Samsung luxury shopper optimisation

The work

Samsung’s Premium team has flagship stores within Harrods & Selfridges. Requiring a very different approach to the normal Retail landscape, we combined our experience working with luxury brands (Rolls-Royce, Bentley, Alexander McQueen to name a few of our past clients…) with consumer research, global mystery shops in some of the world’s most luxury environments (we did extensive research in Dubai + in-store mystery shops) with customer experience strategy to produce a clienteling strategy for 2024.

The Output?

  • Strategy consultation with CX-boosting recommendations for 2023 & 2024
  • Dedicated clienteling strategy for 2024
  • Annual in-Retailer mystery shop programme for 2022 & 2023 to monitor impact driving consistent performance improvements YoY
  • On-going provision of Strategic support for Harrods & Selfridges Samsung store staff