Retail Case Studies
Type of Service: Global Project Management
Deliverable: Customer Experience Discovery - Design - Launch
Timeframe: 7 months
Client: Rituals
Rituals were following a 17 step selling ceremony at their 1,000 global stores. My mission was to complete a discovery (8 weeks) to uncover the blockages and opportunities. This involved store visits, group workshops, 1:1 senior interviews and large scale surveys. Following a successful presentation to the Board, and approval from the CEO, I moved into ideation right away.
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Partnering with Senior Management, we designed a brand new service model, moving away from a clunky, rigid 'selling ceremony' to a 'feel good experience' where the customer is the heart of the experience.
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The new customer experience is reduced to 4 core steps and the way in which training is delivered starts completely via videos - which, the brand asked me to star in some of them. Modules included "The Art of Influencing" and "The power of body language" including my infamous Yes-Set method.
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Result: Significantly reduced training time (meaning more time on the shopfloor), a workforce who are abundantly clear on the CX mission. Mystery shop average 72% to 88%. I also created a full change management plan with a clear hypercare phasing schedule for all global markets.
When a client comes to us with their needs, we take the time to really understand:
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Scope
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Timeframe
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Objectives
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Resources
​It is important for us to take the time & understand your goals so we can provide you with the best solutions.
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We have worked as part of a wider group on collaborative projects at PVH, working alongside product owners and market leadership teams and worked alone for a number of months producing programs, manuals, workshops, CX experiences and more.
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We offer a 'done for you' solution where you brief us on the macro strategy and we deliver or we can work shoulder-to-shoulder with you.
Our approach is always flexible to your needs.
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We do chose to work with brands who have a meaningful cause and who truly CARE about their people.​ If that is you, we would be so happy to chat and learn more about your needs!
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If you are based in The Netherlands, you are welcome to make an appointment & visit our office in central Amsterdam.
Take it from our clients...
"I partnered with The International Retail Academy recently delivering personal branding training workshops for our entire workforce - what a fantastic, engaging experience! From our very 1st conversation right through to completion, Kayleigh has been super passionate, knowledgeable, creative & solution-oriented oriented delivering above & beyond our expectations. The workshops were delivered in a bespoke, engaging way that suited our culture & values, receiving excellent feedback across the board. I highly recommend The International Retail Academy for training solutions & workshops."
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Tom
Talent Acquisition, GAP
"I've loved the Customer Experience Workshop today and cannot wait to share our plans with my team. Kayleigh understands the reality we face in retail and came with very practical solutions to help us succeed. I want more training like this!"
Store Manager, Skechers
"I have learned why customer experience matters and how much influence I have. I never thought about this before and now I feel really excited about trying out the new ways to approach service. Thank you!"
Host, Miccy's
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