—— SERVICE 01 · POWERED BY THE TIRA CONVERSION MODEL™
A customer experience your teams can actually deliver.
We design, co-create, film, train and embed a brand-true customer journey that works on a quiet Tuesday and a packed Saturday, so more browsers buy, baskets grow and loyalty is captured every time.
+20%
year-on-year sales, Rituals, 1,000+ stores
+3%
conversion in two months, Hunkemöller
35→70%
loyalty capture rate, Hunkemöller
72→88%
mystery shop score, Rituals
—— WHAT WE USUALLY FIND
Most customer journeys only work on paper.
In discovery we hear the same thing in almost every business: "Honestly, no-one in my team does the full journey because it's too much."
→ Journeys with 20+ steps that teams cut short the moment the store gets busy
→ Service that becomes a checklist instead of a conversation
→ Loyalty and membership asked at the till, far too late in the visit
→ Good tools and training content that nobody is actually watching or using
→ Written, top-down training that today's Gen Z teams simply skip
→ Managers who check compliance but don't coach the behaviour
—— WHAT CHANGES IN YOUR BUSINESS
Built around the numbers your board tracks.
Every principle in your new journey is paired with a commercial win, so your teams know not just what to do, but why it matters.
CONVERSION
More browsers buy
A focused, targeted journey for high-traffic moments that makes sure no customer leaves without being helped.
ATV & UPT
Bigger baskets
A deeper journey for quieter moments with styling, storytelling and a signature upsell moment, offered every time.
MEMBERSHIP
Loyalty captured earlier
Sign-ups moved to the moments of trust, not the rushed queue at the till.
NPS & MYSTERY SHOP
Consistent everywhere
One standard for every store and market, adapted to local culture and store traffic.
ENPS
Teams who love to sell
Better engaged associates all led by one clear customer proposition.
PRODUCTIVITY
More time on the floor
Simpler, bite-sized learning means less time in training and more time with customers.
—— HOW IT WORKS
Discover. Design. Co-Create. Launch. Embed.
Every programme is tailored to your brand, markets and trading calendar, bringing together our expertise and your internal service champions.
01
Discover
A clear view of where your journey works today and where it breaks.
02
Design
A brand-true journey with service principles, not scripts.
03
Create
Modern, bite-sized content filmed with your own people or animations.
04
Launch
A launch every store feels part of.
05
Embed
Coaching and frameworks that make the gains last.
YOUR TEAM
Who you work with
A senior project lead, experienced retail trainers and coaches, plus our own videographers, animators and learning designers. One partner from discovery to results.
—— IN PRACTICE · HUNKEMÖLLER
Two journeys, one brand standard
For Hunkemöller, we replaced a 24-step journey with two simple, principle-led journeys: one built for speed in busy moments, and one built to grow the basket when there is time. Four core service videos were filmed in store and launched through store management development conferences.
+3%
conversion in 2 months
35→70%
loyalty capture
7,000+
colleagues trained
—— WHAT CLIENTS SAY
Trusted by retail leaders across Europe.
“
TIRAs 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.
Claire B.
Global Director of Training, Rituals
“
Our service proposition has been completely re-designed with superb engagement from our 700 stores during rollout. TIRA are true partners.
Global Learning & Development
Hunkemöller
“
Kayleigh and the team ran workshops for my team, then led regular check-in calls. My team have made a significant step change in their service levels and I am so grateful.
Peter
Regional Manager, B&Q
—— FAQ
Questions retail leaders ask us
We already have a customer journey. Do we need a new one?
Often not. Many clients have strong foundations that are too long or too rigid to deliver at pace. We simplify, refresh and bring it to life, protecting what is precious to your brand.
When will we see results?
Results often start soon after launch. Hunkemöller saw a conversion uplift within two months. The embed phase is what makes the gains last.
Does it work across markets and store formats?
Yes. We design one standard with playbooks for quiet and busy trading, adapted for every country and translated for every market.
Can you work with our existing learning platform?
Yes. We create content for your platform, or provide a digital solution if you don't have one.
—— EXPLORE OUR PROGRAMMES
Better together.
Most clients start with one programme and add the next once they see the numbers move.
—— FREE · 30 MINUTES · NO PITCH DECK
Find out how much conversion your stores are leaving on the table.
A free 30-minute call with the TIRA team. You'll leave with a clear view of where your biggest opportunity sits, whether or not we work together.
Senior consultant on every call · Reply within 1 working day · UK, Europe, Middle East & Africa