Creating a luxury client experience.
Client: Rolls-Royce Motor Cars
Empowering Retailer teams to deliver bespoke and inspiring client experiences that leave a lasting impression.
About the project.
We partnered with Rolls-Royce Motorcars to help them engage their Retailer teams, with the goal of delivering both high-touch and inspiring client experiences.
A core part of the project involved establishing a plan that enabled the Retailer teams to feel confident and knowledgeable when delivering high-quality brand experiences in-store and online.
The first step was to open participants’ minds to luxury client experiences outside of the automotive experience.
This helped to inspire Retailer teams participating in the training sessions to assess their own performance and to identify areas for improvement.
Target Group
For this project, we targeted all customer-facing teams within the wider global Retailer network.
Our Goals
To establish a plan for delivering high-touch, bespoke client experiences to every single client.
How we helped.
We started this project by conducting benchmarking in the wider luxury environment to contrast the Rolls-Royce brand experience with others in the industry.
This helped us to evaluate the current client experience and establish what a uniquely Rolls-Royce client experience would look like.
By developing and delivering a series of international workshops for up to 80 people at a time, we inspired teams and gave them practical support to improve upon the client experiences they were providing.
Boosting business.
Through improved client experience, we supported Rolls-Royce in achieving record business performance in the following year.
Establishing ownership.
We helped to establish increased ownership of client experience standards by Retailer teams.
Benchmarking performance.
We created a platform for Retailers to benchmark themselves against the wider luxury retailing and hospitality environment.