Luxury Retailer Changes In-Store Experience to Lower Cost

Opportunity  |  A $5B luxury retailer was experiencing a decline in top line sales as store traffic diminished and boutique profitability eroded. As a result, sales associates became even more focused to drive sales with clientele. The company retained us to help set role expectations with sales associates around enabling the desired customer experience, new client acquisition and selling more of the product lines to existing customers.

Approach  |  To address the key challenges, we:

• Created success profiles for the positions which described the nature of the work, expectations, accountabilities, and technical competencies
• Assessed pay competitiveness and developed sales incentive plans to motivate teams around new behaviors
• Conducted cost modeling impact of proposed changes
• Supported management and communication initiatives to drive change

Results |  The luxury retailer was able to improve store ROI. This improvement was the result of increased sales per hour and client acquisition from implementing our change initiatives.