The Problem
Uncover the blockages and opportunities over 8 weeks in Rituals Retail. This involved store visitors, group workshops, 1:1 senior interviews and large scale surveys.
The Goal
To modernise and future-proof the in-store customer experience, transforming behaviours of store teams to fully engage with physical service, click & collect experience and endless aisle activation
What did we do
Led and delivered a comprehensive discovery across all all markets with a CMO, CEO readback. Full design of new service journey with a hybrid approach of filming in studio and in-store, store facing animation and posters. Go live strategy. Support with embed and sustain phasing.
Result
Year on year sales growth of +20% globally. Significant reduced training time (meaning more time on the shopfloor), a workforce who became abundantly clear on the CX mission. Mystery shop average 72% to 88%. Helped to deliver a full change management plan with a clear hypercare phasing schedule for all global markets.
"Her impressive knowledge of the retail industry has helped ensure we have future proofed our Selling Ceremony whilst protecting what is precious to us as a brand. What is even more impressive is how quickly she was able to identify solutions and actions. Thank you Kayleigh.
Anyone who is lucky enough to work closely with her is blown away by the quality of her work and observations. I wouldn't hesitate to work with her again and strongly recommend her to anyone thinking of it. You won't regret it!"
Retail Head of Learning & Development, Rituals
