuals within the organization.

  • Establishment of a premium positioning for Brand Partners, reinforcing their status in the market.

  • Proactive anticipation of talent requirements to meet the evolving needs of brands.

  • Secured an exclusive partnership with Ecole hôtelière de Lausanne (EHL) to develop a comprehensive Talent Program framework, outlining key attributes of Store Managers, alongside a customized guest-centric training program for all store managers.