LUXURY RETAIL

Sales Team Training - HR Consulting - PR

Client: 7 door women’s speciality retailer in the southeast

Challenge: A women’s speciality retailer carrying contemporary and luxury brands experienced a drop in sales and competition from newer local businesses and slowing traffic due to online shopping.

Project: Assess existing in-store teams for fit and performance; advise management in making key personnel changes including recruiting and hiring; create and deliver cross-location training standards and train-the-trainer curriculum to achieve higher sales volume in all stores; create and implement customer experience initiative across locations; local and national PR.

Lauren’s Notes: This complex project was both challenging and fulfilling because we were able to touch so many different facets of this company’s operations. This project spanned several years including the 2008 crisis; we were able to work with this family-owned business to restructure so that it could ultimately survive and then thrive post-crash using innovative approaches to modern retailing.

RETAIL

Local PR - Customer Experience

Client: Large destination footwear retailer

Challenge: A dominant southern footwear retailer faced increasing competition from online retailers and the commodification of their key product.

Project: Strategic PR placement to reinforce the tradition and story of trips to the client’s thoughtfully designed destination store; refined customer experience from entrance to POS and after.

Lauren’s Notes: This family owned retailer felt the pinch of online shoe shopping and returned to their roots of fantastic service to create a comprehensive in-store experience that increased sales and customer satisfaction and as a by-product made employees more engaged and happier.

B2C SaaS

Customer Experience - Leadership

Client: B2C SaaS

Challenge: The client wanted to increases conversion on their incredibly low-churn software platform though they faced significant competition in a crowded marketplace and had zero budget for paid traffic.

Project: Full Customer Experience process that started with customer personas and customer journeys that yielded new branding, copy, front end website, customer service, tech support and onboarding processes; leadership coaching of exec team.

Lauren’s Notes: The client experienced 400-500% increases in paid conversion after the new site and customer experience architecture went live with zero ad spend. They leveraged email marketing and word of mouth as well as customer service to rapidly increase the success of their customers using the platform. Three years after these changes a dominant and well-funded competitor in the space copied the entire front end website including color palette, layout, image style, filters, and even copy! We took that as the ultimate compliment.

Client: Global Contemporary Fashion Retailer

Challenge: Client planned rapid expansion of US retail outlets.

Project: Create new roles and accompanying job descriptions to attract US talent in both management and retail positions.

Lauren’s Notes: Identifying the lifestyle and brand affinity of the core customer was actually a core part of creating accurate job descriptions as well as appropriate roles and responsibilities for new hires. This brand enjoys a powerful brand loyalty and was able to leverage that in the hiring process and following EX.

GLOBAL FASHION RETAIL

Employee Experience- HR Consulting

Client: Real estate firm serving NYC and the Hamptons

Challenge: The client wanted to convert more leads from the website into customers who met with a real estate broker to look at properties in person.

Project: Customer avatars; Customer journeys; new customer experience architecture; new email and phone scripts for the customer service team; sales training based on new CX architecture.

Lauren’s Notes: The client’s email and phone sales teams achieved 4-5x conversion using the new training and scripts. Their customers reported higher satisfaction rates and were 2x more likely to meet with a broker in person.

NYC REAL ESTATE