UK’s leading specialist Jeweller and retailer of fine Swiss watches, London

Overview

• UK’s leading specialist Jeweller and retailer of fine Swiss watches.
• Largest retailer of Rolex in the World and also stock such brands as Patek Philippe, Chanel, Cartier,Tag Heuer and Omega.
• Sales of nearly £400m across 180 Stores in the UK.
• The Group made the decision to establish Customer Experience as a key part of the overall strategy based on the challenges they were facing at the time.

What we Delivered

• Creation of vision & values for the company and cascaded to 1900 employees across 180 stores
• Customer experience culture developed
• Developed & strengthened internal relationships between store to store and head office functions

Results

Double-digit sales increases were achieved in the following three years, at a time when the market was trading either flat or down on the previous year.

Proft results were as follows:
Year EBITDA
2007 £4m (Prior to the Customer Experience
Strategy)
2008 £8m
2009 £15m
2010 £23m