In recent years, luxury stores have undergone radical changes. In collaboration with a boutique consultancy, I advised luxury brands on retail experience transformation and digital integration.
The in-depth analysis of the mystery shoppers' experiences — from the store's ambience and the quality of service, to the presence of technological support — allowed me to identify points of delight and areas of opportunity.
Each consultancy project was comprised of a preliminary assessment of the brand's USPs, its growth cycle and retail strategy. It was then followed by mystery store visits, specifically designed around the client’s objectives.
The final reports provided the clients with the research-based intelligence to design a customer journey that effectively blends digital with physical elements, allowing for genuine rapport building and multi-sensorial storytelling.